Salesforce | WhatsApp in the Message Feed

WhatsApp messaging in our Sinch SMS for Salesforce Message Feed enables you to connect with your audiences on your preferred channel within Sinch SMS for Salesforce. You can check Meta's support article for more information about Messages in the WhatsApp Business Platform.

Connect and Setup

To setup WhatsApp messaging in Sinch SMS for Salesforce:

1. In the top navigation, click on the Setup & Configuration tab.
2. Scroll down and click on Advanced Settings.
3. In the Social Channels section, click on the Set Up WhatsApp Messaging button. This makes sure your WhatsApp business account is set up and connected to the Sinch platform.
4. You'll also need to enable these remote sites: 
   - https://api.eu.saas.sinch.com
   - https://api.au.saas.sinch.com

Template Integration

The Sinch platform only syncs Meta-approved templates into your Salesforce organization. To do this: 

1. In the top navigation, click on the SMS Templates tab.
2. Click on Sync WhatsApp Templates. Depending on your List View, you may need to click on the down arrow first.

To create a new template:

1. From the SMS templates tab, click the down arrow.
2. Click Build WhatsApp Templates.

3. You'll be taken to the Sinch platform where you can create your WhatsApp templates.

   

Once your WhatsApp Templates are synced into your Salesforce organization, you'll need to map the fields. 

1. Click into the template you want to use and click on Edit.
2. Select the Object and Folder you want to save the template in. 

3. Select the Language and map the Related Object field. 

   If your template is in multiple languages and you want to map each field differently for each language, check the box for "Customize field mapping for each language". If the box is unchecked, all fields will be mapped the same for each language. 

4. (Optional) To send an image, click on Attach File.

5. Click on Save template.

   

Message Initiation

To send WhatsApp messages to a Contact or Lead, you must be using your WhatsApp number in Sinch SMS. To select this:

1. At the bottom of the Message Feed section, click on More Options.
2. Select your WhatsApp Sender from the Sender ID drop-down list. 

Once WhatsApp has been selected as the Sender ID, you'll be able to select a Meta-approved WhatsApp template to start your conversation. All WhatsApp templates are created and sent for approval in the Sinch platform. 

To initiate an outbound message:

1. Click on the Insert template icon and select the WhatsApp template you'd like to use.
2. (Optional) Click Show Preview to see any images and call to action buttons.
3. Click Send to deliver your message.

WhatsApp messages will show a small WhatsApp icon on the sender initials to help easily identify between SMS and WhatsApp.