August 08, 2025
Sprout Social Integrates Instagram and WhatsApp into Salesforce for Smarter CX
Sprout Social has expanded its partnership with Salesforce, introducing a new integration that brings Instagram, LinkedIn, X (formerly Twitter), Facebook Messenger, and WhatsApp into Salesforce’s Digital Engagement platform.
The move makes Sprout the first social media management provider to connect with Salesforce through its Bring Your Own Channel (BYOC) framework.
The integration aims to help brands manage social customer care more efficiently by embedding social messaging directly into the Salesforce workspace. Service agents will be able to respond to social inquiries alongside email, chat, and voice, without switching platforms.
Kishan Chetan, EVP & GM of Service Cloud at Salesforce, said: “Our collaboration with Sprout Social plays a pivotal role in enhancing the value of Service Cloud for our shared customers. By integrating social conversations into Salesforce, Sprout Social enables businesses to unify social data with their customer data to deliver better, more personalised service–helping them build stronger, more trusted brands.”
As customer expectations rise, especially for real-time, personalised service, many companies are looking for tools that bring together social media engagement and CRM data. This integration will allow teams to work across channels in a single view, while using Salesforce’s AI tools, knowledge base, and automation to streamline responses.
Key features include unified agent routing for social messages, access to customer context and history from within Salesforce, and the ability to feed social data into broader marketing, sales, and product strategies.
The integration is not yet available but will be showcased at Dreamforce, Salesforce’s annual event, taking place October 14–16. Sprout Social plans to announce availability details during the conference.
