Note: Waitwhile's native Salesforce integration is currently only provided on the Waitwhile Enterprise plan.
Waitwhile's CRM integration with Waitwhile offers some very powerful capabilities:
This guide will walk you through the necessary steps to integrate Waitwhile with your Salesforce instance. Please connect with your Customer Success Manager or reach out to support@waitwhile.com to get started.
Overview of setup
The setup consists of four steps:
Create a connected app
Create an integration user
Create a permission set
Share info with Waitwhile to apply configuration
To complete the setup, you will require a certificate file from Waitwhile. Please reach out to Waitwhile support, and they will provide you with the necessary certificate file separately.
Note: These instructions assume that you are using the Salesforce Classic UI. If you are not in the Classic UI, you can switch by clicking on your profile and selecting "Switch to Salesforce Classic."
Step-by-Step Setup
1. Create the Connected App
In Salesforce, go to Setup
Navigate to Build > Create > Apps
Under Connected Apps, click New
Fill in:
Connected App Name:
Waitwhile IntegrationAPI Name:
Waitwhile_IntegrationContact Email:
support@waitwhile.com
Check Enable OAuth Settings
Fill in:
Callback URL:
https://api.waitwhile.com/v2/oauth/callbackCheck Use digital signatures
Upload the certificate you received from Waitwhile
Under OAuth Scopes, select:
Manage user data via APIs (api)
Perform requests at any time (refresh_token, offline_access)
Leave other settings default, then Save
After saving, under Connected Apps, select “Waitwhile Integration” → Manage Consumer Details, and note the Consumer Key. (You’ll send this to Waitwhile; do not share the Consumer Secret.)
Edit “Waitwhile Integration” → OAuth Policies → set Permitted Users to Admin approved users are pre-authorized, then save.
2. Create an Integration User
Go to Administer > Manage Users > Users → New User
Fill in:
Last Name:
WaitwhileAlias:
WWEmail:
waitwhile@<your-organization>.<domain>Username: same as email
User License: Salesforce Platform
Profile: Standard Platform User
Save — you’ll need the username to share with Waitwhile.
3. Create a permission set
Go to Administer > Manage Users > Permission Sets → New
Label:
Waitwhile IntegrationAPI Name:
Waitwhile_IntegrationClick Save
Under Assigned Connected Apps, Edit, and add Waitwhile Integration to the enabled connected apps
Save
Click Manage Assignments → Add Assignment → select the integration user → assign
Note: The above user profile and permission sets are simple suggestions to get started quickly. You can manage the permissions in line with your policy. Preferably the user should be as restricted as possible and only have access to the data you intend to display in Waitwhile.
Security best practice: Limit the permissions of this user. Only grant access to objects, fields and records needed by Waitwhile.
4. Share info with Waitwhile to apply configuration
Provide the following to your Waitwhile account manager or support team to complete the integration:
Connected App Consumer Key
Integration User Username
Current My Domain URL (navigate to Administer > Domain Management > My Domain)
API Version Number (from Build > Develop > API > Enterprise WSDL; the version shown in the generated WSDL)
Waitwhile will use these to configure the connection from our side.
Share the following information with your Waitwhile account manager or partner:
Connected App Consumer Key
Integration User Username
Current My Domain URL
API Version Number
Waitwhile will create the necessary configuration to set up the connection!
Frequently Asked Questions
How do you manage user access rights?
We use a dedicated integration user in your Salesforce org. You can restrict that user’s access to specific objects, fields, and record types so that Waitwhile only has access to the data you explicitly share.
Does Waitwhile support Salesforce Person Accounts?
Not currently. The native integration works with standard Contact and Account objects. If you have Person Accounts and want integration, please reach out to discuss potential workarounds or future enhancements.
How often is data synchronized?
From Waitwhile → Salesforce: pushed in real time when visits are created, updated, or completed.
From Salesforce → Waitwhile: data is cached (e.g. for lookup/customer info) for about 5 minutes to maintain performance without over-taxing API usage.
Which fields are shared, and can I control them?
Yes. You have full control via field mapping. You select which Waitwhile fields map to which Salesforce fields (standard & custom). Only mapped fields are shared.
How are duplicates handled?
When pushing data:
If there is an existing Salesforce record matching your criteria (such as email or phone), the integration updates that record.
If no match is found, a new record is created.
Thus, you avoid creating unnecessary duplicate entries.
How is phone number formatting handled? Is phone used as a unique identifier?
Phone numbers are consistently formatted using E.164 (+15551234567 style) to ensure matching works reliably.
The Salesforce Record ID (of the linked Contact or Account) is the system’s main “link” to maintain connection, even if other fields change.
Can I build a custom integration instead?
Yes, Waitwhile offers a public API. If you want custom behavior not supported in the native integration (for example, custom automations, notifications, etc.), you can build on top of that.
Note: Limitation is that the real-time search suggestions of Salesforce records during check-in are only available in the native integration (i.e. via this setup) and not via arbitrary API usage.
Summary
This guide gives you everything you need to configure Waitwhile’s Salesforce integration:
Key capabilities & what you get
Setup instructions (connected app, integration user, permission set, sharing config)
FAQs around security, sync timing, data handling
If you run into any issues or want help, contact Waitwhile Support or your Customer Success Manager.
Have additional questions or need assistance? Reach out to us via chat or at support@waitwhile.com.