WhatsApp for Salesforce Service Cloud

Bring WhatsApp into your Salesforce Service Cloud for 2-way customer engagement to manage cases, messaging sessions, and agent workflows.

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Infobip’s Salesforce Service Cloud messaging integration enables Bring Your Own Channel (BYOC) messaging using WhatsApp, allowing support teams to manage real-time customer conversations directly within Service Cloud messaging sessions.


Features

  • Send messages over WhatsApp without leaving the familiar Salesforce console. 
  • Unified agent experience. Manage WhatsApp conversations alongside cases and agent workflows in Salesforce Service Cloud.


Use cases

  • 2-way customer support. Initiate WhatsApp conversations that are handled by agents in real time within Service Cloud.

  • Chatbot escalation. Escalate chatbot conversations to live agents while preserving all prior messages for context and continuity.



Requirements

  • Infobip account and API key with required scopes. Integration is free of charge. Additional messaging costs are applied per your consumption.
  • Salesforce Service Cloud instance with the Digital Engagement SKU and Partner Messaging add-on license
  • SCRT2 Integration User (sfdc_scrt2) permission set in your Salesforce org.

About the creator

Infobip is an international IT and telecommunications company. It operates a full-stack Communications Platform as a Service with private cloud infrastructure and zero-hop connectivity to telecoms globally.