Tired of manually texting customers and wasting hours on repetitive tasks? Automating SMS and WhatsApp messaging in Salesforce is a game-changer that gets your messages to customers fast, boosts customer engagement, and saves your time.
With Message Blink, a Meta-certified and Salesforce-native app, you can send personalized messages, bulk campaigns, and appointment reminders while staying compliant with GDPR, TCPA, and WhatsApp Business policies.
This blog guides you to how to set up automation using Message Blink- Salesforce native app..
Why Automate SMS & WhatsApp in Salesforce?
With SMS open rate 98% of the time and WhatsApp has 2.2 billion monthly active users, these channels are ideal for real-time engagement with customers or personalised 1:1 SMS. Automating these channels within Salesforce allows businesses to:
- Stay Compliant: Adhere to WhatsApp Business policies, GDPR, and TCPA.
- Increase Efficiency: Automate repetitive tasks with trigger-based messaging.
- Unified Platform: Manage all communications within Salesforce for a 360-degree customer view.
- Track Interactions: Track delivery rates, response rates, and engagement metrics.
Prerequisites
Before setting up automation, you must ensure:
- You are logged in to login.salesforce.com, then Access to Sales Cloud or Service Cloud.
- Message Blink App: Installed from the Salesforce AppExchange
- WhatsApp Business Account: Set up through a Meta-certified provider like Message Blink or a third-party like Twilio.
- SMS Number: A long code or short code for SMS, registered for 10DLC if required in your region.
- Salesforce Permissions: Admin access to configure Messaging Settings and Flows, plus the Messaging User permission set for agents.
- Customer Data: Accurate contact records in Salesforce with phone numbers for SMS/WhatsApp messaging.
- Sandbox Environment: For testing automation before going live.
Automating SMS Messages in Salesforce
1. Set Up SMS in Salesforce
Message Blink simplifies SMS automation in Salesforce and ensures compliance with 10DLC registration for regions requiring it.
- Install Message Blink:
- Visit the Salesforce AppExchange and search for Message Blink.
- Install it in your Sales Cloud or Service Cloud environment.
- Link a long code or short code for SMS in Setup > Messaging > Settings.
- Message Blink handles 10DLC registration (For US only) to keep your SMS compliant.
- Visit the Salesforce AppExchange and search for Message Blink.
- Create SMS Messages:
- Craft messages directly in Salesforce Flows or use Message Blink’s templates.
- Example: “Hi [FirstName], your order #[OrderID] is shipped! Track it: [Link].”
- Use dynamic fields to personalize with Salesforce data.
- Craft messages directly in Salesforce Flows or use Message Blink’s templates.
2. Automate SMS with Salesforce Flows
Salesforce offers three automation tools: Workflow Rules, Process Builder, and Flows, but Workflow Rules and Process Builder are being retired soon. We recommend using Flows for all SMS automation to future-proof your setup. SMS message actions can be added to any type of flow.
- Create a Flow:
- Go to Setup > Flows and select Record-Triggered Flow.
- Choose an object, like Lead, Case, or Order.
- Set a trigger, e.g., “Order Status = Shipped” or “Lead Status = New.”
- For help, see Salesforce’s Flow guide.
- Go to Setup > Flows and select Record-Triggered Flow.
- Add an SMS Action:
- Add a Send SMS Apex action in the flow.
- Write a message and map fields for personalization, e.g., [Contact.FirstName] for names.
- Add a Send SMS Apex action in the flow.
- Test and Launch:
- Test the flow in a sandbox to ensure it works.
- Activate it to send SMS automatically.
- Test the flow in a sandbox to ensure it works.
Example: Send an SMS for order updates: “Hi [FirstName], your order #[OrderID] is on its way! Track: [TrackingLink].”
3. Troubleshooting SMS Issues
- Failed Deliveries: Check if the phone number is valid in Salesforce or if 10DLC registration is complete.
- Blocked Messages: Ensure customers haven’t opted out (check Salesforce records).
- Formatting Errors: Avoid special characters in messages that might cause issues.
Automating WhatsApp Messages in Salesforce
1. Set Up WhatsApp in Salesforce
Message Blink, as a Meta-certified provider, makes WhatsApp automation and template approvals quick and easy.
- Connect WhatsApp:
- After installing Message Blink, link your WhatsApp Business Account in Setup > Messaging > Settings.
- Use Message Blink’s Meta integration to register your WhatsApp number.
- After installing Message Blink, link your WhatsApp Business Account in Setup > Messaging > Settings.
- Create WhatsApp Message Templates:
- WhatsApp requires pre-approved templates for messages like order confirmations or reminders.
- Go to Setup > Messaging > Message Templates.
- Create a template with a name, category (e.g., Utility, Marketing), and placeholders, e.g., “Hi {{1}}, your appointment is on {{2}}. Reply ‘OK’ to confirm.”
- Message Blink submits templates to Meta, with approvals in 24–48 hours.
- Approved templates sync to Salesforce.
- WhatsApp requires pre-approved templates for messages like order confirmations or reminders.
2. Automate WhatsApp with Salesforce Flows
Use Flows to automate WhatsApp messages for seamless communication.
- Create a Flow:
- Go to Setup > Flows and select Record-Triggered Flow.
- Choose an object, like Case or Event.
- Set a trigger, e.g., “Event Date = Tomorrow” or “Case Status = Resolved.”
- Go to Setup > Flows and select Record-Triggered Flow.
- Add a WhatsApp Action:
- Add a Send Message action in the flow.
- Choose an approved template and map placeholders to fields, e.g., {{1}} to Contact.FirstName.
- Add a Send Message action in the flow.
- Test and Launch:
- Test the flow in a sandbox.
- Activate it to send WhatsApp messages automatically.
- Test the flow in a sandbox.
Example: Send a WhatsApp reminder: “Hi {{Contact.FirstName}}, your appointment is tomorrow at {{Event.Time}}. Reply ‘OK’ to confirm.”
3. Troubleshooting WhatsApp Issues
- Template Rejections: Ensure templates follow WhatsApp Business policies (e.g., no promotional content in Utility templates). Message Blink’s team can help revise.
- Message Failures: Verify the WhatsApp number is active and customers have opted in.
- Sync Issues: Check that Message Blink has synced approved templates to Salesforce.
Staying Compliant
Keeping messages legal is critical. Message Blink helps with:
- Opt-In/Opt-Out: Customers can text “STOP” to opt out, and Message Blink updates Salesforce records instantly.
- WhatsApp Rules: Use only approved templates to avoid issues.
- Regulations: Store consent records in Salesforce to comply with GDPR and TCPA.
Example: Set up a flow to flag contacts who text “STOP” and pause messaging to them until they opt back in.
Tracking and Improving Performance
Message Blink’s dashboards show how your messages perform:
- Delivery Rates: Confirm messages reach customers.
- Reply Rates: See who’s responding.
- Link Clicks: Track clicks on links in messages. Use these insights to adjust timing or content for better engagement.
- Optimization: Use Message Blink’s analytics to test send times (e.g., mornings vs. evenings) or tweak message tone to boost engagement. For example, a retail campaign might get more clicks if sent at 10 AM with a friendly emoji like 🛍️.
Top Tips to Make Messaging Stand Out with Message Blink
- Personalize Messages: Use Message Blink’s dynamic fields to add names or order details, e.g., “Hi Sarah, your order #789 is ready!”
- Add Interactive Buttons: Message Blink supports WhatsApp quick reply buttons, so customers can reply “Confirm” or “Reschedule” easily.
- Send Bulk Campaigns: Use Message Blink for bulk SMS or WhatsApp messages, like sale alerts to all leads.
- Mix Channels: Use SMS for quick alerts and WhatsApp for richer messages with images or links.
- Time It Right: Use Message Blink’s analytics to find the best send times, like 10 AM for retail or 5 PM for event reminders.
Conclusion
Automating SMS and WhatsApp messaging in Salesforce with Message Blink and Salesforce Flows is a super easy way to connect with customers, save time, and grow your business.
With no-code automation, fast WhatsApp template approvals, 10DLC registration support, and tools to personalize messages, Message Blink turns your Salesforce CRM into a powerful communication hub. Start today to send smarter, friendlier messages that keep customers smiling and coming back!
