Has anyone integrated whatsapp with Salesforce, I need to create case record using WhatsApp, and related activities like create a case, share latest update etc. pls suggest in case there is any document

Hi Raviraj, 

Try the below path: 

1. Enable WhatsApp as an Enhanced Messaging Channel in Service Cloud, connecting your Meta Business/WhatsApp Business account. 

2. Set up Omni-Channel routing (queue + routing config, or an Omni-Channel flow) so incoming WhatsApp sessions land with the right team, including support for bot-based routing. 

3. Auto-create a Case from an incoming message using an Einstein Bot or Flow — the bot captures the customer's intent, and on unresolved/escalation intents, invokes a flow action to create a Case, tagging it back to the messaging session. 

4. Send updates back on the case (like "latest update") using Messaging Components — reusable structured message templates (Question, List Selector, etc.) that reps or flows can push into the WhatsApp thread, including dynamic content pulled from the Case record. 

5. For proactive/automated updates outside an active session (e.g., status changed to Resolved), use Template-Based Automated Messages — these require Meta-approved templates and the WhatsApp Outbound Messages SKU. 

The exact Trailhead module walking through this entire flow end-to-end (WhatsApp setup → routing → messaging components → case creation) is "WhatsApp for Agentforce Service," which I'd start with since it's hands-on with the Ursa Major Solar org. 

References: 

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