Salesforce + WhatsApp: The Best Customer Platform Partners with the Instant Messaging Giant

Salesforce and WhatsApp have entered into a new partnership that will bring instant messaging facilities to the Customer 360 platform.

The partnership was announced during Dreamforce 2022 and will give businesses a new way to deliver effective communication with customers.

What does it mean?

Salesforce has become over the years the undisputed #1 Customer Platform in the world. Their goal is to empower businesses to best manage and engage with their customers across all possible channels. From their  Salesforce screen, users were already able to seamlessly interact with customers via their favourite communication channel: Email, SMS, Live Chat, Facebook Messenger and WhatsApp.

With this advanced partnership, the integration will be taken to the next level, allowing Salesforce users to fully leverage the WhatsApp business messages to answer customer questions, organise marketing campaigns and make sales directly in chat.

Salesforce + WhatsApp: A New Era of Communication for Businesses

Salesforce believes instant messaging is “the next great customer engagement frontier”

Recent research from Kantar, cited by Salesforce, has indicated that a healthy majority of 66% of customers now prefer fast and instant messaging platforms while interacting with businesses.


By building WhatsApp messaging into its product suite, Salesforce is aiming to help businesses cater to this new preference and build more personal relationships with their customers.

Specifically, WhatsApp messaging will be built into Salesforce Marketing Cloud, Service Cloud and Commerce Cloud applications, in support of promotional and customer service use cases.“Our customers are engaging audiences in the US and globally, which requires them to constantly find ways to improve the customer experience by connecting every customer touchpoint into a source of truth to create truly personalized experiences, at scale,” said Michael Affronti, General Manager of Messaging at Salesforce.

“WhatsApp-first business messaging enables every Salesforce customer to provide personal and conversational experiences that increase sales, improve customer service, and engage customers wherever they are.”

WhatsApp messaging will make its way to Salesforce Marketing Cloud in December, with further integrations to enter general availability in the months to follow.

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