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Treble helps you harness the full potential of WhatsApp to sell more by integrating with Salesforce and AI. It allows you to automate lead interactions through AI chatbots and optimize communications that require human assistance through an AI-powered multi-agent system.

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What you can do with the integration

  • Read Salesforce data inside a conversation. For example, greet the person by name or change the flow’s path based on the status of their request.
  • Write data to Salesforce from a conversation. Create or update records with what the person answers in the chat.
  • Transfer the conversation to a human advisor, assigning it to the record owner in Salesforce.
  • Save the conversation history in the CRM, as a Task or Event, and optionally also in a custom object with rich formatting.
  • View and reply to WhatsApp conversations without leaving Salesforce, through a custom tab.
  • Launch Treble conversations from Salesforce, using automation flows or Marketing Cloud.

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The two integration types

This is the most important decision and it’s worth understanding it before installing, because it can’t be changed later without uninstalling and reinstalling.

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How to choose

Single object is enough if your operation revolves around a single object. This is the most common case: all contacts come in as Lead, or all as Contact. Multi-object makes sense when the same person can exist in more than one object at the same time, or when your data model spreads the information across several. For example, a university where the prospect comes in as a Lead, is converted into an Account, and each program they apply to generates a separate application.
If you’re not sure, talk to your Customer Success Manager before installing. Switching types later means uninstalling the integration and configuring it again from scratch.

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What to keep in mind before you start

This explains most of the questions that come up after installing.
Treble keeps a copy of the structure of your objects and fields. When you change something in Salesforce (a new field, a validation rule, a record type), Treble doesn’t find out automatically: you need to run the object sync.It’s the most commonly forgotten step and the one that causes errors that seem unrelated to the change.

How to sync objects

Treble writes the full conversation history to the CRM only once, when the conversation is closed. While it’s ongoing you won’t see anything in Salesforce.
When Treble doesn’t find the record, it creates it. When it already exists, it updates it. Some Salesforce fields only accept values at creation time, and that changes how the flow has to be built.

Advanced settings

Treble connects to Salesforce with the credentials of the user who authorized the integration. If that user is deactivated or loses permissions, the integration stops working.That’s why we recommend installing it with a service or integration user, not with someone on the team’s personal account.

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Benefits

  1. Improve first response time and automatically qualify leads. With an automated WhatsApp conversation, you can prospect in less time, nurture less qualified leads, and send only the most interested users to your agents.
  2. Get metrics and optimize WhatsApp performance. Understand WhatsApp performance through clear reports and metrics, and optimize your use of the channel to increase your ROI.
  3. Scale your Marketing and Sales operations with AI. Use Treble and give superpowers to your team. Scale your WhatsApp sales without needing to hire new salespeople.

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Next steps

Install the integration

Prerequisites and the step-by-step, for single object and multi-object.

Sync objects

How to make Treble see the changes you make in Salesforce.

Salesforce blocks

Read and write data from a conversation flow.

History in the CRM

How the conversation looks inside Salesforce.