---
title: "WhatsApp conversations"
slug: "salesforce-whatsapp-conversations"
description: "Explains how to handle and start WhatsApp conversations in the Salesforce desktop and mobile apps. "
updated: 2026-09-11T14:38:01Z
published: 2026-09-11T14:38:01Z
canonical: "docs.voiso.com/salesforce-whatsapp-conversations"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp conversations

**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](/v1/docs/omnichannel-workspace-overview)) 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](/v1/docs/salesforce-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](/v1/docs/omnichannel-whatsapp#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.

See [Salesforce mobile setup guide](/v1/docs/salesforce-mobile-setup-guide).

## Related

- [Salesforce overview](/crm-salesforce.md)
- [Salesforce mobile setup guide](/salesforce-mobile-setup-guide.md)