Salesforce + WhatsApp API Integration — Complete Guide 2025

Salesforce powers enterprise CRM. WhatsApp powers enterprise customer communication. WA.Expert bridges both — every Salesforce record event triggers a WhatsApp, every reply syncs back to Salesforce. The complete enterprise WhatsApp + CRM integration guide.

Connect Salesforce + WhatsApp → Talk to an Expert

Enterprise

Salesforce + WhatsApp for large Indian enterprises

Salesforce Flow

Native Salesforce Flow → WA.Expert webhook action

Bi-dir sync

WhatsApp replies logged to Salesforce activity timeline

Apex

Custom Apex triggers for complex WhatsApp logic

What You Can Automate

Top use cases for Salesforce + WhatsApp API

Salesforce is the world's leading enterprise CRM. WA.Expert connects Salesforce to WhatsApp API — sending WhatsApp messages from Salesforce Flows, Process Builder, and Apex triggers. Every lead, opportunity, and case event can fire a personalised WhatsApp automatically.

🎯

Lead created → WhatsApp follow-up

New Salesforce Lead fires WhatsApp within 2 minutes from the assigned owner — before competitors respond.

📋

Opportunity stage change → WhatsApp

Opportunity moves to Proposal, Negotiation, or Closed Won — WhatsApp fires to contact and account owner.

🎫

Case created → WhatsApp acknowledgement

New Salesforce Service Cloud case fires WhatsApp acknowledgement to customer with case number and SLA.

🔔

Task overdue → WhatsApp alert

Overdue Salesforce task fires WhatsApp reminder to the assigned rep.

Trigger → Action

How Salesforce events trigger WhatsApp messages

Salesforce trigger	WhatsApp action (WA.Expert)	Business impact
Lead created	WhatsApp from assigned owner within 2 min	3× lead response rate
Opportunity stage change	Stage-specific WhatsApp to contact	Proactive deal communication
Case created (Service Cloud)	WhatsApp acknowledgement with case number + SLA	Professional support response
Contract signed (DocuSign)	WhatsApp congratulations + onboarding next steps	Smooth enterprise onboarding
Campaign member added	WhatsApp campaign message to target contact	Multi-channel campaign

Setup Guide

How to connect Salesforce to WhatsApp API

Create WA.Expert connected app in Salesforce

In Salesforce Setup → App Manager → New Connected App. Add WA.Expert's OAuth endpoint. This allows Salesforce to call WA.Expert API securely with OAuth tokens.

Build Salesforce Flow with HTTP callout

In Salesforce Flow Builder: add an HTTP Callout action pointing to WA.Expert API. Map Salesforce field references to the WhatsApp template variables. Add conditional logic for different templates based on record type.

Set up Named Credential for WA.Expert

In Salesforce Setup → Named Credentials → New. Add WA.Expert API URL and authentication. Named Credentials allow Apex and Flow to call WA.Expert without hardcoding credentials.

Create Apex trigger for complex logic

For advanced use cases (multi-contact notifications, custom field logic): write an Apex trigger that fires on DML events and calls a future method to send the WA.Expert API callout asynchronously.

Enable WhatsApp reply sync to Salesforce

WA.Expert's Salesforce connector creates Task or Case Comment records for incoming WhatsApp replies. Outgoing messages appear as Activity Log entries on the related Lead, Contact, or Opportunity.

Sample Salesforce → WhatsApp configuration

// Salesforce Flow HTTP Callout → WA.Expert
// Trigger: Lead Status changed to "Working"

// HTTP Callout action config:
URL: https://api.wa.expert/v1/send
Method: POST
Header: Authorization Bearer {!$Credential.WaExpert.Token}

Body:
{
  "to": "{!Lead.MobilePhone}",
  "template": "sf_lead_followup",
  "variables": {
    "name": "{!Lead.FirstName}",
    "owner": "{!Lead.Owner.Name}"
  }
}

WA.Expert handles WhatsApp API authentication, template approval, and delivery. You pass trigger data from Salesforce — no WhatsApp API expertise needed.

FAQ

Salesforce + WhatsApp — common questions

Does Salesforce support WhatsApp natively?

Salesforce has a native WhatsApp channel via Salesforce Messaging (part of Service Cloud Digital Engagement). However, this requires Salesforce Service Cloud Enterprise or Unlimited editions and adds significant cost. WA.Expert provides WhatsApp automation for Salesforce at a fraction of the cost, working with any Salesforce edition via HTTP callouts from Flow or Apex.

Can Salesforce Flow call WA.Expert directly?

Yes — Salesforce Flow supports HTTP Callout actions (available in Salesforce Spring '23 and later). This allows admins to call WA.Expert API from Flow without writing Apex code. For older Salesforce orgs, Apex callouts in a future method are the alternative.

How are WhatsApp replies synced back to Salesforce?

WA.Expert forwards incoming WhatsApp replies to a Salesforce REST API endpoint. The connector creates an Activity (Task) record on the related Lead, Contact, or Opportunity with the reply text, timestamp, and sender details. Salesforce admins can view the full WhatsApp conversation history in the activity timeline.

Does this work with Salesforce CPQ and Revenue Cloud?

Yes — CPQ quote events (quote created, sent, approved) can trigger WhatsApp notifications via Salesforce Flow. Revenue Cloud subscription events (renewal due, payment processed) work the same way. The WA.Expert HTTP callout works from any Salesforce Flow regardless of which Salesforce product generates the trigger.

Can multiple Salesforce users (account team) receive WhatsApp alerts?

Yes — for Account Team Selling scenarios, the Apex trigger can iterate over the account team members and send WhatsApp to each relevant team member (AE, SE, CSM) with role-specific messages. This requires Apex — Salesforce Flow is best for single-recipient notifications.

What is the Salesforce + WA.Expert setup time?

For basic lead follow-up via Flow: 2–3 hours for a Salesforce admin. For advanced bi-directional sync with Apex: 1–2 days for a Salesforce developer. WA.Expert provides a Salesforce package (managed package) that installs all required components automatically — reducing setup time significantly.

Related Integrations

More WhatsApp integration guides

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