The way businesses talk to customers inside Salesforce is about to change.
For years, Salesforce users have relied on Computer Telephony Integration (CTI) to bridge the gap between customer data and real-time voice communication. CTI made it possible to click-to-call, record conversations, and log every interaction — all without leaving the CRM.
But the world doesn’t just talk on traditional phone lines anymore. Today, customers call, message, and share files on WhatsApp, the world’s most popular communication app with more than 2 billion users globally.
Until now, there was a missing link: while WhatsApp messaging could be connected to Salesforce through third-party tools, WhatsApp voice calls lived completely outside the CRM. No logs. No analytics. No visibility.
That gap ends today.
The First Native WhatsApp Business Calling Integration for Salesforce
DialForce is proud to introduce the first-ever native WhatsApp Business Calling solution built directly inside Salesforce — no external dialers, no browser plugins, no multi-tab chaos.
This isn’t another “integration.” It’s a native communication layer inside your existing Salesforce environment that brings WhatsApp voice into the same workflow your teams already use for telephony, chat, and service.
What this means in practice:
- Agents can initiate and receive WhatsApp calls directly from Salesforce — within the DialForce softphone.
- Every call is automatically logged, timestamped, and linked to the correct Lead, Contact, or Case record.
- Managers get complete visibility: recordings, call duration, outcome, and follow-up notes — all within native Salesforce reporting.
- Customers experience seamless, familiar voice calls without leaving WhatsApp.
In short, you get the reach and familiarity of WhatsApp with the governance, analytics, and automation power of Salesforce.
Why This Matters Right Now
Sales and service operations are shifting toward omnichannel communication, but most organizations still treat channels as separate systems — phone, email, chat, and now WhatsApp.
Each lives in its own silo, costing time, context, and data integrity.
By embedding WhatsApp voice directly inside Salesforce, teams can now:
Unify conversations across channels
See every voice call, message, and interaction in a single timeline — no context switching.
Preserve data control
All call activity, metadata, and recordings remain inside Salesforce. No external data storage. No compliance headaches.
Improve agent efficiency
One workspace. One click to call. No extra tabs or Chrome extensions to crash mid-conversation.
Enable true omnichannel analytics
Track voice and messaging performance together — for the first time — with unified dashboards.
Enhance customer experience
Customers can engage using the world’s most familiar app, while agents maintain CRM-level professionalism and insight.
This isn’t just convenience. It’s a strategic shift in how Salesforce users handle real-time communication.
Built for the Salesforce Ecosystem
Because DialForce is 100% native, WhatsApp Business Calling inherits all the power and flexibility of the Salesforce platform:
- Security & Compliance: Role-based access control, field-level security, and adherence to GDPR/CCPA.
- Customization: Configure call flows, routing, and automations using Flow Builder — no code required.
- Reporting: Build custom dashboards for voice metrics, team performance, and customer insights.
- Scalability: Works seamlessly with Sales Cloud, Service Cloud, and Experience Cloud.
In essence, you get the power of WhatsApp without ever stepping outside the Salesforce trust boundary.
Real-World Use Cases
- Customer Support Teams: Handle inbound WhatsApp voice calls directly in Salesforce Service Console with auto-case creation.
- Sales Teams: Launch outbound WhatsApp calls from Lead or Opportunity records and log outcomes instantly.
- Field Service & Remote Teams: Use mobile-friendly native calling for faster coordination without traditional carrier costs.
- Global Businesses: Connect with customers in markets where WhatsApp is the primary communication channel (LATAM, EMEA, APAC).
How It Works (In a Nutshell)
- Authenticate your WhatsApp Business Account inside Salesforce.
- Enable the DialForce WhatsApp Voice component in your Salesforce app layout.
- Start calling — directly from Contact, Lead, or Case records.
- Every interaction is logged and reportable, just like any CTI call.
No switching apps. No sync issues. No third-party data exposure.
The Beginning of a New Communication Standard
The launch of WhatsApp Business Calling in Salesforce isn’t just a new feature — it’s a new category: unified voice communication across global channels, natively in CRM.
It represents a fundamental shift in how teams interact with customers — combining the personal touch of WhatsApp with the process control of Salesforce.
And this is just the start. Over the coming months, DialForce will expand this framework to include AI-driven transcription, analytics, and smart routing across both CTI and WhatsApp voice.
Experience WhatsApp Business Calling in Salesforce
See how native communication feels when everything just works — fast, secure, and fully inside Salesforce.
About DialForce
DialForce is the native CTI and communication layer for Salesforce, built to unify telephony, messaging, and analytics without leaving your CRM.
Trusted by Salesforce admins, RevOps, and service teams worldwide.
