Salesforce Integration

• How to integrate Salesforce with Rasayel
• Step 1: Connect Salesforce
• Step 2: Go through Salesforce authentication flow
• Step 3: Install Rasayel ↔ Salesforce package to your organization
• How to disconnect Salesforce from Rasayel
• How does disconnecting Salesforce from Rasayel affect you?
• View associated Lead/Contact
• 1. No matching contact found
• 2. Lead matched
• 3. Contact matched
• Customizing displayed properties
• WhatsApp Activity Logging on Salesforce
• Ownership Settings: Automatically assign WhatsApp Conversations to Salesforce Users
• Inbound Settings
• Outbound Settings
• Default Ownership Entity
• Fallback Owner User
• View WhatsApp Conversations in Salesforce
• Automate Sending WhatsApp Messages through Salesforce Flows
• Supported actions:
• Start using WhatsApp Template Messages in Salesforce Flows
• Monitor and limit Rasayel ↔ Salesforce API usage
• Set a limit for Rasayel
• Caching API Responses
• What happens when you hit the limit?

Rasayel is a WhatsApp sales platform that helps teams sell better over WhatsApp.

You can automate your repetitive communications, like lead qualification, on WhatsApp to save time.

Sales managers can have a full view of their entire team’s conversations and see reports of their team’s performance, number of messages and other important metrics.

Teams can collaborate better by assigning chats to each other, leaving private notes in messages and more.

We created our integration with Salesforce to help teams:

• Sync leads/contacts between Salesforce and Rasayel
• Talk to customers over WhatsApp from Salesforce
• Automatically assign WhatsApp conversations with your leads/contacts to their respective owners using customizable automation settings
• Automate sending WhatsApp messages to your leads/contacts through Salesforce Flows and Rasayel’s integration
• Send WhatsApp campaigns by using Salesforce data to filter audiences for your outbound WhatsApp messages
• See all of the WhatsApp activities and messages on Salesforce lead/contact page along with their associated opportunities and accounts
• See WhatsApp conversations associated with leads/contacts on Salesforce

How to integrate Salesforce with Rasayel

You must already have connected WhatsApp with Rasayel. Read How to Connect WhatsApp to Rasayel for more information.

Step 1: Connect Salesforce

In Rasayel, click Settings → Integrations → Salesforce → Connect Salesforce:

A pop-up window opens where you go through the Salesforce Authentication flow.

Step 2: Go through Salesforce authentication flow

In the pop-up window:

1. Log in to your Salesforce account
2. You will be redirected to allow Access for Rasayel
3. Click “Allow”

Step 3: Install Rasayel ↔ Salesforce package to your organization

You will then be redirected to the package installation page. You might have to login to your Salesforce account again:

1. Click “Install for All Users”
2. Accept the terms by checking “I acknowledge that I’m installing a Non-Salesforce Application that is not authorized for distribution as part of Salesforce’s AppExchange Partner Program.”
3. Click “Install”

That’s it! Your Salesforce workspace is connected to Rasayel now. 🙌

How to disconnect Salesforce from Rasayel

Follow the steps below from your Rasayel workspace to disconnect Salesforce from Rasayel:

1. Click Settings → Integrations → Salesforce
2. On the next page click Disconnect. In the pop-up window click Deactivate.

That’s it! You’ll see a confirmation that Salesforce is disconnected.

How does disconnecting Salesforce from Rasayel affect you?

You can still see and do the following after disconnection:

• View all of the activity logs on Salesforce lead/contact page

These will only show past activities. No new messages or conversations will be included.

You cannot see/do the following after disconnection:

• You cannot see Salesforce lead/contact information in Rasayel
• You cannot see WhatsApp conversations on Salesforce lead/contact page
• You cannot send WhatsApp messages from Salesforce
• You cannot link contacts between Salesforce and Rasayel
• You cannot create Salesforce Flows that include sending WhatsApp messages as action
• You cannot send WhatsApp messages in bulk through Salesforce Campaigns

View associated Lead/Contact

We automatically match contacts in Rasayel to equivalent leads/contacts in Salesforce .

This information is displayed on the right sidebar of your Rasayel inbox.

Our Salesforce integration will attempt to match a Rasayel contact by phone number, and will show any matched contacts, meaning, phone numbers between Rasayel and Salesforce entities must match for an automatic matching to occur.

Because phone numbers can have different formats, Rasayel will do its best to match all different formats of a phone number.

When you activate your Salesforce integration, at the right sidebar of each customer chat, you’ll see the Salesforce lead/contact card. It’s a dropdown menu:

There are three states a WhatsApp contact can have:

1. No matching contact found

This will appear for contacts whose phone was not found on any of your Salesforce leads or contacts

In this state, there are three actions that you can do:

1. Link to an existing Salesforce Contact: if this WhatsApp contact matches a Salesforce contact that you have, but the phone numbers just don’t match, you can manually choose that contact to link both the WhatsApp contact and the Salesforce contact together.
2. Create a new lead in Salesforce: if this WhatsApp contact is a brand new lead, you can create a new lead with a click of a button, the lead will then automatically appear on the sidebar.
3. Create a new contact in Salesforce: if this WhatsApp contact is a brand new contact, you can create a new contact with a click of a button, the contact will then automatically appear on the sidebar.

2. Lead matched

This will appear when we successfully match a lead. We’ll display the properties that we fetched from Salesforce on the card.

Clicking on “View in Salesforce” will redirect you to this Lead on Salesforce.

You can customize the properties displayed for a lead by following the steps in Customizing displayed properties.

3. Contact matched

This will appear when we successfully match a contact. We’ll display the properties that we fetch from Salesforce on the card.

If a contact has an Account or an Opportunity attached, we’ll display those as well. You can customize the displayed properties for any of those entities the same way as in Customizing displayed properties.

You can view the contact in Salesforce by clicking on “View in Salesforce”

Matched contacts will always have one account associated, and therefore, only one account will be displayed.

Matched contacts can have more than one associated opportunity, in this case, Rasayel will display the most recently updated opportunity, and will show an external link to the rest of the opportunities.

Customizing displayed properties

You can customize the displayed properties on the Salesforce sidebar for different entities

On the contact sidebar:

1. Click on the “Edit” button (pencil ✏) on the top right corner
2. The “Edit Sidebar” menu will appear, click on the Salesforce entity you want to edit the properties for
3. Optionally, remove a property by clicking on the “Delete” button (bin 🚮)
4. Add properties by clicking on “Add Property”
5. Search for the property you want to add, then click on it
6. Close the editing menu
7. On the “Edit Sidebar”, click on “Done”

The new properties should now reflect on the sidebar.

WhatsApp Activity Logging on Salesforce

All of your WhatsApp activities and messages with a lead/contact are automatically recorded on the Salesforce entity page. We call it activity logging.

An Activity Log can include:

• All the text messages your team and the lead/contact exchange with each other during the log’s period
• The name of the team member(s) and the contact who sent the message
• The date and time of a message
• When a conversation opened
• Who opened/closed a conversation or assigned it to a team member

Here’s how an activity log looks like:

Activity Logs are represented as Salesforce Tasks, and will be logged on the Lead/Contact, and a contact’s associated Account and Opportunity.

WhatsApp conversations can have more than one Salesforce Task. A new Salesforce Task is created for the conversation if it has been closed or 24-hours have passed between messages.

The currently ongoing portion of a conversation will be marked as an “Upcoming Task” while a past portion of a conversation will be represented as a “Completed Task”. Here’s an example:

Activity logs are processed automatically every 15-minutes. However, you can process the activity logs manually by clicking on the “Sync Now” button in your Salesforce Integration settings page. The activity logs will be processed immediately after clicking the button.

If you don’t want Activity Logging, you can turn it off completely on your Salesforce Integration settings page by turning the toggle off.

Ownership Settings: Automatically assign WhatsApp Conversations to Salesforce Users

Salesforce Ownership settings in Rasayel allow you to seamlessly assign new WhatsApp conversations to the appropriate lead/contact owner in Salesforce.

You can tailor these assignments using a comprehensive set of options, ensuring each conversation is directed to the right person based on your specific criteria.

To view and modify your ownership settings:

1. Head to the “Settings” page
2. Go to the “Integrations” section
3. Choose “Salesforce”
4. Expand the “Ownership Conversation Assignment” section

Rasayel provides you with granular control over which scenarios you’d want the automatic ownership assignment to kick in.

The Ownership Assignment works as follows:

1. When a message is sent/received, Rasayel checks the respective setting for this scenario.
2. If the setting is turned on, we will match the WhatsApp contact to its respective lead/contact.
3. If a Lead is matched: we will assign the WhatsApp conversation to the equivalent Rasayel user of the Lead’s owner. (Equivalent users have the same email)
4. If a Contact is matched: Rasayel will look at the “Default Ownership Entity”, and depending on that setting, it’ll look up the equivalent owner in Rasayel.
5. If the equivalent user does not exist in Rasayel, then Rasayel will assign the conversation to the Fallback Owner User instead.

Inbound Settings

Incoming messages can start new conversations or open an existing closed conversation. In this situation, you may want to assign the conversation to its respective owner.

We give you granular control on whether you want to assign the conversation to inbound messages or not. You can enable the “Assign to Owner” check box to turn the setting on.

There are two scenarios on the inbound:

1. Bot flow triggered: if the incoming message triggers a bot flow, you can choose to assign the conversation to the respective owner.
2. No bot flow triggered: alternatively, if the message doesn’t trigger a bot, you can route it to the respective owner.

Outbound Settings

Rasayel agents can start conversations with their customers through various entry points, therefore, we provide you with granular control over which entry point should be assigned to the owner

1. Inbox: if users send a message in a closed or completely new conversation
2. Sequence: if users initiate a conversation through a Sequence
3. API/Zapier: if users use Zapier or the API to send a message to the contact
4. Simple Campaign: if users send a WhatsApp campaign using a WhatsApp template, to communicate with their customers. The conversation will be assigned only when the user replies.
5. Proactive Bot Campaign: if users send a WhatsApp campaign using a Bot, to communicate with their customers. The conversation will be assigned only when the user replies.

Default Ownership Entity

It is possible that a WhatsApp contact matches both a lead and a contact at the same time. In this scenario, we’ll always prioritize the contact over the lead.

If the WhatsApp contact matches a Salesforce Contact, you can choose which entity’s owner to assign to. In this situation, you can assign the conversation to the respective owner of the Contact/Account/Opportunity.

Fallback Owner User

Sometimes, an entity owner in Salesforce, may not have an account in Rasayel. In this scenario, Rasayel needs a ‘fallback user’ to assign the conversation to.

You get to customize the behavior in this situation, you can either let the conversation get unassigned, in which case, one of your Sales managers can pick it up and re-assign it. Or automatically assign it to one of your users.

View WhatsApp Conversations in Salesforce

Most of the time, your sales agents may work within the Salesforce CRM, and therefore, they may not want to jump back and forth between Rasayel and Salesforce.

You can send WhatsApp messages directly from Salesforce using Rasayel’s WhatsApp-Salesforce integration.

To set this up, go to the entity you want to set this up for. In that case, it’s the Contact:

1. On the top-right corner, click on the Settings (⚙) icon
2. Select “Edit Page”, this will redirect you to edit the layout of the page
3. On the left, you will find the Components available, scroll to the bottom
4. You should find “Rasayel Conversations”, click on it and drag it to the layout
5. Paste the Component somewhere preferable on the layout
6. Save the Layout
7. Click on “Activation”
8. Ensure that this layout is the Org Default, if not, you can change it to be the default in this page
9. Click on “Done”

When you go back to the Lead/Contact’s page, you should find the Rasayel Conversations component on the page and it should show any WhatsApp conversations you have with this entity.

The component will list down the conversations you have with this lead/contact, and you have a couple of actions you can take on the conversation:

1. Send Message: this will open Rasayel within Salesforce, and will give you a chance to message your contact
2. View in Rasayel: this will redirect you to the conversation within Rasayel in a new tab
3. Open Rasayel: if you want to initiate a new conversation with this customer, you can open Rasayel in a mini-view within Salesforce

Here is how Rasayel looks within Salesforce. You can initiate this by clicking “Send Message” on an existing conversation, or “Open Rasayel” at the bottom.

Automate Sending WhatsApp Messages through Salesforce Flows

Salesforce Flows automate your business processes and make your team more efficient. With Flows you can automate certain tasks (actions) based on triggers you define.

Rasayel adds its own definition for a couple of actions to allow you to automatically send WhatsApp templates as part of your Salesforce Flows.

Supported actions:

• Send a WhatsApp template message
• Send a proactive WhatsApp bot flow

Start using WhatsApp Template Messages in Salesforce Flows

To start using the WhatsApp messages in your flows, head to your “Flows” page then:

1. Click on “New” to create a new Flow
2. Start your flow from scratch
3. Click “Next”
4. Use a “Record-Triggered Flow”
5. Click “Create”
6. Choose a supported object: Lead or Contact
7. In this example, we will choose Lead
8. Add an element after the trigger by clicking the (+) sign
9. Choose “Action”
10. From the Actions categories, select “Rasayel”
11. Choose one of the supported actions, for example: Send a WhatsApp Template
12. Add a label for your Action Element
13. Fill in the required parameters for the action:
1. Channel: the name of the Rasayel channel you are going to use, you can find your channels here. Make sure to type in the name of the channel correctly.
2. Phone number of the receiver: the number of the user that’ll be receiving the message, you can also use one of the object’s properties, like phone.
3. Template: the name of the template you want to send, you can find your templates here. Make sure to type in the name of the template correctly.
14. On the top-right corner, click “Save”.
15. Add a label for the flow
16. Save it

This way, whenever an object is created/updated/deleted, the action will execute properly and send a WhatsApp template.

There are many possibilities you can build using Rasayel’s Salesforce Flow Actions, we have only shown you one possibly as an example.

Monitor and limit Rasayel ↔ Salesforce API usage

Rasayel utilizes Salesforce RESTful API to perform various tasks, and it works in tandem with other integrations connected to your Salesforce organization. This means that the API limits of your Salesforce organization are shared between Rasayel and other integrations.

For this reason, you may want to monitor and limit the API consumption of Rasayel to make sure it doesn’t choke other integrations in your system.

On your Salesforce Settings page, you’ll find a “Manage Salesforce API usage” section where you’ll be able to see:

1. How many API requests are available for your organization (white portion)
2. How many API requests have been used by Rasayel (blue portion)
3. How many API requests have been used by other integrations (gray portion)

Set a limit for Rasayel

Here you can also define the maximum number of calls Rasayel can make to the Salesforce API in 24 hours:

Caching API Responses

By default, Rasayel caches the data it receives from your Salesforce organization, to reduce the number of API calls it has to make to Salesforce, and therefore, save as much API quota as possible for you.

However, this doesn’t come free: you may notice a slight delay on the integration lead/contact matching (around 5 minutes) across different integration features.

For example: Newly created lead/contact on Salesforce may not immediately start to match on Rasayel. it will take around 5 minutes for them to appear.

You can disable the caching for Rasayel by disabling the toggle and clicking “Save”.

What happens when you hit the limit?

If Rasayel hits the limit you’ve set or if you have no API quota left, most of the integration functions will be disabled.

1. WhatsApp Activity Logging won’t work for ongoing conversations. Once your API quota is resumed, it will continue processing from where it left off.
2. The sidebar will show an error that you’ve consumed the available API limits

3. Ownership Assignment rules will not function until the API limits are resumed