GuruSup + Salesforce — WhatsApp Support
WhatsApp Customer Support Connected to Salesforce
Your customers are on WhatsApp. Your data is in Salesforce. GuruSup connects both through the WhatsApp Business API: AI agents handle first-line conversations on WhatsApp, resolve common questions, and create or update Salesforce cases when human help is needed. Every WhatsApp message becomes part of the customer record.
Key benefits
AI Agents on WhatsApp
GuruSup's AI agents respond to WhatsApp messages using your Salesforce knowledge base and customer data. They answer order status, appointment questions, and account inquiries without a human agent. When the conversation needs a person, the handoff includes full context.
Omnichannel Case Management
WhatsApp conversations become Salesforce cases. If a customer starts on WhatsApp and follows up by email, both interactions appear in the same case. Your agents see the full conversation history regardless of channel.
WhatsApp Business API Compliance
GuruSup manages WhatsApp Business API message templates, 24-hour conversation windows, and opt-in requirements. Your team sends approved template messages for proactive outreach and free-form replies within active conversations. All within Meta's policies.
Frequently asked questions
Do I need a separate WhatsApp Business API account?
Yes, you need a WhatsApp Business API account through an official Business Solution Provider (BSP) or Meta's Cloud API directly. GuruSup connects to your existing WhatsApp Business API account. If you don't have one, we can guide you through the setup process.
How does the AI agent know what to answer on WhatsApp?
The AI agent uses your Salesforce knowledge articles, FAQ documents, and customer data to generate answers. It also learns from previous case resolutions. You control what information the agent can access and what topics require human escalation.
Can customers send images and documents through WhatsApp?
Yes. GuruSup handles text, images, documents, voice messages, and location sharing through WhatsApp. Media files get attached to the Salesforce case. The AI agent can analyze images (like screenshots of errors) to help diagnose issues faster.
