But the way people engage with WhatsApp is shifting. As the channel becomes more conversational, you need ways to go beyond scheduled sends and create experiences that feel fast, hyper-personalised, and relevant to the way your customers shop.

That’s where Merx strengthens your setup. We layer in WhatsApp-native intelligence that enables your customers to ask questions, compare products, and get support in real time. This turns WhatsApp into a dynamic channel that drives engagement, converts customers, and guides them in the moments they’re most ready to act.

What Teams Need to Drive High-Value WhatsApp Moments

Salesforce gives you the structure you need to manage basic WhatsApp activity at scale. But as the channel becomes a core part of the buying journey, the highest-value opportunities now sit within conversational commerce moments that traditional  workflows aren’t built to interpret and now struggle to keep up with

To operate effectively in this environment, brands need:

• AI Built Specifically for WhatsApp - Intelligence that can understand natural language, follow multi-step reasoning, and support real-time decision-making
• Adaptive Commerce Conversations - Tools that enable customers to ask, evaluate, and choose products inside WhatsApp, with instant clarity and personalised guidance.
• Zero- and First-Party Data Capture From Every Message - Structured insights from chat, not just broad CRM logs, so teams can deliver sharper segmentation, stronger personalisation, and more accurate lifecycle planning.
• Frictionless, Compliant Opt-Ins - Simple, one-tap WhatsApp-native opt-ins that keep list growth fast, compliant, and low effort.

Without these capabilities, critical moments slip away. High-intent questions go unanswered. Customer preferences remain buried in chat threads. Segmentation and follow-up journeys weaken. Revenue opportunities disappear the moment a customer encounters friction.

Merx Expands What’s Possible with WhatsApp

Merx brings the intelligence and automation needed to elevate your WhatsApp potential and deliver personalised, adaptive customer experiences at scale.

Instead of relying on static messages or fixed workflows, Merx enables two-way conversations that reflect how customers actually make decisions inside the app. This gives your team a responsive, insight-rich way to engage, with automated interactions that feel human and timely. With these capabilities, you can support customers the moment they need guidance and avoid missing high-intent opportunities.

AI Guidance Built Around Your Brand

Merx trains AI models on your product catalogue, brand tone, approved policy materials, and customer education resources. These models operate within strictly scoped contexts to ensure accuracy, consistency, and brand alignment.

Importantly:

• Any PII is encrypted before processing or being passed to models.
  
• Customer data is never used to train Merx’s models.
  
  

Even when your team is offline, shoppers receive timely, on-brand, and trustworthy support that helps them move from consideration to confident decisions. Over time, this consistency builds customer trust and improves overall conversion quality.

True Conversational Commerce

Using rich media, guided flows, and real-time product support, Merx turns WhatsApp into a high-performing commerce channel. Customers can:

• Compare items
  
• Ask about fit, size, or ingredients
  
• Get personalised recommendations
  
• Learn how to use a product
  
• Move from browsing to buying without ever leaving the app
  
  

These fast, structured conversations reduce drop-offs and help customers complete purchases with certainty and speed.

Automatic Data Capture From Every Chat

Every WhatsApp conversation becomes a source of structured intelligence.

Merx automatically extracts:

• Preferences
  
• Objections and concerns
  
• Frequently asked questions
  
• Product interests
  
• Signals of purchase intent
  
  

This data flows directly into your CRM as clean, usable insights which allows for better segmentation, smarter journeys, and forecasting grounded in what customers actually say, not just where they click.

Easy, GDPR-Compliant Opt-Ins Inside WhatsApp

With simple one-tap, in-channel opt-ins, Merx makes compliant audience growth effortless. Customer data stays protected with ISO-aligned controls, encryption, and data masking, allowing you to build a permissioned audience with minimal friction.

Plus, customer data remains fully encrypted at all times and is never used to train Merx’s models. Any PII is masked before processing, ensuring your customer information stays private, protected, and entirely under your control.

CRM Strength Meets WhatsApp-Native Intelligence

When combined, Salesforce and Merx form a powerful, future-proof WhatsApp stack.

Salesforce gives your team the CRM backbone they need to manage identity, automation, and cross-channel messaging. With Salesforce’s WhatsApp integration, you maintain consistency, governance, and templated workflows that keep communication structured across your broader customer lifecycle.

Merx extends that foundation with AI built specifically for WhatsApp. With Merx, intelligent commerce capabilities turn customer conversations into actionable insights. By enabling adaptive dialogue, guided product discovery, and structured data capture, Merx helps you support customers the moment they need clarity or direction.

When combined, the result is an agile and structured stack that strengthens your CRM and transforms WhatsApp into a high-performing, revenue-driving channel.

Drive Predictable WhatsApp Revenue With Merx

Brands adopting Merx turn WhatsApp into one of their most reliable growth channels, with predictable lifts across customer engagement and revenue contribution.

When Benefit UK signed up for Merx, their team saw the impact almost immediately. Their WhatsApp channel delivered 40x ROAS on marketing spend, added 5,000 new opt-ins in a single month, and drove a higher AOV than their site average. Conversational insights also helped them refine their product education and retargeting, accelerating revenue contribution.

Zita West experienced similar momentum. Within their first three months, WhatsApp delivered 30x ROAS and generated 4.4% of their total ecommerce revenue.

The best part? Merx integrates directly into your Salesforce environment, so your teams see value quickly with minimal disruption.