Complete Guide to Salesforce WhatsApp Integration with Marketing Cloud

With instant messaging as a global trend, the new WhatsApp has become one of the most influential business communication platforms within a short period of time due to its international coverage, customer involvement, and popularity of the channel. WhatsApp has more than 2 billion active users, and it is a personal and direct means of communicating with customers where they already are.

However, if your company already uses Salesforce and Marketing Cloud to manage customers and perform their marketing pursuits, the question can be asked: Is it possible to introduce WhatsApp into the framework as well? The great news is: yes, indeed. And it can change the way that you connect with customers by bringing a high-speed, rich media, and more immediate layer of communication to your CRM and marketing environment. More importantly, if your Salesforce WhatsApp integration is advanced enough to offer out-of-the-box messaging capabilities, it can completely transform your business operations and marketing.

And this, dear readers, is your ultimate guide about breaking it down.

What is Salesforce WhatsApp Integration and How Does It Benefit Businesses?

At its core, WhatsApp integration with Salesforce means connecting WhatsApp’s messaging capabilities directly with your Salesforce CRM and Marketing Cloud environments. Through this, businesses will be able to message their customers with real-time customer relationship management data, automations, and marketing processes on WhatsApp.

But what does that actually mean for your business?

• Personal messages can be sent on WhatsApp using the customer information on Salesforce.
• It is possible to send WhatsApp messages through workflows, lead updates, service cases, or campaigns.
• You will be able to see all WhatsApp messages in Salesforce to have a full history of such communication.
• Through instant replies and engagement, you enhance response rate and satisfaction for your customers.
• You can communicate with customers on their platform of choice, which is WhatsApp, which is the most popular messaging application worldwide.
• The user can send messages to users in areas where SMS is limited, blocked, or too expensive, ensuring higher delivery rates and compliance.

Simply put, WhatsApp CRM integration bridges the gap between the world’s most used messaging platform and the world’s #1 CRM.

To make this integration even more powerful, 360 SMS offers you advanced, Salesforce-native tools for WhatsApp messaging—designed to simplify your operations while enhancing customer engagement. Let’s now explore how 360 SMS turns this integration into a business advantage.

How 360 SMS Powers  Salesforce WhatsApp Integration 

If you’re looking for a scalable, no-code solution for WhatsApp integration with Salesforce, 360 SMS delivers exactly that. As a 100% Salesforce-native app, 360 SMS offers a robust and secure way to connect WhatsApp with both Salesforce CRM and Marketing Cloud.

Here’s what makes it stand out:

• Native Salesforce App: No external platforms or third-party connectors. Your WhatsApp data lives right inside Salesforce.
• Automated Messaging: Set up trigger-based or scheduled messages using Salesforce workflows and Process Builder.
• Conversation Manager: View, reply to, and manage all WhatsApp messages in one place within your CRM.
• Multi-Channel Support: Seamlessly handle SMS, WhatsApp, and more—all from a single interface.
• Point-and-Click Setup: No developers needed. Set up WhatsApp automation using simple configuration tools.
• Sticky Sender: Automatically use the same number a customer previously interacted with for WhatsApp continuity.

Thanks to these features, you can run personalized campaigns, send timely service updates, and carry out conversational support—all via WhatsApp, right from Salesforce.

Salesforce Marketing Cloud WhatsApp Integration: What to Expect with the 360 SMS Add-On

What about marketers? If you’re running email and SMS campaigns inside Marketing Cloud, it makes perfect sense to add WhatsApp into the journey. That’s where the 360 SMS Marketing Cloud add-on comes in.

This solution for Salesforce Marketing Cloud WhatsApp integration brings drag-and-drop simplicity to WhatsApp campaign management. Here’s how it makes your life easier:

• Bulk WhatsApp Messaging: Send WhatsApp messages to large segments from journeys, contact lists, or filtered views.
• Pre-Built Templates: Use approved WhatsApp templates and personalize them using custom fields.
• Point-and-Click Automation: Add WhatsApp steps into your Journey Builder flows with no code.
• Link Tracking: Know which messages are being clicked and engaged with.
• Drip campaigns: Plan the entire journey of WhatsApp messages for strategic engagement.
• Message Composer: Craft messages quickly and merge dynamic fields from Salesforce or Marketing Cloud.

Whether it’s appointment reminders, product recommendations, or feedback surveys, 360 SMS helps you launch WhatsApp campaigns from Marketing Cloud in minutes.

Why It Matters: Benefits of WhatsApp Salesforce Integration with 360 SMS

Integrating WhatsApp with Salesforce or Marketing Cloud using 360 SMS can:

• Improve customer engagement with timely, familiar, and direct communication.
• Shorten your response cycles through real-time interaction.
• Increase marketing conversions by reaching customers where they are most active.
• Unify multi-channel messaging into one platform, reducing complexity and saving time.

What’s more, because 360 SMS is Salesforce-native, you also get data security, user access control, and integration with reports and dashboards—helping you track and optimize every conversation.

Common Questions Around WhatsApp

How can I integrate WhatsApp with Salesforce Marketing Cloud?

You can use the 360 SMS Marketing Cloud add-on to harness the power of WhatsApp messaging in Marketing Cloud. 

What are the key features of WhatsApp integration with Salesforce CRM?

You get real-time messaging, automation, message tracking, multi-channel workflows, and complete message history inside Salesforce.

Can WhatsApp Salesforce integration help improve customer engagement?

Yes, WhatsApp Salesforce integration allows faster, personalized, and more natural communication, making it easier to connect with leads and customers.

Final Thoughts

The way we communicate with customers is changing, and WhatsApp is leading that transformation. By combining the reach and familiarity of WhatsApp with the power of Salesforce CRM and Marketing Cloud, businesses can run smarter, faster, and more personalized messaging campaigns.

With 360 SMS, you get a secure, native solution that simplifies both Salesforce Marketing Cloud WhatsApp integration and WhatsApp CRM integration. Whether you’re looking to boost engagement, accelerate service, or drive conversions, WhatsApp can now become a central part of your communication strategy.

It’s time to move beyond email and SMS. Let 360 SMS WhatsApp do the talking.

Siddharth Sehgal

CEO

Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.