In the business sector, communication plays a very important role in ensuring that everything runs smoothly for any organisation. With over two billion people online, it’s not surprising that WhatsApp is one of the main channels of conversation with clients. With the help of the Salesforce WhatsApp integration solution, companies can respond to their customers’ needs, customer communication can be tracked within the CRM and most importantly, deal with clients through the organisation’s WhatsApp channels seamlessly.
When looking at the options for incorporating WhatsApp into Salesforce, users primarily focus on two available types, namely WhatsApp Web Integration and WhatsApp Business API Integration. Both solutions have specific advantages, but which is more appropriate for your enterprise? Let’s look at the characteristics and differences of the solutions to make a choice.
WhatsApp Web Integration with Salesforce: A Simple and Effective Solution:
WhatsApp Web Integration is a great option for businesses that want to manage their WhatsApp communications without the complexity of a full API integration. It connects your existing WhatsApp Web account to Salesforce, providing basic tools for customer interaction.
Key Features of WhatsApp Web Integration:
- Automatic Syncing of Contacts: This would allow users to add WhatsApp contacts with Salesforce users easily.
- Message Notifications: Users will get notifications about new messages sent to them over WhatsApp within their Salesforce interface.
- Click-to-Call and Click-to-Message: A user will be able to make telephone calls or send messages over WhatsApp from Salesforce without going to the WhatsApp application.
- Case Creation for Each Call/Message: Users will also be able to have a permanent record of every WhatsApp conversation made through the salesforce system-integrated application.
- Normal Workflow Automation: From what features are available now, those applied to automation on salesforce are very few.
Best Suited For Small businesses or teams looking for a straightforward, affordable way to manage customer communication through WhatsApp without needing advanced automation or reporting.
Pricing: $149/month for unlimited users per Salesforce org. This is a fixed monthly fee, meaning there are no costs per message retrieved.
WhatsApp Business API Integration with Salesforce: A Powerful and Scalable Option>
Integration with a WhatsApp Business API covers communication non-verbally. Abandoned conversations in WhatsApp can be handled with automation, bulk messaging and deeper integration with the existing Salesforce system.
Key Features of WhatsApp Business API Integration:
- Seamless Messaging: Communicate directly with customers through WhatsApp, handling sales, support, and inquiries all from within Salesforce.
- Shared Inbox: Manage conversations across teams, ensuring no message gets overlooked. This is especially useful for businesses with multiple agents handling customer queries.
- Automated Responses and Campaigns: Automate replies, schedule broadcasts, and send bulk messages using Meta-approved templates, allowing you to engage customers at scale.
- 360° Customer View: Access the full history of customer interactions within WhatsApp, providing your team with complete context for personalised service.
- Detailed Reports and Analytics: Track message volumes, response rates, and engagement metrics directly in Salesforce. This helps you measure the effectiveness of your campaigns and customer communication.
- Personalised Messaging: Use Salesforce data to send personalised messages to customers, ensuring every interaction feels relevant and tailored.
Best Suited For: Medium to large businesses that handle high volumes of customer interactions or want to integrate WhatsApp into their marketing and support strategies.
Pricing: $5/user/month plus Meta conversation pricing, which scales based on usage.
Feature Comparison: WhatsApp Web Integration vs. WhatsApp Business API Integration
| Feature | WhatsApp Web Integration | WhatsApp Business API Integration |
| Communication Type | Basic messaging, manual or semi-automated | Advanced messaging with bulk and automated responses |
| Inbox Type | Individual agent access | Shared inbox for team collaboration |
| Automation | Limited automation options | Full automation, including workflows and campaigns |
| Contact Management | Basic contact sync | Full integration with Salesforce records |
| Customer 360° View | Not available | Full 360° view of customer conversations |
| Bulk Messaging | Not available | Yes, using Meta templates |
| Analytics and Reporting | Basic call logs and task creation | Advanced messaging analytics and campaign reports |
| Pricing | $149/month for unlimited users | $5/user/month + Meta conversation pricing |
| Scalability | Suited for smaller teams | Designed for larger teams and higher message volumes |
| Integration with Salesforce | Limited to basic functions | Deep integration with Salesforce campaigns, contacts, and more |
Choosing the Right Integration for Your Business?
The decision between WhatsApp Web Integration and WhatsApp Business API Integration depends on your business size, communication needs, and desired level of automation.
- WhatsApp Web Integration is ideal if you are looking to enable WhatsApp conversations from Salesforce straightforwardly and cost-effectively. It is particularly useful for smaller teams that are focused on dealing with a low volume of WhatsApp messages and do not need bulk messaging features or automation-heavy processes.
- WhatsApp Business API Integration, in contrast, is suited for businesses that are looking to have more features. If you’re interested in automating customer interaction, bulk messaging in a more personalised manner and utilising more detail-driven analytics, this integration will assist in optimising all these aspects of your business communication. It is suitable for bigger teams and businesses dealing with numerous customer interactions.
Conclusion: Choose a Solution You Can Use to Win Your Business
Both WhatsApp Web Integration and WhatsApp Business API Integration offer unique benefits for managing WhatsApp communications through Salesforce. The best choice depends on your specific business needs:
- Choose WhatsApp Web Integration if you want a straightforward, budget-friendly solution with basic features to handle customer conversations efficiently.
- Opt for WhatsApp Business API Integration if you require advanced automation, team collaboration, and deeper insights into your customer communication efforts.
Not sure which solution is best for you? Start with a free trial of our WhatsApp Web Integration or contact us for a personalised consultation on how to implement the WhatsApp Business API Integration to suit your business goals.
By using this guide, you can better understand which WhatsApp integration aligns with your business’s communication needs, whether it’s for smaller teams or for bigger ones with more requirements.
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