Q-Assist for Salesforce
WhatsApp inside Salesforce.
Your customers already buy on WhatsApp — often through a rep's personal phone. Q-Assist moves those chats onto company numbers, puts every message on the Salesforce record, and lets AI qualify the customer before a rep picks it up.
- WhatsApp message to Salesforce record
- ~3 s
- Reply from Salesforce to the customer
- ~2 s
- Hosted in South Africa
- SA
- Agentforce or Einstein licences needed
- 0
Timings measured on a live conversation.
AI answers first
Your rep picks up a qualified customer, not a cold “hi”.
An AI agent built for your business answers, asks your qualifying questions and works out what the customer wants. When it has enough, it hands over to the right rep with a summary.
Customer
- Messages your business on WhatsApp — text, photo or voice note
AI agent
- Answers and asks your qualifying questions
- Reads photos, documents and voice notes
Routes by intent to
Ready for a person?
Not yet: the AI keeps asking
Rep in Salesforce
- Whole conversation on the record
- Short summary of what the customer wants
- Routed to the right team
Hands over when it should
When it has what your team needs, when the customer asks for a person, or after a set number of messages.
Reads what customers send
Product photos, licence discs, documents and voice notes. Voice notes are transcribed and translated onto the message record.
Runs outside Salesforce
No Agentforce or Einstein licences, no AI credits, no Apex limits used. Salesforce only receives the results, as messages and records.
How a message moves
Every message lands in Salesforce as a record.
Q-Assist sits between Meta's WhatsApp Cloud API and your org. Inbound messages are written to Salesforce in seconds; replies are checked before they leave.
Customer on WhatsApp
Meta WhatsApp Cloud API
Q-Assist service
Hosted in South Africa- Receives every message and delivery receipt
- Checks licence, number and 24-hour window on every send
- Queues and retries — never sends twice
- Holds licences, hours, auto-replies and files
Your AI workflow
- Talks first, qualifies, hands over with a summary
Mobile app works the same conversations under the same licence and number rules. Sign-in by QR code from Salesforce.
Your Salesforce org
Chat component
On any record page with a phone field
WhatsApp records
Conversations and messages, private by number
Inbox and Settings
Home tab for reps, Settings for admins
Send retry
Retries within minutes; a sweeper catches the rest
A message in
Meta delivers it to Q-Assist, which upserts a message record and fires an event so any open chat refreshes. Delivered and read receipts update the same record.
A reply out
Salesforce saves it as Pending, then calls Q-Assist. If the call fails it retries within minutes, and every send carries a unique key — the customer never gets it twice.
What your team gets
Built for the people who live in Salesforce.
Reps
- A full WhatsApp chat on Lead, Contact, Account or any record with a phone field
- An inbox of every chat they may see, live, no refresh
- Files, photos, voice notes, quick replies, replies and reactions
- Delivery status on every message, with Meta’s reason if it fails
- Templates offered automatically once the 24-hour window closes
Admins
- One Settings tab: users, numbers, files, quick replies, hours, record linking
- Business hours, holidays and out-of-office replies, set from Salesforce
- A Health tab: connection, scheduled jobs, storage, API use, failed sends
- No deploy needed to change any setting
Managers
- Every conversation on the record, not on a rep’s personal phone
- Volumes, response times and activity per rep and per number
- Standard Salesforce reports and dashboards on every message
- A typing indicator so two reps never answer the same customer
Multiple numbers
One org. A number per branch, brand or team.
Each number keeps its own conversations and its own 24-hour window. A reply in the Cape Town card always goes out from the Cape Town number.
Customer
Cape Town Sales
- Business number 1
Johannesburg Service
- Business number 2
Contact record page
Cape Town Sales
Replies go out on this number
Johannesburg Service
Own thread, own 24-hour window
Who sees what
Three checks. All enforced on the server.
Number access is real Salesforce record sharing, not a filter in the component — so reports, list views and global search respect it too.
Permission set
Which screens they see
Salesforce Setup
Licence
Whether they may send
Settings → Users · enforced by Q-Assist
Number access
Whose conversations they see
Settings → Numbers · real record sharing
Going live
We connect it. Your admin shapes it.
AssistIT handles everything on the WhatsApp side and the install. Your Salesforce admin or partner configures it for how your team works — and we're there for that too.
AssistIT does
- Step 1
Numbers
Register your WhatsApp numbers with Meta. Physical SIMs, not virtual numbers.
- Step 2
Deploy and connect
Install into your org and set up the secure link both ways.
- Step 3
AI workflow
Design your questions, tone, handover rules and AI hours with you.
- Step 4
Background jobs
Schedule the send-retry sweeper and the nightly file clean-up.
Your Salesforce admin does — with us
- Step 5
Permission sets
Base for reps, Manager for the inbox, Settings for admins.
- Step 6
Settings
Licensed users, who works each number, files, replies, hours.
- Step 7
Place the chat
Drop the component on the record pages that need it.
- Step 8
Extend
Lead routing, Opportunity links, reports, flows on messages.
Under the hood
For your Salesforce admin.
The short version of what goes into your org.
- Install
- Metadata deployed straight into your org. No AppExchange package, no namespace — everything is FAS_-prefixed so it never clashes with your schema.
- Data
- Conversation and Message are ordinary custom objects (master-detail). Private sharing, opened per number through public groups.
- Sign-in
- Q-Assist signs in with a certificate (OAuth JWT bearer). No passwords or refresh tokens stored. Each org has its own key, held only as a hash.
- Real time
- A platform event tells open screens to refresh. It carries no message content.
- API use
- About one API call per message, plus one per status change. Busy orgs can batch up to 200 messages per call.
- Files
- Rep files stream to WhatsApp without passing through Apex. Customer files are copied into Salesforce Files with a retention period, or opened by a 15-minute link.
- Safe to automate
- Every message has a unique external ID and syncs are upserts, so a retry never duplicates. Lead, Contact, Account and Opportunity lookups are left for your own automation.
- Requirements
- Enterprise Edition or above. Customer data is copied into your org, which may be hosted outside SA — your POPIA agreement should cover that.
Get in touch
Reach out to Johann
Leave your details and tell us what you're interested in. Johann will get back to you personally.