What is REDA Connect?
REDA Connect brings WhatsApp, SMS, Facebook Messenger and Instagram conversations into Salesforce. Agents use Connect Feed to receive messages and reply against the record they work on. Messages are Salesforce records, with the conversation history and available delivery updates visible to your team.
Message from your standard and custom objects
REDA Connect supports all custom objects through the appropriate Connect Account Config. Lead and Contact include ready-made packaged identity and opt-out fields. They are convenient starting examples, not a restriction. Configure each object's telephone or social identity field, display name and account routing, then place Connect Feed on its record page.
WhatsApp/SMS identify people by phone number. Messenger and Instagram use the scoped sender ID received from Meta, not a phone number or social username. An incoming message can find an existing record or create the configured object using its required defaults. Follow the Lead and custom-object examples.
Four channels, one agent workspace
| Channel | Business connection | Start here |
|---|---|---|
| Meta WhatsApp Business Platform and business number | WhatsApp setup | |
| SMS | Twilio and an SMS-capable number; text only in both directions | SMS setup |
| Facebook Messenger | A Facebook Page, through your Meta app | Messenger setup |
| A professional account linked to the Page, using Facebook login | Instagram setup |
Enable only the channels your team needs. The account and record configuration determine the available channel controls. Messenger/Instagram replies must be within 24 hours of the customer's message. WhatsApp supports approved templates outside its service window. Channel capabilities differ; see what each channel can send.
What your team can do
- Work from the record or global inbox. Use Connect Feed on record pages, in the utility bar or from the app's global feed tab.
- Reuse templates and scripts. Prepare and test merge-field templates and guided conversation steps. Messenger/Instagram support text-only templates and script steps within the reply window.
- Share supported files. Enable Allow Document Sharing on the account. Messenger/Instagram have a 4.4 MB application limit; Instagram's picker offers JPEG/PNG and PDF. Verify the final send result and the files your workflow needs.
- Send in bulk where supported. Existing bulk messaging is for WhatsApp/SMS; Winter 2026 does not add Meta social bulk sends.
- Manage consent. Lead/Contact have separate opt-out preferences for each channel. Configure the appropriate consent process on custom objects.
- Monitor and report. Review message statuses, Connect Logs and the packaged reports/dashboard.
Where the data and controls live
Open App Launcher → REDA Connect for the feed, messages, accounts, templates, scripts and logs. Conversation records are stored in Salesforce. Meta or Twilio also transports message content; storage in Salesforce does not mean content never leaves the org. Supported downloaded attachments are stored as Salesforce Files.
Agents need the appropriate REDA Connect permission set and access to the configured objects and fields. Administrator setup includes a public Site for incoming messages, the provider credentials, active account/configuration rows and the actual user page layouts.
Start with the setup sequence
Follow the setup roadmap. For all three Meta channels, begin with the infrastructure and setup guide, which explains apps, portfolios, accounts, tokens and screenshots of both systems. An upgrade does not guarantee new fields appear on customized layouts: use the illustrated layout checklist.
See Winter 2026 changes and upgrade instructions for version 1.94000. REDA Connect's messaging channels are separate from voice calling; this release does not add voice calls.