Salesforce Sales & Service Cloud

The Salesforce package brings SMS and WhatsApp messaging into Sales Cloud and Service Cloud. Agents message contacts, leads, and accounts from the record itself; message history, delivery reports, and inbound replies are stored as records in your own org. This is a native managed package — no intermediary service sits between Salesforce and OneXtel. Your org calls the OneXtel APIs directly.

Scope

Multiple accounts

Configure more than one OneXtel provider account in a single Salesforce org.

Object Templates

Map approved OneXtel templates to Salesforce objects and bind placeholders to record fields.

Send from anywhere

Send from a record button, from a Salesforce Flow, or programmatically from Apex.

Reporting in-org

Every message, delivery report, and inbound reply is written to a per-channel Report object.

Supported message types

Type	SMS	WhatsApp
Text	✅	✅
Media — image, video, document	—	✅
Buttons — Copy Code, Copy Offer, URL, Phone Number, Reply with Payload	—	✅
Carousel	—	✅
Limited Time Offer (LTO)	—	✅
Free-form (non-template)	—	✅
Inbound — text, media, button reply, contact, location	—	✅

Delivery events Sent, Delivered, Read, and Failed are written back against the original message record. When a message fails, see WhatsApp error codes for what the failure means.

Install the package

Get the install link

Request the current package install link and password from OneXtel support. There are separate packages for SMS and WhatsApp, and a WhatsApp variant that includes the inbox.

Point the link at your instance

The install URL begins with login.salesforce.com. Replace login with your own instance subdomain before opening it, then complete the install.

Configure delivery reports

Delivery reports arrive over a public Salesforce Site, so the site and its Apex access must be set up before any status will return.

Create a site

Go to Setup → Sites → New and fill in:

Field	Value
Site Label	`DLR Site`, or any name you prefer
Active	Enabled
Active Site Home Page	`InMaintenance`, or any page

Click Save.

Enable Apex class access

Open the site, click Public Access Settings, then Enabled Apex Class Access → Edit.For SMS, enable OneXtel.SMSReportUpdateApi.For WhatsApp, enable all of:

OneXtel.CustomResponse            OneXtel.SendWaQueueable
OneXtel.ProviderController        OneXtel.TemplateController
OneXtel.SMSPayloadController      OneXtel.WADLRReportUpdateApi
OneXtel.SMSReportUpdateApi        OneXtel.WAInboundUpdateApi
OneXtel.SendSMSController         OneXtel.WhatsAppService
OneXtel.SendSmsQueueable          OneXtel.WhatsAppTemplateController

Click Save.

Grant object access (WhatsApp)

Still in the site’s profile, click Edit and select OneXtel under Custom App Settings, then check everything under Events and Custom Objects.In Object Manager, search for WhatsApp, open Object Access → Profiles → Edit, and enable all checkboxes for the DLR profile.

Share the DLR link with OneXtel

Go to Sites and copy the Site URL, then append the channel’s path:

{siteUrl}/services/apexrest/OneXtel/sms-report-update
{siteUrl}/services/apexrest/OneXtel/wa-dlr-update

Send the resulting link to OneXtel support so delivery reports can be routed to your org.

Configure an account and templates

Add a provider account

From the App Launcher, open OneXtel, go to the Provider Account tab, click New, fill in your OneXtel credentials, and save. Repeat for each account you need.

Create templates

Open the SMS Template or WhatsApp Template tab and click New.SMS templates come in two kinds. A Default Template is the base template approved in OneXtel — for example Hi {{1}}, Thanks for signing up. An Object Template binds that base template to a Salesforce object, assigning each placeholder to a field, so {{1}} resolves to firstname.WhatsApp templates are typed as Default, Marketing, Carousel, or LTO. Select the object, the provider, and the approved template, then enter variable values and any card URLs before saving.

Each Object Template is restricted to one Salesforce object. A template cannot combine fields drawn from multiple objects — surface any related data on the target object first, for example with a formula field.

Add the send button to an object

The Contact object ships with the button already configured. For any other standard or custom object, create it yourself.

Create the action

Go to Setup → Object Manager, select the target object, then Buttons → New Action:

Field	SMS	WhatsApp
Action Type	Lightning Web Components	Lightning Web Components
Lightning Web Component	`c:sendSmsForm`	`sendWhatsappAction`
Standard Label Type	None	None
Label	`Send SMS`	`Send WhatsApp`
Name	`Send_SMS`	`Send_whatsapp`

Add it to the page layout

Open the object’s layout, find the button under Mobile and Lightning Actions, and drag it into Salesforce Mobile and Lightning Experience Actions. If it will not drag, click Override the predefined actions first. Save.

Link reports back to the object (SMS)

So SMS reports resolve to the originating record, go to Object Manager → SMS Report → Fields & Relationships → New and create a lookup relationship to the related object. Name it REF {objectname} with API name REF_{objectname} — for example REF Account / REF_Account. Skip this if the lookup already exists.

Send a message

From a record
From a Flow
From Apex

Open the record, click Send SMS or Send WA Msg, choose the phone field, the OneXtel account, and the Object Template, then send. The result is saved to the channel’s Report object.For WhatsApp you can also select Freeform instead of a template, pick a provider, and type your own message — subject to WhatsApp’s session window rules.

Open the Developer Console and go to Debug → Open Execute Anonymous Window.

SMS

String accountId  = 'YOUR_PROVIDER_ACCOUNT_ID';
String templateId = 'YOUR_OBJECT_TEMPLATE_ID';
String recordId   = 'YOUR_SOBJECT_ID';
String phoneField = 'Phone';   // either phoneField or phone is mandatory
String phone      = null;

OneXtel.CustomResponse response = OneXtel.SendSmsController.sendSms(
    accountId, templateId, recordId, phoneField, phone);
System.debug(response);

String templateId = 'YOUR_OBJECT_TEMPLATE_ID';
String recordId   = 'YOUR_SOBJECT_ID';
String phoneField = 'Phone';   // either phoneField or phone is mandatory
String phone      = '919999999999';

OneXtel.WhatsAppService.sendMessage(recordId, templateId, phoneField, phone);

Reporting

Outbound messages appear in the channel’s Report tab, keyed by template reference. Inbound replies generate their own report entries, with template details mapped onto the record’s fields.

Limitations

Inbound media is capped at 5 MB. Larger attachments on incoming WhatsApp messages are not processed.
One object per Object Template. Templates cannot span multiple Salesforce objects.
Salesforce platform limits apply. Sends are subject to Salesforce API and job limits. High-volume sends that exceed Apex governor limits fail at the Salesforce layer before reaching OneXtel — batch large sends accordingly.
Message-type support follows the channel. Anything WhatsApp itself restricts — session windows, template category rules — applies here unchanged.

Overview

Connectors

Salesforce Sales & Service Cloud

Scope

Multiple accounts

Object Templates

Send from anywhere

Reporting in-org

Supported message types

Install the package

Configure delivery reports

Configure an account and templates

Add the send button to an object

Send a message

Reporting

Limitations

​Scope

Multiple accounts

Object Templates

Send from anywhere

Reporting in-org

​Supported message types

​Install the package

​Configure delivery reports

​Configure an account and templates

​Add the send button to an object

​Send a message

​Reporting

​Limitations

​Related

Scope

Supported message types

Install the package

Configure delivery reports

Configure an account and templates

Add the send button to an object

Send a message

Reporting

Limitations

Related