A bright open-plan office: a marketing team on one side and a service team in headsets on the other, both facing one wall screen with a single thread branching to each side.

WhatsApp in Salesforce

WhatsApp in Salesforce, set up so marketing and service don’t fight over the number.

Salesforce now runs WhatsApp in three places: Agentforce Service for conversations and agents, Account Engagement for B2B nurture, and Marketing Cloud for journeys. Each has its own editions and its own rules about which WhatsApp account it may use. We set up the one you need and move your number without losing it.

Tell us your org and your number Which product does what

Works with the WhatsApp Business Platform. Your number, your Meta account.

Which product does what

Six Salesforce products touch WhatsApp.

Checked on Salesforce Help on 10 October 2026.

Product	What it does on WhatsApp	Editions and limits
Agentforce Service, enhanced WhatsApp channel	Service reps and AI agents answer WhatsApp in the console. A number can move in from an outside provider.	One WhatsApp Business Account links to one Salesforce org. A sandbox and production count as two orgs. Salesforce Help
Agentforce Service Agent	Runs on the enhanced WhatsApp channel. Chats can route straight to the agent.	Enterprise, Performance, Unlimited and Developer with Foundations or Agentforce 1. Arabic is in Beta. Salesforce Help
Agentforce and voice notes	Customers send voice notes. Agentforce replies in voice to voice and in text to text.	Winter ’27, from the week of 31 August 2026. Same editions as above. Release note
Account Engagement (Pardot)	WhatsApp through Marketing Cloud, with explicit opt-in per number and consent checks before each send.	Enterprise or Unlimited with Account Engagement Growth, Plus, Advanced or Premium, plus Marketing Cloud Growth or Advanced. Salesforce Help
Marketing Cloud Engagement	Journey Builder sends WhatsApp templates and chat messages, through Meta directly or through Sinch.	Marketing Cloud and Service Cloud need separate WhatsApp Business Accounts, and one account cannot be shared across Marketing Cloud business units. Salesforce Help
Unified Messaging for WhatsApp	Marketing and service share one WhatsApp conversation. The service rep sees both histories.	Service Cloud Enterprise or Unlimited plus Marketing Cloud Next or Engagement Growth or Advanced. Salesforce Help

Salesforce bills WhatsApp in its own Message Credits, not at Meta’s rates, and starts charging for in-window utility and service messages from 1 November 2026. Your Salesforce account team quotes it; we help you size it.

Four mistakes we fix most

The number works in the demo. Then it breaks in production.

01One number for marketing and serviceMarketing Cloud and Service Cloud need separate WhatsApp Business Accounts unless Unified Messaging is set up. We decide which before anyone sends.

02Sandbox and production on one accountOne WhatsApp Business Account links to one org, and a sandbox counts as an org. Plan a test number from the start.

03Matching customers only on their mobile numberSince mid-2026 a customer can hide their number behind a WhatsApp username, and Meta then sends a user ID instead of the phone. We add that ID to the contact and ask for the number with Meta’s request button when the record needs it.

04Switching Marketing Cloud from Sinch to Meta mid-campaignBuying WhatsApp-First Business Messaging stops the Sinch app’s journeys and templates. A new number and new templates are needed, so we plan the cut-over.

Moving your number

From a provider into Salesforce, without a new number.

01YouTurn off two-step verificationOn the number, in the provider’s or Meta’s settings, before the move starts.On: Meta settings
02MindcatMatch the names exactlyThe WhatsApp Business Account and profile names in Salesforce must match the ones at your provider, character for character.On: Salesforce setup
03MindcatMove the numberThrough Salesforce’s enhanced WhatsApp channel, into production. The sandbox gets its own test number.On: Messaging settings
04BothCheck templates and routingApproved templates, routing to queues or straight to the agent, and the handoff to a person.On: Omni-Channel

From Salesforce’s migration steps. Customers keep the number they already save in their phones.

Account Engagement on WhatsApp

B2B nurture on the app your buyers actually open.

Account Engagement can send on WhatsApp through Marketing Cloud. You need Enterprise or Unlimited with Account Engagement Growth, Plus, Advanced or Premium, and Marketing Cloud Growth or Advanced. Every number needs explicit opt-in set up first.

Where the data sits

Hyperforce in the UAE. Not yet in Saudi Arabia.

Salesforce’s Hyperforce runs in 18 countries, and the UAE is one. Saudi Arabia is not on the list yet, and new UAE trial orgs can land in the EU. We check your org’s region and write down where each piece lives before you sign. When Saudi data has to stay in the Kingdom, the part we host, such as a Mindcat app, can run in Jeddah or Riyadh.

Salesforce data: Your org’s Hyperforce region
WhatsApp messages: Meta’s Cloud API, on your own account
Mindcat apps: UAE, Jeddah or Riyadh, or your servers
Checked on: 10 October 2026

The brief · one email

Tell us the org, the number and the job.

The honest no: if the work is a software factory with a named delivery date, we are the wrong partner.