AI WhatsApp Support in Salesforce

Pre-requisites
How conversations land in Salesforce
Setting up
What the rep sees
Channel-specific details
Related Documentation

WhatsApp conversations route through . When the AI hands off a WhatsApp thread, your rep picks it up as a live messaging thread in the Salesforce console and replies on the same number the customer wrote in on.

Pre-requisites

Connect your WhatsApp Business number first. No WhatsApp messages can reach OpenCX until the channel is live — start with Connect WhatsApp and come back here.

WhatsApp Business number connected — see Connect WhatsApp.
Salesforce Live Messaging credentials saved — see Live Messaging setup.

How conversations land in Salesforce

Setting up

Confirm WhatsApp is connected

Open Channels → WhatsApp in the OpenCX dashboard. Your WhatsApp Business number should be listed and active.

Confirm Live Messaging is connected

In Settings → Integrations, open Salesforce → MIAW. All six fields should be filled and saved.

Trigger a test handoff

Send a WhatsApp message to your connected number and ask to speak to a human. The AI should hand off.

Verify in the Salesforce console

The conversation should appear as a messaging thread with the full AI transcript. Reply from Salesforce and confirm the response lands on the customer’s WhatsApp.

What the rep sees

A messaging thread in the Salesforce console routed through Omni-Channel.
The contact’s WhatsApp profile (name, phone number) in the conversation.
Full transcript of the AI-to-customer exchange so far.
OpencxSessionId routing attribute — the trace key to the full OpenCX session.
Replies land on the customer’s WhatsApp within a couple of seconds.

Channel-specific details

24-hour messaging window

WhatsApp’s policy lets reps send free-form messages within 24 hours of the customer’s last message. Outside that window, replies must use an approved . Your rep will need to use templates from the WhatsApp side if the window has closed.

Contact matching by phone number

OpenCX matches contacts primarily on phone number. If the customer has previously shared an email, that link is preserved. No duplicate contact records.

Media messages

Images, audio, and documents the customer sends on WhatsApp appear as attachments on the messaging thread in the Salesforce console. Size limits follow WhatsApp’s per-media-type limits.

Proactive outbound

Sending a WhatsApp template-message campaign from OpenCX is independent of the Salesforce integration — see the WhatsApp channel docs. Replies to a template land as a messaging thread in the Salesforce console once the customer engages.