Who should read this article: All users
Use the Inbox widget in Salesforce to handle WhatsApp conversations.
Use Case: Handling a WhatsApp conversation in Salesforce
The Voiso Salesforce integration lets you handle WhatsApp conversations from your contacts without leaving Salesforce.
To handle conversations routed to your account, open the Voiso Inbox (Omnichannel Workspace) in Salesforce by clicking the Voiso Inbox icon in the Salesforce Utility Bar.
Sign in to your Voiso account in the Inbox and set your status to Available. Doing this tells your contact center that you are ready to receive conversations.
When a conversation is assigned to you, it opens in the Inbox. Reply to the customer, and transfer the conversation or apply a wrap-up code as you would in Voiso. If Voiso matches the customer to a Salesforce record, the Inbox shows their details and a link to the record.
Voiso records the conversation on the matching Lead or Contact — a Voiso Omnichannel History entry and a linked activity task, created when the conversation is assigned to you and completed when you archive it. See Omnichannel History.
Use Case: Starting a WhatsApp conversation from a record
From a Lead, Contact, or Account, you can start a WhatsApp conversation with the customer without leaving Salesforce.
On the record, click Voiso WhatsApp. Voiso lists the phone numbers on the record that can be used for WhatsApp. Numbers that already have a WhatsApp conversation recorded in Salesforce are marked with a green icon and listed first. Select a number:
- If you already have an open conversation with that number, it opens in the Inbox, ready for your reply.
- Otherwise, the Inbox opens a template message with the customer's number filled in as the recipient. Send the template to start the conversation.
Starting a conversation this way requires a WhatsApp outbound channel assigned to your account. See Enabling WhatsApp outbound messaging.
A number that is already in an open conversation with another agent cannot be messaged from here.
Use Case: Starting a WhatsApp conversation from the Salesforce mobile app
From the Salesforce mobile app — not the desktop browser — agents can start or continue a WhatsApp conversation directly from a Lead, Contact, or Account record using the Voiso WhatsApp action.
On a record, tap the action menu, then tap Voiso WhatsApp, and select one of the record's phone numbers. Voiso opens the conversation — or a template message to start one — in the Voiso mobile app.