Summary
Wati → Salesforce synchronization keeps your Salesforce records up to date whenever contacts are created or updated in Wati. The sync happens in real time and uses the field mapping configured during setup.
This guide explains how Wati → Salesforce synchronization works, how contacts are matched, what happens when a Lead is converted, and the Salesforce environments and account limitations you should know about.
For information about configuring Salesforce → Wati synchronization, refer to our Salesforce → Wati synchronization guide.
Instructions
How Wati → Salesforce synchronization works
Wati → Salesforce synchronization is available only on the Wati Business Plan.
Once Salesforce is connected to Wati and automatic sync is enabled in the Wati setup wizard, Wati automatically sends contact changes to Salesforce.
The synchronization:
Happens in real time when a Wati contact is created or updated.
Uses a webhook-based connection through the integration gateway.
Does not use polling or scheduled batch jobs.
Uses the field mapping configured during the setup wizard.
Supports standard and custom Salesforce fields.
No Salesforce-side setup is required
You do not need to configure anything in Salesforce to enable Wati → Salesforce synchronization.
The Remote Site, Custom Labels, Apex class, and record-triggered Flows are required only for Salesforce → Wati synchronization. To learn how to configure Salesforce → Wati synchronization, refer to our Salesforce → Wati synchronization guide.
For Wati → Salesforce synchronization, connect Salesforce to Wati and enable automatic sync in the Wati setup wizard.
How contacts are synced
New contacts
When a new Wati contact is synced to Salesforce, it is created as a Salesforce Contact, not a Lead.
Contacts without a phone number are not synchronized to Salesforce.
Existing contacts
Wati uses the contact's phone number to find a matching Salesforce record.
If a Salesforce record has the same phone number, Wati updates that record.
If no matching Salesforce record exists, Wati creates a new Salesforce Contact.
If the Wati contact does not have a phone number, it is not synchronized.
For the best results, use a consistent phone number format across Wati and Salesforce.
Field mapping
Wati uses the field mapping configured in the setup wizard to determine where contact information is sent in Salesforce.
You can:
Map Wati contact fields to standard Salesforce fields.
Map Wati contact fields to custom Salesforce fields.
Adjust the field mapping based on your requirements.
What happens when a Salesforce Lead is converted?
If a Salesforce Lead that is linked to a Wati contact is converted to a Contact, you do not need to manually re-link the records.
Wati uses the phone number to identify the converted Salesforce Contact and automatically updates the mapping to the new Contact.
The existing Wati contact is preserved, and no duplicate Wati contact is created.
Salesforce connection limitations
One Salesforce organization per Wati account
A Salesforce organization (org) can be linked to only 1 Wati account.
If you connect a new Salesforce organization, it replaces the existing Salesforce connection.
Salesforce Sandbox support
Salesforce Sandbox connections using test.salesforce.com are supported through per-account enablement.
There is currently no self-serve option to enable Sandbox connections. If you want to test the integration with a Salesforce Sandbox, contact Wati Support to have Sandbox access enabled for your account.
What happens if you leave the Business Plan?
Salesforce synchronization is available only on the Wati Business Plan. If your account is downgraded from the Business Plan, the Salesforce connection is disconnected.
Frequently Asked Questions (FAQs)
Sync Overview
1. What is Wati → Salesforce synchronization?
Wati → Salesforce synchronization automatically sends Wati contact changes to Salesforce when contacts are created or updated in Wati. The synchronization happens in real time and uses the field mapping configured during setup.
2. Is Wati → Salesforce synchronization available on all Wati plans?
No. Wati → Salesforce synchronization is available only on the Wati Business Plan. If an account is downgraded from the Business Plan, the Salesforce connection is disconnected.
3. Does Wati → Salesforce synchronization require Salesforce-side configuration?
No. You do not need to configure anything in Salesforce to enable Wati → Salesforce synchronization. Connect Salesforce to Wati and enable automatic sync in the Wati setup wizard.
The Remote Site, Custom Labels, Apex class, and record-triggered Flows are required only for Salesforce → Wati synchronization.
4. How are Wati contacts synchronized to Salesforce?
Wati → Salesforce synchronization happens in real time when a Wati contact is created or updated. It uses a webhook-based connection through the integration gateway and does not use polling or scheduled batch jobs.
A new Wati contact is created as a Salesforce Contact, not a Lead. Wati uses the contact's phone number to find a matching Salesforce record. If a Salesforce record has the same phone number, it is updated. If no matching record exists, Wati creates a new Salesforce Contact. Contacts without a phone number are not synchronized.
5. How does field mapping work for Wati → Salesforce synchronization?
Wati uses the field mapping configured in the setup wizard to determine where contact information is sent in Salesforce. You can map Wati contact fields to standard or custom Salesforce fields and adjust the mapping based on your requirements.
6. What happens when a Salesforce Lead linked to a Wati contact is converted to a Contact?
You do not need to manually re-link the records. Wati uses the phone number to identify the converted Salesforce Contact and automatically updates the mapping to the new Contact. The existing Wati contact is preserved, and no duplicate Wati contact is created.
7. Can I connect a Salesforce Sandbox or multiple Salesforce organizations to Wati?
Salesforce Sandbox connections using test.salesforce.com are supported through per-account enablement. There is no self-serve option to enable Sandbox connections. To test with a Salesforce Sandbox, contact Wati Support to have Sandbox access enabled for your account.
A Salesforce organization can be linked to only 1 Wati account. If you connect a new Salesforce organization, it replaces the existing Salesforce connection.