WhatsApp
Salesforce integration.
How Salesforce's own WhatsApp channel works in Service Cloud, what you need to set it up, and how it is priced.
Request an integration map →Download the spec sheet →The WhatsApp Salesforce integration is Salesforce's own Messaging channel for WhatsApp. An enhanced WhatsApp channel connects your WhatsApp number to Salesforce so service reps answer WhatsApp conversations from the Service Console. Salesforce says each WhatsApp conversation can be tracked as a case. Set-up needs Messaging turned on, a Meta Business Account and a WhatsApp Business account.
[ How it works ]
Can businesses start WhatsApp conversations from Salesforce?
Yes. Trailhead says reps can start messaging sessions with customers, and admins can use flows to send automated notifications based on approved WhatsApp templates.
[ The connector ]
WhatsApp conversations, Salesforce cases.
Techila Global Services is a Salesforce Summit partner. We set up the WhatsApp channel in Service Cloud: Messaging, the Meta connection, Omni-Channel routing, keywords, consent and the Service Console layout.
We also build the flows that send template notifications, and support the channel after launch. See our <a href="/services/by-cloud/service-cloud">Service Cloud services</a>.
What can reps and admins do with WhatsApp in Salesforce?
Salesforce's Trailhead module on WhatsApp for Service Cloud lists what an enhanced channel supports.
| Area | What Salesforce describes |
|---|---|
| Conversations | Voice messages, multiple file types and questions with clickable options |
| Routing | Transfer to another rep, a queue or an Omni-Channel flow; mark idle sessions inactive |
| Status | Read and delivery receipts |
| Supervisors | Flag raise and supervisor whisper |
| Outbound | Reps start sessions; flows send notifications from approved WhatsApp templates |
| Consent | Opt-in and opt-out keywords, with consent status on the Messaging User record |
What moves between WhatsApp and Salesforce?
- Customer and rep messages (both ways)
- Opt-in and opt-out keywords (from WhatsApp to Salesforce)
- Template-based notifications (from Salesforce to WhatsApp)
Each messaging session shows a real-time transcript in the Enhanced Conversation component. Trailhead says inactive sessions end automatically after about one day.
How do you set up WhatsApp in Salesforce?
- Have the Meta accounts ready. A Facebook login, a Meta Business Account, a WhatsApp Business Account, a WhatsApp Business Profile, and a phone number you can verify by text or call.
- Turn on Messaging in Messaging Settings in Setup, then start a new channel and choose WhatsApp.
- Connect through Meta. Create the WhatsApp Business account inside the channel set-up flow. Trailhead says one created separately in Meta Business Manager can't be used.
- Set up Omni-Channel routing: a service channel, a fallback queue, presence statuses and an Omni-Channel flow.
- Add keywords and auto-responses for opt-in, opt-out and help, and choose a consent type.
- Assign the Messaging permission set licence to reps and supervisors, and add Messaging to the Service Console.
Trailhead recommends testing in a sandbox with Messaging and a test phone number.
How much does WhatsApp in Salesforce cost?
| Item | What Salesforce lists |
|---|---|
| Contact Center Digital | $75 USD per user per month, billed annually |
| Channels included | Messaging for SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, LINE and Bring Your Own Channel |
| WhatsApp usage | Priced on Salesforce's rate cards, not on the pricing page |
| Outbound messages | Need an approved WhatsApp message template |
| Replies within 24 hours | Billed as a channel conversation, not an outbound message |
Salesforce says its pricing page is for information only and subject to change. Our Salesforce integration services cover the set-up; to plan yours, book a discovery call. For voice and SMS too, see Twilio and Salesforce.
[ Architecture ]
How does a WhatsApp message reach a Salesforce rep?
How data moves between the two systems.
Salesforce Messaging
Service Console
[ What's included ]
What does Techila set up for WhatsApp and Salesforce?
What the integration work covers.
[ FAQ ]
Frequently asked questions.
What architects ask before commissioning a Techila integration.
Yes. Salesforce Messaging includes a WhatsApp channel. An enhanced WhatsApp channel connects your WhatsApp number to Salesforce so reps work conversations from the Service Console.
Salesforce says each WhatsApp conversation can be tracked as a case within Service Cloud.
Trailhead says the WhatsApp Business account must be created through the channel set-up flow. One created separately in Meta Business Manager can't be used with a Salesforce channel.
Salesforce lists Contact Center Digital at $75 USD per user per month, billed annually, with WhatsApp usage priced on its rate cards. Outbound messages need an approved template.
Trailhead says reps can use voice messages, multiple file types and questions with clickable options in an enhanced WhatsApp channel.
Sources
Last reviewed:
- Salesforce Trailhead, WhatsApp for Service Cloud: get started with WhatsApp (read 10 November 2026)
- Salesforce Trailhead, WhatsApp for Service Cloud: optimise your WhatsApp service channel (read 10 November 2026)
- Salesforce Trailhead, WhatsApp for Service Cloud: help customers in WhatsApp (read 10 November 2026)
- Salesforce, WhatsApp for customer service (read 10 November 2026)
- Salesforce, Digital engagement editions and pricing (read 10 November 2026)
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