Set Up WhatsApp Messaging

Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options.

If a rep can’t help a customer, they can transfer them to another rep, queue, or Omni-Channel routing flow. They can also mark the session inactive if the customer stops responding. Read and delivery receipts, typing indicators, flag raises, and supervisor whispers help reps work more efficiently in the Service Console. Reps can also initiate messaging sessions, while admins can send automated notifications based on approved WhatsApp templates.

You can create multiple enhanced WhatsApp channels in Salesforce, each linked to a different WhatsApp number. If your number is linked to a standard WhatsApp channel (retired and scheduled to stop working on Oct. 22, 2025) or in use with an external business service provider, we help you upgrade or migrate to an enhanced channel to access the full range of Messaging features.

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.