{"id":7559,"date":"2023-06-07T08:00:00","date_gmt":"2023-06-07T15:00:00","guid":{"rendered":""},"modified":"2024-05-13T11:56:41","modified_gmt":"2024-05-13T11:56:41","slug":"whatsapp-for-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/news\/stories\/whatsapp-for-service\/","title":{"rendered":"Salesforce Introduces WhatsApp for Service Cloud to Personalize Customer Conversations with AI, Data, and CRM"},"content":{"rendered":"\n<p><em>Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go <\/em><a href=\"https:\/\/www.salesforce.com\/news\/topics\/artificial-intelligence\/\"><em>here<\/em><\/a><em>.<\/em><\/p>\n\n\n\n<p>Salesforce today announced general availability of <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/tools\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">WhatsApp for Service Cloud<\/a>, powered by <a href=\"https:\/\/www.salesforce.com\/products\/genie\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">data<\/a> and <a href=\"https:\/\/www.salesforce.com\/products\/einstein\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI<\/a>, which empowers organizations to efficiently connect with customers through personalized and proactive messaging experiences across marketing and service touchpoints.&nbsp;<\/p>\n\n\n\n<p><strong>Why it\u2019s relevant: <\/strong><a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2021-01-12-gartner-predicts-80--of-customer-service-organization\" target=\"_blank\" rel=\"noreferrer noopener\">Gartner<\/a> predicts that 80% of customer service organizations will abandon native mobile apps in favor of messaging by 2025. With more than <a href=\"https:\/\/blog.whatsapp.com\/two-billion-users-connecting-the-world-privately\" target=\"_blank\" rel=\"noreferrer noopener\">two billion people<\/a> using WhatsApp, it\u2019s how people around the world connect with friends, family and now, businesses.<\/p>\n\n\n\n<p><strong>Innovation in action<\/strong>: <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Eighty-three percent of customers<\/a> say they&#8217;re more loyal to companies that provide consistency across departments. With WhatsApp integrated into <a href=\"https:\/\/www.salesforce.com\/products\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Customer 360<\/a>, organizations can now efficiently deliver seamless experiences across every service and marketing touchpoint at scale.<\/p>\n\n\n\n<p>With WhatsApp for Service Cloud, customers can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Personalize every conversation with AI and data:<\/strong> By unifying data from across channels and systems, businesses can personalize interactions on the <a href=\"https:\/\/business.whatsapp.com\/products\/business-platform\" target=\"_blank\" rel=\"noreferrer noopener\">WhatsApp Business Platform<\/a> with intelligent insights and recommendations.<\/li>\n\n\n\n<li><strong>Scale 24\/7 self-service automation<\/strong>: By integrating AI-powered chatbots with WhatsApp, service teams can increase successful case deflection and streamline resolutions by automating everything from simple, repetitive questions like, \u201cWhere\u2019s my order?\u201d to complex, multi-step processes such as replacing a missing item.<\/li>\n<\/ul>\n\n\n\n<p><strong>Coming soon:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>WhatsApp for Service Cloud will use real-time data from <a href=\"https:\/\/www.salesforce.com\/products\/genie\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a> and <a href=\"https:\/\/www.salesforce.com\/products\/einstein\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein GPT<\/a> to enable GPT-powered service replies. Once available, companies will be able to automatically create personalized responses grounded in relevant data sources at any touchpoint, on any channel.<\/li>\n\n\n\n<li>With WhatsApp for Commerce Cloud, organizations can embed commerce transactions into every customer engagement touchpoint within WhatsApp, increasing efficiency and revenue opportunities for businesses.<\/li>\n<\/ul>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tScale service now with AI + Data + CRM\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span>LEARN MORE<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/in\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/in\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/in\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>Salesforce perspective: <\/strong>\u201cWith WhatsApp for service, marketing, and soon, commerce, combined with Salesforce\u2019s AI, data, and CRM capabilities, brands can build stronger, unified customer profiles that allow for efficient, personalized interactions across every touchpoint, whether delivered by intelligent Einstein Bots or agents armed with generated replies from Einstein GPT.\u201d \u2014 Ryan Nichols, SVP &amp; GM of Contact Center for Salesforce Service Cloud<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>With WhatsApp for service, marketing, and soon, commerce, combined with Salesforce\u2019s AI, data, and CRM capabilities, brands can build stronger, unified customer profiles that allow for efficient, personalized interactions across every touchpoint, whether delivered by intelligent Einstein Bots or agents armed with generated replies from Einstein GPT.<\/p>\n<cite>Ryan Nichols, SVP &amp; GM of Contact Center for Salesforce Service Cloud<\/cite><\/blockquote>\n\n\n\n<p><strong>Customer perspective: <\/strong>\u201cWhatsApp is a key channel in the Brazilian market. Our customers expect us to sell, interact, and provide services in a way that feels natural and convenient. Today we use Service Cloud to provide support to our customers and door-to-door sales reps across all channels including WhatsApp. The increasing volume of data, along with the ability to leverage AI to turn insights into actions, gives us a new opportunity to drive operational efficiencies and deepen relationships with customers. \u201d \u2014 Cecilia Pimenta, Digital Platforms Director, Grupo Botic\u00e1rio<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"12456\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/in\/news\/stories\/jaquar-groups-digital-shift-powered-by-salesforce\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg?w=1024\" class=\"content-card__image\" alt=\"Digitization\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg 1200w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2024\/06\/DigitalLending_IN.jpg?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/in\/news\/stories\/jaquar-groups-digital-shift-powered-by-salesforce\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tJaquar Group&#8217;s Digital Shift Powered by Salesforce\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"12200\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable 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https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/09\/Building-the-Agentic-Enterprise_-Salesforce-Brings-Secure-Agentic-Collaboration-to-Slacks-Open-Platform.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/09\/Building-the-Agentic-Enterprise_-Salesforce-Brings-Secure-Agentic-Collaboration-to-Slacks-Open-Platform.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/09\/Building-the-Agentic-Enterprise_-Salesforce-Brings-Secure-Agentic-Collaboration-to-Slacks-Open-Platform.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/09\/Building-the-Agentic-Enterprise_-Salesforce-Brings-Secure-Agentic-Collaboration-to-Slacks-Open-Platform.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/09\/Building-the-Agentic-Enterprise_-Salesforce-Brings-Secure-Agentic-Collaboration-to-Slacks-Open-Platform.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/09\/Building-the-Agentic-Enterprise_-Salesforce-Brings-Secure-Agentic-Collaboration-to-Slacks-Open-Platform.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/09\/Building-the-Agentic-Enterprise_-Salesforce-Brings-Secure-Agentic-Collaboration-to-Slacks-Open-Platform.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/09\/Building-the-Agentic-Enterprise_-Salesforce-Brings-Secure-Agentic-Collaboration-to-Slacks-Open-Platform.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2025\/09\/Building-the-Agentic-Enterprise_-Salesforce-Brings-Secure-Agentic-Collaboration-to-Slacks-Open-Platform.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/in\/news\/stories\/slack-context-aware-ai-apps-agents\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSlack Expands Platform to Power Secure, Context-Aware AI Apps and Agents Built on Conversational Data\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t11 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/in\/news\/wp-json\/wp\/v2\/posts\/7559\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p><strong>Fast fact:<\/strong> Sixty-six percent of online adults say messaging is their preferred way of communicating with a business*.<\/p>\n\n\n\n<p><strong>Availability:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>WhatsApp for Service Cloud is generally available now to all customers of Service Cloud with <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/tools\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Digital Engagement<\/a>.<\/li>\n\n\n\n<li>WhatsApp for Marketing Cloud is generally available now.<\/li>\n\n\n\n<li>GPT-powered Service Replies will be generally available in June 2023.<\/li>\n\n\n\n<li>WhatsApp for Commerce Cloud is expected to be available in the Fall of 2023.<\/li>\n<\/ul>\n\n\n\n<p><strong>Learn more:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about WhatsApp for Service Cloud and <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/tools\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Digital Engagement<\/a><\/li>\n\n\n\n<li>Hear more about the integration with WhatsApp at <a href=\"https:\/\/www.salesforce.com\/connections\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Connections 2023<\/a><\/li>\n\n\n\n<li>Read the WhatsApp news from Dreamforce \u201822 <a href=\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-and-whatsapp-partner-to-transform-how-people-and-businesses-engage\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n<\/ul>\n\n\n\n<p><em>*Business Messaging Usage Research by Kantar; April 2022<\/em><\/p>\n\n\n\n<p><em>Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go here. Salesforce today announced general availability of WhatsApp for Service Cloud, powered by data and AI, which empowers organizations to efficiently connect with customers through personalized and proactive messaging experiences across marketing and service [&hellip;]<\/p>\n","protected":false},"author":162,"featured_media":7560,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1095],"sf_theme":[1115],"sf_topic":[1092,1100,1093],"sf_product":[1125,1170],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1094],"sf_collection":[1184,1096],"sf_visibility":[],"coauthors":[1399],"class_list":["post-7559","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-news-highlights","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-automation","sf_topic-digital-transformation","sf_product-service-cloud","sf_product-data-cloud","sf_location-global","sf_collection-connections-2023","sf_collection-future-of-crm"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Salesforce Introduces WhatsApp for Service Cloud to Personalize Customer Conversations with AI, Data, and CRM - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/in\/news\/stories\/whatsapp-for-service\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Introduces WhatsApp for Service Cloud to Personalize Customer Conversations with AI, Data, and CRM\" \/>\n<meta property=\"og:description\" content=\"Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go here. 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