Customer relationship management has been made so achievable for all companies with Salesforce. Due to the simplicity of the platform, businesses can monitor communications, and customer information, and perform complex marketing activities. Yet, to enhance, even further, communication strategies, several companies are now turning to integrating WhatsApp with Salesforce. When counting the number of its users, WhatsApp comes to over 2 billion people – this makes it an indispensable tool for communication both in personal and business spheres. The integration of these two solutions – Salesforce as the CRM system, and WhatsApp as the messenger – may help businesses win in terms of customer engagement and responsiveness.
In case you are in a state of confusion on how to send a WhatsApp message from Salesforce, then the process may seem to be as complicated as you may think, however with the help of the right solution, it becomes very easy. Here in this blog, we will help you achieve it, give you a neutral overview of the options available, and explain how the use of the 360 SMS app can improve your ability to send WhatsApp messages using Salesforce.
The Basics: How to Send a WhatsApp Message from Salesforce
To send a WhatsApp message from Salesforce, what is required is to connect the two applications. However, Salesforce, as an advanced CRM system, lacks an integrated feature of sending WhatsApp messages themselves. However, there are several third-party apps available, with the help of 360 SMS one can effectively implement WhatsApp in Salesforce and open up the possibility of highly effective WhatsApp communication.
Here’s a step-by-step guide to sending messages on WhatsApp from Salesforce:
1. Choose a WhatsApp Business API Provider
WhatsApp doesn’t allow individuals to directly send messages through CRM systems like Salesforce without using their business API. You need to partner with an approved WhatsApp Business API provider. These providers offer integration services and help you connect your WhatsApp account to your Salesforce CRM.
2. Install a Messaging App in Salesforce
Once you have a WhatsApp Business API provider, you will need to install a messaging app from Salesforce AppExchange that supports WhatsApp. Some applications enable users to send messages right from the Salesforce environment. For example, 360 SMS is a potent feature that combines with Salesforce and also comes with WhatsApp messaging allowing businesses to get all that they want in one package.
3. Set Up the App
After installing the messaging app in Salesforce, you’ll need to configure it according to your business needs. This encompasses the integration of your WhatsApp Business, configuring the WhatsApp templates, and defining the flow of the messages. This step also guarantees that your Salesforce users can extend the same degree of ease when they are using WhatsApp, the same as they do with emails or SMS.
4. Send a Message
Once your app is set up, sending a message becomes straightforward. The exciting innovation is that you can create a new WhatsApp message from a record page if you are using a lead, contact, or account. In detail, the message can be delivered on the spot or can be set to be delivered later.
5. Track Conversations and Responses
In the correct configuration, the app sends WhatsApp messages to Salesforce logs, and users can monitor all involvement and see responses as they happen. This helps track communications with clients and potential clients, to help keep everything as cohesive as possible.
While these steps provide a general overview, the specifics of sending WhatsApp messages from Salesforce depend on the tool or app you’re using. Among the most popular solutions is 360 SMS—a comprehensive Salesforce-native app designed to simplify multi-channel communication, including WhatsApp.
Leveraging 360 SMS for Salesforce WhatsApp Messaging
360 SMS is a powerful, rich-featured Salesforce application to make its clients and prospects reach through different channels including WhatsApp. Being an ideal solution, especially for businesses, the app offers features like group messaging, using the feature of chatbots, the addition of using the feature of surveys, and many more; it also features auto-generated message workflows. Here’s how 360 SMS WhatsApp capabilities can help:
WhatsApp Business Integration
Imagine our surprise and delight when we stumbled across 360 SMS which helps you integrate WhatsApp with Saleforce just like a walk in the park. This app also enables the user to create one-to-one whatsapp messages or broadcast messages to one or more customers right from Salesforce. This is especially important in customer service, marketing enterprises, and after-sale product support services.
Multi-Channel Campaigns
Another nice idea, which is implemented in 360 SMS, is to use it for running Saleforce WhatsApp marketing campaigns together with SMS and other types of marketing channels. This multi-channel capability can allow businesses to get to their customers where they are most receptive.
Automated Workflows
When users choose to integrate WhatsApp with Salesforce using 360 SMS, users can create automated workflows for WhatsApp messages either using point-and-click or Salesforce standard automation tools. This makes it easier to send a pre-scheduled series of messages or trigger messages based on specific events (like closing a deal, reaching a milestone, or sending appointment reminders). Automation ensures that your customers receive timely communications without manual intervention.
Chatbots and Surveys
The app also supports no-code WhatsApp chatbots and surveys, allowing businesses to engage customers interactively. Whether it’s collecting customer feedback or handling initial inquiries, the use of 360 SMS to integrate WhatsApp with Saleforce provides powerful tools to enhance customer experience on WhatsApp. Do you know, WhatsApp chatbots can help you increase your leads up to 5X? Thus, make the most out of chatbots with 360 SMS.
Link Tracking and Campaign Analytics
The 360 SMS WhatsApp allows organizations to trace the click-through campaigns in WhatsApp messages through links, to help understand more about consumers. Also, businesses can get deep insights into delivered messages, open rates, and responses that help optimize Salesforce WhatsApp marketing.
Before wrapping up, let’s address a few frequently asked questions that often arise when considering integrating WhatsApp with Salesforce:
Can Salesforce send SMS messages?
Yes, Salesforce can send SMS but like WhatsApp, this would call for the use of third-party applications such as 360 SMS, which support functions such as bulk messaging, automation, and tracking of the outcomes of the text message which are all under the campaign category. With 360 SMS you can use SMS, WhatsApp, and 9 more in one application to reach millions of people.
How do I send a message directly to WhatsApp?
To send a message directly to WhatsApp then one has to have a third-party extension installed in the salesforce as used by 360 SMS. Ways into which you can benefit from out-of-the-box messaging When integrated, you can be able to send WhatsApp messages from any of the standard or custom objects of Salesforce.
How do I automate sending messages on WhatsApp?
To automate the sending of WhatsApp messages, one can use simple applications, for instance, 360 SMS to schedule the WhatsApp messages using pointing and clicking no code automation or trigger the messages based on, a particular action for instance at the sales stage using standard automation from Salesforce.
Conclusion
Including WhatsApp in Salesforce is a great move to uplift your communication plan, increase audiences’ engagement, and perform Salesforce WhatsApp marketing. As is the case with 360 SMS, you not only make the process easier but also get a number of options that make communication more effective. From Bulk WhatsApp Messaging to automating Workflows, 360 SMS combines everything an organization needs in terms of Messaging inside Salesforce and guarantees your business stays connected with the clients via their preferred means of communication.
With the right tools in place, sending messages on WhatsApp from Salesforce becomes an effortless and valuable part of your overall customer relationship management. Want to get started with innovative WhatsApp messaging in Salesforce? Drop us a line at care@360smsapp.com or click here to contact us.
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.
Siddharth Sehgal
