Salesforce Integration

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How to connect your Salesforce account with WATI?

Before we begin, please look at the pre-requisites below:

You must have an active Business Plan subscription to access this integration, as it available exclusively for Business Plan customers.
You have API access as part of your active Salesforce subscription plan. Please talk to your Account Owner or Customer Success Manager to see how this can be enabled in case your subscription plan does not have access.
You are the admin of your WATI account, with administrator privileges or permissions to manage integrations.

Why Integrate?

With this integration, operators can access key Salesforce details for the contact they’re chatting with—right beside the chat window in WATI. Information like lead status, account details, or opportunity size is displayed instantly, eliminating the need to switch between platforms. This ensures agents can respond faster, provide relevant information, and tailor conversations to deliver a more personalized experience.

By surfacing Salesforce data in context, agents can focus entirely on converting leads and closing opportunities without toggling between systems. The widget’s real-time display of contact details ensures operators have the insights needed to address objections, highlight value propositions, and move deals forward efficiently. This streamlined workflow helps sales teams save time, stay focused, and achieve higher conversion rates.

Connect your Salesforce account in WATI

  1. Sign in to your WATI Business account as an admin.
  2. Navigate to Integrations menu from the top bar.
  1. Click on the Salesforce Integration Card. If you are on Growth or Pro plan, you will be prompted to upgrade to Business plan as this integration is ONLY available for Business Plan customers.
  1. Click on the “Connect with Salesforce CRM” button to start the integration process.
  1. You will directed to the Salesforce login page where you would need to sign in and accept the terms. Please know that this step is crucial for Salesforce to authenticate Wati and let Wati make the required API calls to fetch the details of the entities.
  2. After successful authentication, you will be redirected back to an integration page in Wati that will show the status of your integration. To configure what details are to be fetched and displayed on Team Inbox widget, please click on Widget Settings. Conversely, to delete the integration and data, click on the trash icon.
  1. You can now select which entity properties you would want to view on Team Inbox widget. Please click on Save button to save the configuration.
  1. When an operator is having a chat session with a contact that has an entry in your Salesforce, the integration logic will fetch all the fields you configured and display it in a scrollable widget which is present to the right side of the chat window.

How did we do?

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