The next wave of customer communication is already here — and it’s happening on WhatsApp.
Salesforce has long been the nerve center of sales and service operations.
Every lead, case, and customer interaction lives inside it — except, until now, one crucial channel: WhatsApp voice calls.
For years, WhatsApp was seen as a messaging platform. Yet for millions of customers, especially across EMEA, LATAM, and APAC, WhatsApp voice is the default way to call a business. When a client taps that green phone icon, the conversation moves instantly to a personal, encrypted, and familiar environment.
If your Salesforce team isn’t capturing or managing those calls, you’re missing live interactions, data, and revenue opportunities.
This is where WhatsApp Business Calling — and DialForce’s native integration inside Salesforce — changes the game.
What Is WhatsApp Business Calling?
WhatsApp Business Calling allows verified businesses to make and receive voice calls over the WhatsApp network, using their official WhatsApp Business number instead of traditional phone carriers.
Unlike personal WhatsApp accounts, Business Calling operates through the WhatsApp Business API, which provides:
- Scalable communication for multiple agents or departments
- Secure encryption and verified business profiles
- Integrated call and message management through approved platforms
Until recently, those capabilities lived outside of Salesforce. Calls happened on mobile devices or separate dashboards, disconnected from CRM data.
With DialForce’s native WhatsApp Business Calling for Salesforce, every call — inbound or outbound — now becomes part of your CRM’s single source of truth.
How WhatsApp Calling Works Inside Salesforce
Here’s what happens under the hood when you use DialForce’s native integration:
- An agent initiates or receives a WhatsApp call directly within Salesforce, using the same DialForce softphone interface they use for CTI calls.
- The call runs through the business’s verified WhatsApp number, ensuring brand authenticity and compliance.
- All call activity is automatically logged against the corresponding Lead, Contact, or Case.
- Managers can review call duration, recording, and outcome directly in Salesforce reports or dashboards.
No device switching. No manual notes. No lost context.
Why WhatsApp Business Calling Matters for Salesforce Teams
1. Customers Are Already There
In regions like India, Brazil, the Middle East, and much of Europe, WhatsApp is the phone system.
Sales and service teams who rely solely on PSTN or VoIP channels simply look outdated.
Being reachable on WhatsApp builds trust and accessibility, especially for B2C or service-heavy industries.
2. Native Data, Not Fragmented Systems
When calls happen outside Salesforce, data gets scattered — missed call logs, inconsistent reporting, and incomplete activity history.
A native solution ensures every WhatsApp call is recorded, traceable, and reportable — no sync issues, no third-party storage.
3. True Omnichannel Experience
Customers might message first, then call, then receive a follow-up email.
By integrating WhatsApp voice with Salesforce, all of these interactions appear in one continuous timeline.
That means no lost context and a smoother experience for both agent and customer.
4. Productivity Without Switching Tabs
Agents stay inside Salesforce.
They can view records, update notes, and schedule follow-ups while on a WhatsApp call — no juggling between web apps or mobile devices.
This alone saves several minutes per interaction, especially for high-volume support teams.
5. Analytics That Finally Make Sense
When WhatsApp calls are logged natively, you can measure real performance:
Call volume by region or queue
Conversion rates from WhatsApp outreach
Handle time, missed call trends, and customer response rates
All inside Salesforce Reports and Dashboards — with no external BI tools required.
Common Use Cases
| Team | How They Benefit |
|---|---|
| Sales Teams | Reach international leads instantly via WhatsApp call without worrying about carrier costs. Record outcomes and follow-up actions inside Salesforce. |
| Customer Service | Handle inbound WhatsApp calls from verified customers. Automatically log cases, attach recordings, and maintain SLAs. |
| Field & Remote Teams | Use WhatsApp voice as a mobile-first CTI — ideal for on-site agents or distributed teams without VoIP hardware. |
| Account Management / CX | Provide personalized outreach on a channel clients already use daily, increasing reach rates and satisfaction. |
Compliance and Security Considerations
Enterprise adoption depends on data control.
DialForce’s native architecture ensures that:
- All WhatsApp call metadata and logs stay inside Salesforce.
- No external servers or third-party systems store customer data.
- Full alignment with GDPR, CCPA, and Salesforce Shield compliance frameworks.
- Role-based permissions and audit trails govern who can access call data.
That’s a major distinction from browser plugins or non-native add-ons that process data externally.
The Competitive Advantage
Integrating WhatsApp Business Calling into Salesforce isn’t just about convenience — it’s about future-proofing.
As Salesforce continues to expand its Einstein 1 and Omnichannel capabilities, businesses that have unified voice and messaging data will be ready for:
- AI-driven conversation insights
- Predictive routing and scoring
- Unified analytics dashboards across all channels
By adopting WhatsApp voice early, your team gains a structural advantage — cleaner data, faster automation, and better customer visibility.
WhatsApp Business Calling vs. Traditional CTI
| Feature | Traditional CTI | WhatsApp Business Calling |
|---|---|---|
| Channel Reach | Phone lines only | Global voice over IP, mobile-first |
| Setup Complexity | Carrier-dependent | API-based, instantly deployable |
| Customer Identification | Number lookup | Verified WhatsApp Business profile |
| Data Capture | Call logs & recordings | Voice + chat + file sharing context |
| User Experience | Agent-only | Familiar, customer-preferred app |
Together, WhatsApp voice and CTI create a complete communication layer — one for enterprise telephony, one for mobile-first engagement.
The Bottom Line
WhatsApp Business Calling is more than a new feature — it’s a new communication paradigm inside Salesforce.
It gives your teams:
- Global customer reach
- Seamless omnichannel continuity
- Native data control and reporting
- A faster, more natural way to talk to customers
As Salesforce continues to lead CRM innovation, DialForce ensures your communication stack evolves with it — secure, native, and built for scale.
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Experience how WhatsApp Business Calling works natively in Salesforce.
See calls, messages, and analytics — all in one view.
About DialForce
Experience how WhatsApp Business Calling works natively in Salesforce.
See calls, messages, and analytics — all in one view.
