New WhatsApp connectors have just been unveiled for Salesforce’s Service Cloud platform, the industry-leading customer relationship management (CRM) solution. As a result of the connection, clients will be able to contact businesses in a quick and easy way by using WhatsApp to interact.

Around 2 billion people use WhatsApp, a well-known messaging service, globally. It is utilised by both individuals and companies, and its popularity has been continuously rising over time. Salesforce is enabling companies to interact with their consumers on a platform that they already use and trust by connecting with WhatsApp.

The new WhatsApp integrations will be available in Service Cloud’s Digital Engagement Center, which is a centralized platform that allows businesses to manage their customer interactions across various digital channels. With the WhatsApp integration, businesses can now:

Respond to customer inquiries in real-time: Businesses can now receive customer inquiries through WhatsApp and respond to them in real-time. This allows for quicker and more efficient communication, which can lead to improved customer satisfaction.

Automate customer service: Businesses can use Salesforce’s AI-powered chatbot to automate common customer service requests. This frees up customer service agents to focus on more complex issues.

Provide personalized experiences: With access to customer data in Salesforce, businesses can provide personalized experiences on WhatsApp. For example, if a customer has a history of purchasing a certain type of product, businesses can recommend related products through WhatsApp.

Analyze customer interactions: Salesforce’s analytics tools allow businesses to track customer interactions on WhatsApp. This provides valuable insights into customer behavior and preferences, which can inform future marketing and customer service efforts.


Salesforce’s WhatsApp integration is just the latest example of how businesses are increasingly using messaging apps to engage with customers. Messaging apps offer a more casual and conversational way for businesses to interact with customers, which can lead to stronger relationships and higher customer satisfaction.

In addition to WhatsApp, Salesforce also supports integrations with other messaging apps like Facebook Messenger, WeChat, and LINE. This allows businesses to reach customers on the messaging apps that they prefer, regardless of where they are in the world.

Salesforce’s commitment to integrating with popular messaging apps like WhatsApp is a reflection of the company’s broader mission to help businesses connect with customers in new and innovative ways. With the rise of digital communication channels, businesses must adapt to meet the changing needs and preferences of their customers.


By providing businesses with the tools they need to engage with customers on messaging apps like WhatsApp, Salesforce is helping them stay ahead of the curve and deliver exceptional customer experiences. As messaging apps continue to grow in popularity, we can expect to see more businesses adopting them as a key channel for customer communication.