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“We’ve moved from digital products and infrastructure to digital distribution and Web strategy to now into more holistic transformations that clearly are based on mobile, social media, digitization, and the power of analytics and we think it’s really a new era requiring new strategies.” – Quote by Saul Berman, Chief Strategist, VP & Global Digital Business Strategy Practice Leader for IBM Global Business Services.
Divya kumari of Poona is a young and talented home baker residing in the posh environs of Koregaon Park. She bakes delectable treats using the finest ingredients in the market and each offering is a labour of love. Her business was slow despite having a website and social media presence. Mulling over ideas on growing her business, it was her younger brother Dhruv who is a tech geek who suggested that she integrate her WhatsApp business account with a CRM like Salesforce via Salesforce integration services.
that will reap wonders for her. By onboarding Salesforce CRM that was customized for her by a Salesforce integration services vendor, she was able to improve her outreach and marketing, improved client servicing and delight that translated into an increase in orders. She is now a busy bee baker trying to keep pace with the order flow and even employing others to manage the workflow of cakes, muffins, and so on. Thanks to Salesforce integration services. Two ways of communication supported by WhatsApp Customer Care Interactions:
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Client-led conversations that require a reply within 24 hours.
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Notifications: Business-initiated, pre-approved, texts that can be dispatched anytime.
The Salesforce editions that support this integration as part of Salesforce integration services are:
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Lightning edition with Digital Engagement add-on SKU.
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Enterprise, Performance, Unlimited, and Developer editions with service cloud or sales cloud.
Required User Permissions to enable the same:
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To set up WhatsApp Messaging, Configure Messaging permission is needed.
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To authorise Whatsapp Messaging, Customise Applications, and Manage Auth. Provider's permissions are needed.
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To view WhatsApp Channels, you require View Setup & Configuration.
Important information needed to know before integration:
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You / brands can use up to 250 phone numbers for WhatsApp on your Facebook Business Manager account, with the permission of WhatsApp. This is after Salesforce integration services.
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Messages have to maximum of 1600 characters in a given message.
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Images in messages have to be either in jpeg or png format.
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No file can exceed the mandated size of 5 MB.
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WhatsApp for Business users are not permitted to send stickers, audio files, locations, or contacts using WhatsApp. This is important to know for those seeking Salesforce integration services.
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If a client responds to a particular message, the team will see only the new message the client is sending and cannot view responses to messages.
Best practices advisory:
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Notifications to clients can only be sent 24 hours after the last interaction with the client. This prevents spamming and harassment of the clients / audience.
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WhatsApp allows only 10 notification types, each of which is with allowed use cases. These include shipping updates, billing updates, reservations updates, etc.
For all types of Salesforce Integration services including Whatsapp, lets connect today.
Also Read: BEST SALESFORCE INTEGRATION STRATEGY
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About the Author
Mohit Sharma
Mohit is Practice Lead, 15x Certified Salesforce Consultant, Salesforce trainer, blogger, writer, and full-time husband. With over 8 years of experience implementing Salesforce, and an obsession for innovation, ready to tackle any new project that comes his way.
