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How we connect WhatsApp to Salesforce

WhatsApp enquiries land in Salesforce as Leads, Contacts and Tasks, and changes in Salesforce send the right WhatsApp message to the customer. We're a South African engineering team that builds this for your org through the Salesforce API, on your own WhatsApp account.

Talk to an engineer See the flows

Last updated 26 October 2026

New WhatsApp enquiry example

Hi, is the 2022 Hilux on your site still available? I'm in Somerset West.

It is. Can I get your name and when you'd like a test drive?

Salesforce Lead (created)Pieter M. · Lead Source: WhatsApp
Task (logged)Test drive request · Sat morning · Somerset West branch
Owner set by your existing Salesforce assignment rules

A WhatsApp Salesforce integration links your WhatsApp Business account to your Salesforce org in both directions. Euphony builds it per client: our platform calls the Salesforce REST API to find, create and update records, and Salesforce Flows call an authenticated webhook on our side to send WhatsApp messages. Meta bills you directly for messages, at Meta's rates.

What flows between WhatsApp and Salesforce

Most builds have two halves. Each one is a set of agreed events, and you choose which ones you need.

From WhatsApp into Salesforce

  • New enquiry to Lead. Our automation asks the qualifying questions you'd ask on a call, then creates a Lead with the answers in your own fields and Lead Source set to WhatsApp.
  • Known customer to Contact. Before creating anything, we look the sender's number up in Salesforce. If a Contact or Lead already exists, we update it instead of making a duplicate.
  • Conversation to activity. Each enquiry, booking request or completed form is logged as a Task (or a custom object, if you prefer) on the right record, with a short summary.
  • Form answers to fields. Answers from a WhatsApp Flow, such as a quote request or application, are written to the matching fields, not pasted into a notes box.
  • Opportunity updates. A customer accepting a quote or paying a deposit can move an Opportunity to the next stage.

From Salesforce out to WhatsApp

  • Status changes. A Case is updated, an order ships, an application is approved: a record-triggered Salesforce Flow tells our platform, and the customer gets a WhatsApp update.
  • Appointment and follow-up reminders. A test drive, site visit or consultation saved in Salesforce triggers a reminder with confirm and reschedule buttons. See appointment reminders.
  • Quotes and payment links. When a rep marks a quote ready, the customer receives it on WhatsApp with a Paystack or Yoco payment link. Both payment gateways already run on our platform.
  • Campaigns to opted-in customers. A Salesforce report exported as a CSV can be imported into our platform as Contacts and used as the audience for a WhatsApp broadcast. Only contacts who have opted in receive marketing messages, and replies such as "stop" opt them out.
Already in Salesforce: its own WhatsApp channel

Salesforce offers WhatsApp messaging to Service Cloud customers with Digital Engagement. If your agents work all day in the Service Console with Omni-Channel routing, look at that first. We suit teams that want WhatsApp automation, Flows, payments and a shared inbox outside Salesforce, with the results written back into Salesforce.

Source: Salesforce introduces WhatsApp for Service Cloud, Salesforce News

How the build works

There's no magic connector. Two plain, well-documented mechanisms do the work, one for each direction.

  1. Our platform calls SalesforceWhen something happens in a WhatsApp conversation, our automation calls the Salesforce REST API. It runs a SOQL query to find the customer by phone number, then creates or updates records. Where you keep an external ID (such as a WhatsApp number or customer number), we upsert on it, so a repeat message updates the same record instead of creating a second one.
  2. Salesforce calls our platformFor the other direction, a record-triggered Flow in your org uses Salesforce's HTTP Callout action (or Apex, if your team prefers code) to post to an authenticated webhook on our platform. The webhook starts the right conversation: a reminder, a status update, a quote.
  3. AuthenticationWe connect as a dedicated Salesforce integration user through an External Client App using the OAuth 2.0 client credentials flow, Salesforce's OAuth flow for server-to-server integrations. The integration user gets only the objects and fields the build needs. On your side, the HTTP Callout uses a Named Credential, so the webhook key isn't typed into the Flow itself.
  4. Messages that Meta allowsInside the 24-hour customer service window, replies are free-form. Outside it, a Salesforce-triggered message must be an approved message template, so we create and submit the templates each event needs (usually utility).

Sources: sObject Rows by External ID · Connecting to an API Without a Connector Using HTTP Callout · OAuth 2.0 Client Credentials Flow · Customer service windows, Meta

Things we design around

  • API access by edition. Salesforce enables API access by default in Enterprise, Performance, Unlimited and Developer Edition orgs. Professional Edition can buy it as an add-on. Without it, every call fails with API_DISABLED_FOR_ORG.
  • Daily API limits. Each org has a daily allocation of API requests that every integration shares. We keep calls lean (one lookup, one write per event where possible) and check how much headroom your org has before we go live.
  • Duplicates. Phone numbers are stored in many formats (082…, +27 82…, 27 82…). We normalise them before matching and respect your duplicate rules.
  • Your process stays in Salesforce. Lead assignment rules, validation rules and approvals keep running. We don't route chats to named agents in our inbox; record ownership is decided in Salesforce.

Source: Supported Editions and Required Permissions, Salesforce REST API

Example scenarios

What a WhatsApp and Salesforce build looks like

Each one is a custom build. Names and details in these cards are examples, not client results.

What you need to provide

  1. Your WhatsApp accountYou connect your own WhatsApp Business account through Meta's Embedded Signup and add a payment method in WhatsApp Manager, so Meta bills you directly. Codeswop is a Meta Tech Provider. Already with Wati, Twilio or another provider? Since 23 September 2026 you can share your WhatsApp account with us without moving your number; templates must be recreated. See switching providers.
  2. A Salesforce org with API accessEnterprise, Unlimited, Performance or Developer Edition, or Professional with the API add-on.
  3. An admin for an hour or twoTo create the integration user and External Client App, approve its permissions, and add the Named Credential and Flows on your side. We send exact steps, or we do it with your admin on a call.
  4. Your field mapWhich objects and fields matter, what counts as a duplicate, which record types and Lead sources to use, and which Salesforce events should send a WhatsApp message.
  5. A sandbox, ideallyWe build and test against a sandbox first, then deploy to production once you've signed off.

Sources: Embedded Signup overview, Meta · Updates to WhatsApp Business accounts, Meta

What it costs

There are three separate parts, and only one of them comes from us.

  • Meta's charge. Meta charges per delivered message, by category. From 1 October 2026, a marketing message to a South African number costs US$0.0379, and a utility, authentication or service message costs US$0.0095. Each number gets its first 1,000 service messages a month free. Most Salesforce-triggered updates are utility templates. Meta bills you directly, and we add nothing.
  • Salesforce's charge. Your existing Salesforce licences, plus the API add-on if you're on Professional Edition. We don't resell Salesforce.
  • Our charge. A one-off build from R15,000 ex VAT, plus R7,500 per integration, depending on how many flows and objects are involved, and a monthly fee from R4,950 ex VAT to run and look after it.

Source: Pricing on the WhatsApp Business Platform, Meta. See our pricing page for worked examples in rand.

What we don't offer

There's no Euphony app to install from the Salesforce AppExchange, and no self-serve setup. Every Salesforce integration is engineered for your org, and changes come through us. If you'd rather wire it yourself, our n8n and custom API routes may suit you.

Questions

WhatsApp Salesforce integration FAQ

Is there a ready-made WhatsApp connector for Salesforce from Euphony?

No. We connect WhatsApp to Salesforce as a custom build for each org, using the Salesforce REST API and authenticated webhooks. There's no app to install from a marketplace. The build is shaped around your objects, fields and sales process.

Which Salesforce editions can be connected to WhatsApp this way?

Salesforce enables API access by default in Enterprise, Performance, Unlimited and Developer Edition orgs. Professional Edition needs API access bought as an add-on. Without API access, Salesforce rejects calls with an API_DISABLED_FOR_ORG error. See Salesforce's edition list.

Doesn't Salesforce already have its own WhatsApp channel?

Yes. Salesforce offers WhatsApp messaging to Service Cloud customers with Digital Engagement. If your agents work all day in the Service Console with Omni-Channel routing, that may suit you better. We suit teams that want WhatsApp automation, WhatsApp Flows, payments and a shared inbox outside Salesforce, with the results written into Salesforce.

What does Meta charge for WhatsApp messages sent from Salesforce?

Meta charges per delivered message by category. From 1 October 2026, a marketing message to a South African number costs US$0.0379 and a utility, authentication or service message costs US$0.0095, with the first 1,000 service messages per number each month free. Meta bills you directly. We add nothing to message costs. See Meta's pricing page.

Can a Salesforce Flow send a WhatsApp message?

Yes, through the build. A record-triggered Salesforce Flow uses an HTTP Callout action, or Apex, to call an authenticated webhook on our platform. Our automation then sends the right WhatsApp message. Outside the 24-hour customer service window it must be an approved message template.

Do we need to move our WhatsApp number to connect Salesforce?

No. You connect your own WhatsApp Business account through Meta's Embedded Signup. Since 23 September 2026, a business can share its WhatsApp account with a new partner without moving the number. Message templates must be recreated. See switching providers.

Related

Put WhatsApp where your pipeline lives

Tell us which Salesforce objects your team works in and where WhatsApp enquiries go today. We'll map the flows on one call.

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