Summary
Integrating Salesforce with WATI allows your team to access Salesforce contact details directly within WATI, leading to faster response times, personalized customer interactions, and improved conversion rates. This guide will walk you through the step-by-step process of connecting your Salesforce account to WATI, configuring settings, and troubleshooting common issues.
Instructions
Prerequisites
Before starting the integration, ensure you have the following:
Access Requirements
To use this integration, you’ll need an active Business Plan subscription - it’s only available for Business Plan customers.
API Access
Your Salesforce subscription already includes API access. If you don’t see the option, contact your Account Owner or Customer Success Manager to enable it.
Admin Permissions
You must be a WATI account admin (or have admin-level permissions) to set up and manage integrations.
Benefits of Integration
Connecting Salesforce with WATI provides several advantages:
Seamless access to Salesforce contact details within the Wati chat window.
Faster agent response times, improving customer experience.
Personalized interactions using customer history and insights.
Higher conversion rates through efficient communication and lead management.
Steps to Connect Salesforce with WATI
Follow these steps to set up the integration:
Log in to WATI as an admin.
Navigate to the "Integrations" menu on the dashboard.
Select "Salesforce Integration" from the available options.
InfoWarningTip
Click on the “Connect with Salesforce CRM” button to start the integration process.
Authenticate your Salesforce account by logging in and granting necessary permissions.
Configure the widget settings by selecting which Salesforce fields should be displayed in WATI.
Save the configuration to complete the setup.
Test the integration by accessing a contact in WATI and verifying that Salesforce data appears correctly.
#Configuring Widget Settings
After authentication, customize the WATI widget settings:
Select which Salesforce fields (e.g., Name, Email, Phone) should be visible in your WATI Team Inbox.
WATI automatically pulls up the customer's Salesforce information during a chat, if they exist in Salesforce. This info appears in a scrollable widget on the right, displaying the fields you selected.
See a field you need to change?
Click the edit icon (it looks like a pencil).
Make your changes.
Click the 'Update in Salesforce' button.
Ensure the correct permissions are granted for data synchronization.
Troubleshooting Common Issues
If you encounter issues during integration, consider the following solutions:
1. Authentication Failure
Issue: Unable to connect Salesforce to WATI.
Solution: Ensure your Salesforce API access is enabled and that you have the correct login credentials.
2. Data Not Displaying in WATI
Issue: Salesforce contact details do not appear in WATI.
Solution: Check that the correct Salesforce fields are selected in widget settings. Also, confirm that the integration is properly saved.
3. API Limitations
Issue: Slow data sync or errors when accessing Salesforce information.
Solution: Salesforce imposes API limits based on your plan. Ensure that your Salesforce API usage is within the allowed limits.
Data Security and Privacy
WATI ensures data security by using secure API connections to sync Salesforce data. The integration complies with industry-standard data privacy regulations, ensuring that customer information is handled securely.
Frequently Asked Questions (FAQs)
General Questions
1. What is the Salesforce-WATI integration?
→ The Salesforce-WATI integration allows teams to access Salesforce contact details directly within WATI, enabling faster response times, personalized customer interactions, and improved conversion rates.
2. Who can use this integration?
→ Only users with an active Business Plan subscription on WATI can use this integration.
3. What are the benefits of integrating Salesforce with WATI?
→ The integration provides seamless access to Salesforce contacts, enables faster agent response times, allows personalized interactions, and improves lead management and conversion rates.
Setup and Configuration
What are the prerequisites for setting up the integration?
→ You need an active WATI Business Plan subscription, Salesforce API access, and WATI admin-level permissions.
5. How do I connect Salesforce with WATI?
→ Follow these steps:
Log in to WATI as an admin.
Go to the "Integrations" menu.
Select "Salesforce Integration."
Click "Connect with Salesforce CRM."
Authenticate by logging into Salesforce and granting permissions.
Configure widget settings and save the configuration.
Test the integration by accessing a contact in WATI.
6. How do I configure widget settings in WATI?
Select which Salesforce fields (e.g., Name, Email, Phone) should be visible.
Salesforce contact details will automatically appear in WATI during a chat.
To edit a field, click the pencil icon, make changes, and click 'Update in Salesforce.'
Troubleshooting
7. Why is my Salesforce authentication failing?
→ Ensure that API access is enabled in Salesforce and that you are using the correct login credentials.
8. Why are Salesforce contact details not appearing in WATI?
→ Check that the correct Salesforce fields are selected in widget settings and confirm that the integration is saved properly.
9. Why is there a delay in syncing Salesforce data with WATI?
→ Salesforce imposes API limits based on your plan. Ensure that your API usage is within the allowed limits.
Data Security and Privacy
10. Is my data secure when using the Salesforce-WATI integration?
→ Yes, WATI uses secure API connections to sync Salesforce data and complies with industry-standard data privacy regulations to ensure customer information is handled securely.