Comment Envoyer des Messages WhatsApp depuis Salesforce (2026)

Votre equipe commerciale vit dans Salesforce. Vos clients vivent sur WhatsApp. Connecter ces deux plateformes peut transformer la facon dont vous nourrissez vos leads, concluez des affaires et accompagnez vos clients apres la vente. Mais l'option native WhatsApp de Salesforce -- Digital Engagement -- a un prix eleve qui la rend inaccessible pour la plupart des equipes.

Ce guide vous presente des moyens pratiques d'envoyer des messages WhatsApp directement depuis Salesforce en utilisant WhatsTeam, l'API officielle WhatsApp Business et des outils d'automatisation que vous utilisez probablement deja. Pas de solutions non officielles, pas de hacks avec des codes QR -- uniquement des integrations pretes pour la production construites sur l'infrastructure officielle de Meta.

Why Connect Salesforce to WhatsApp?

WhatsApp has over 2 billion active users and open rates above 90%. Compared to email's 20-25% open rate, that is a significant difference. Connecting it to Salesforce means your team can:

• Engage leads instantly when they enter your pipeline
• Automate follow-ups based on opportunity stage changes
• Send case updates without leaving the CRM
• Trigger post-sale sequences that drive retention and upsells
• Keep a unified conversation history tied to Salesforce records

The question is not whether to connect these platforms. It is how to do it without overpaying or relying on fragile workarounds.

Salesforce Digital Engagement vs WhatsTeam: A Cost Comparison

Salesforce offers WhatsApp messaging through its Digital Engagement add-on. Here is how it stacks up against WhatsTeam.

For a team of 10 agents, Salesforce Digital Engagement adds $750/month on top of existing Salesforce licensing. WhatsTeam's Business plan at $69/month covers the entire team with more WhatsApp-specific features. See full pricing details.

Integration Methods: Three Ways to Connect

There are three practical approaches to sending WhatsApp messages from Salesforce using WhatsTeam, ranging from zero-code to fully custom.

Method 1: No-Code with Zapier

Best for teams that want a working integration in under 30 minutes without writing any code.

Prerequisites:

• A WhatsTeam account (sign up here)
• A Zapier account (free tier works for low volume)
• Salesforce admin access

Step-by-step setup:

1. Connect WhatsTeam to Zapier. In your WhatsTeam dashboard, navigate to Integrations and generate an API key. In Zapier, search for WhatsTeam and authenticate with your API key.

2. Create a new Zap. Set the trigger app to Salesforce. Choose the event that should initiate a WhatsApp message -- for example, "New Lead" or "Updated Opportunity Stage."

3. Configure the Salesforce trigger. Authenticate your Salesforce account and select the object and fields you want to monitor. For lead nurturing, choose the Lead object and filter by status.

4. Add the WhatsTeam action. Select "Send WhatsApp Message" as the action. Map Salesforce fields to the message template:

   • To: Map to the lead's phone number field
   • Template: Select an approved WhatsApp message template
   • Variables: Map dynamic fields like first name, company, or deal value

5. Test and activate. Send a test message, verify it arrives, and turn the Zap on.

Example Zap configurations:

• New Lead in Salesforce → Send WhatsApp welcome message
• Opportunity moves to "Proposal" → Send pricing document via WhatsApp
• Case status changes to "Resolved" → Send satisfaction follow-up
• Contract renewal date approaching → Send renewal reminder

Method 2: No-Code with Make (Integromat)

Make offers more complex workflow logic than Zapier, including branching, loops, and error handling.

Step-by-step setup:

1. Create a new scenario in Make. Add the Salesforce module as your trigger. Select "Watch Records" and choose the object type.

2. Add conditional routing. Use Make's router to branch based on Salesforce field values. For example, route Spanish-speaking leads to a Spanish template and English-speaking leads to an English template.

3. Add the HTTP module for WhatsTeam. Configure a POST request to the WhatsTeam API endpoint. Include your API key in the headers and map Salesforce fields to the request body.

4. Add error handling. Attach an error handler to retry failed messages or log them to a Google Sheet for manual follow-up.

5. Schedule and activate. Set the scenario to run at your preferred interval (every 5 minutes for near-real-time delivery).

Make's visual workflow builder is particularly useful when you need to send different messages based on lead source, territory, deal size, or language.

Method 3: Custom Integration via REST API

For engineering teams that want full control, WhatsTeam's REST API lets you trigger WhatsApp messages from Salesforce Apex code, Flow, or any middleware.

Apex class example:

hljs apexCopy
public class WhatsTeamMessaging {

    private static final String WHATSTEAM_API = 'https://api.whatsteam.com/v1/messages';

    @future(callout=true)
    public static void sendWhatsAppMessage(String phone, String templateName, String params) {
        HttpRequest req = new HttpRequest();
        req.setEndpoint(WHATSTEAM_API);
        req.setMethod('POST');
        req.setHeader('Content-Type', 'application/json');
        req.setHeader('Authorization', 'Bearer ' + WhatsTeam_Settings__c.getInstance().API_Key__c);

        Map<String, Object> body = new Map<String, Object>{
            'to' => phone,
            'template' => templateName,
            'parameters' => params
        };
        req.setBody(JSON.serialize(body));

        Http http = new Http();
        HttpResponse res = http.send(req);

        if (res.getStatusCode() != 200) {
            System.debug('WhatsTeam API Error: ' + res.getBody());
        }
    }
}

Salesforce Flow integration:

1. Create an Apex Action that wraps the sendWhatsAppMessage method.
2. In Salesforce Flow Builder, add the Apex Action as a step in your record-triggered flow.
3. Pass the contact's phone number and relevant record fields as parameters.
4. Add fault handling to capture API errors.

Key considerations for the API approach:

• Store your WhatsTeam API key in a Custom Setting or Named Credential, never hardcode it
• Add the WhatsTeam API endpoint to Salesforce Remote Site Settings
• Use @future(callout=true) or Queueable Apex for asynchronous execution
• Respect WhatsApp's 24-hour messaging window and template requirements
• Log API responses to a custom object for troubleshooting

For complete API documentation, visit the WhatsApp API reference.

Four High-Impact Use Cases

1. Lead Nurturing

When a new lead enters Salesforce from a web form, trade show, or ad campaign, time matters. A WhatsApp message sent within five minutes of capture has significantly higher engagement than an email sent in the same window.

Workflow:

• Salesforce trigger: New Lead created
• WhatsTeam action: Send personalized welcome template with the rep's name and a booking link
• Follow-up: If no reply in 24 hours, send a gentle reminder

This keeps your speed-to-lead metric sharp without adding manual work.

2. Opportunity Stage Notifications

Keep prospects informed and engaged as deals progress through your pipeline.

Workflow:

• Salesforce trigger: Opportunity stage changes to "Negotiation"
• WhatsTeam action: Send contract summary and next steps via WhatsApp
• Internal notification: Alert the account executive in the Team Inbox if the prospect replies with questions

3. Case and Support Updates

Customers prefer getting support updates where they already communicate. Instead of sending case update emails that get buried in inboxes, deliver them on WhatsApp.

Workflow:

• Salesforce trigger: Case status changes
• WhatsTeam action: Send status update template with case number and resolution details
• Escalation: If the customer replies with a follow-up issue, the Team Inbox routes it to the right agent

4. Post-Sale Follow-Up and Retention

The relationship does not end at close. Automated post-sale sequences on WhatsApp drive onboarding completion, product adoption, and renewal rates.

Workflow:

• Day 1 after close: Welcome message with onboarding resources
• Day 7: Check-in asking if setup went smoothly
• Day 30: Request for a review or referral
• 30 days before renewal: Renewal reminder with current plan details

These sequences run entirely on automation, touching the customer at the right moments without manual effort.

Best Practices for Salesforce-WhatsApp Integration

Use approved message templates. WhatsApp requires pre-approved templates for outbound messages outside the 24-hour conversation window. Design templates that are personalized but compliant with Meta's guidelines.

Respect opt-in requirements. Only send WhatsApp messages to contacts who have explicitly opted in. Store consent status in a custom Salesforce field and filter your automations accordingly.

Keep messages conversational. WhatsApp is a personal channel. Messages that read like corporate emails will get ignored or blocked. Write like a human, keep it brief, and include a clear next step.

Monitor delivery and read receipts. WhatsTeam's Analytics dashboard shows delivery rates, read rates, and response times. Use this data to optimize send times and template content.

Map the 24-hour window. After a customer messages you, you have a 24-hour window to reply with free-form messages. Outside that window, you must use approved templates. Design your automations around this constraint.

Frequently Asked Questions

Do I need Salesforce Digital Engagement to send WhatsApp messages?

No. Salesforce Digital Engagement is one option, but it is expensive and limited. WhatsTeam connects to Salesforce through Zapier, Make, or a direct API integration, giving you full WhatsApp Business API capabilities at a fraction of the cost. Plans start at $29/month.

Is this integration officially supported by WhatsApp?

Yes. WhatsTeam uses the official WhatsApp Business API (WABA) provided by Meta. All messages go through Meta's approved infrastructure. There are no unofficial connectors, browser automation, or QR code workarounds involved.

Can I send bulk WhatsApp campaigns from Salesforce?

You can trigger campaign messages based on Salesforce list views, reports, or data segments. Use Zapier or Make to watch a Salesforce report and send templated WhatsApp messages through WhatsTeam's Campaigns feature to each matching contact. Ensure all recipients have opted in.

What happens if a customer replies to an automated message?

Replies appear in your WhatsTeam Team Inbox, where agents can respond in real time. You can assign conversations to specific team members, add internal notes, and tag conversations for follow-up. If you have AI chatbots enabled, WhatsTeam can handle common questions automatically.

How do I handle multiple WhatsApp numbers for different Salesforce business units?

WhatsTeam supports multiple WhatsApp Business numbers under a single account. You can route messages from different Salesforce business units to different WhatsApp numbers by configuring separate Zaps or Make scenarios for each unit.

Does the integration sync conversation history back to Salesforce?

With the API integration, you can log WhatsApp conversations as Salesforce Activities or attach them to the relevant Lead, Contact, or Case record. Using Zapier or Make, you can create a reverse Zap that logs incoming WhatsApp messages as Salesforce tasks or notes.

Get Started

Connecting Salesforce to WhatsApp through WhatsTeam takes minutes, not months. Whether you choose the no-code path with Zapier and Make or build a custom API integration, you get the full power of the WhatsApp Business API without the overhead of Salesforce Digital Engagement.

1. Sign up for WhatsTeam and connect your WhatsApp Business number
2. Choose your integration method (Zapier, Make, or API)
3. Set up your first automated workflow
4. Monitor results in the Analytics dashboard

For a deeper look at the Salesforce connector, visit the Salesforce integration page.