Integration architecture
Salesforce-WhatsApp integration can be realized in three ways: via an AppExchange app dedicated to WhatsApp, via Salesforce Flow with external API calls to Chat API, or via a middleware (MuleSoft, Make, Zapier) connecting the two systems.
Salesforce Flow integration offers maximum flexibility within the Salesforce ecosystem: you can trigger WhatsApp message sending from any Salesforce event and receive WhatsApp replies as tasks or activities in Salesforce.
Salesforce workflows that trigger WhatsApp messages
Most common Salesforce workflows sending WhatsApp messages via Chat API: new lead created (immediate first response), opportunity reaching 'Proposal sent' stage (WhatsApp notification to prospect), support case resolved (CSAT survey via WhatsApp), and upcoming contract expiry (renewal reminder).
Contact synchronization
For bidirectional contact sync between Salesforce and Chat API: when a contact is created or updated in Salesforce, Chat API is notified to update the contact profile. When a new WhatsApp message arrives from a number not yet in Salesforce, the system automatically creates a new lead.
Metrics and reporting in Salesforce
With complete integration, you can build Salesforce reports showing WhatsApp's business metrics impact: opportunities created after a WhatsApp campaign, support cases resolved via WhatsApp, average response time by channel.
