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New Salesforce-WhatsApp Integration brings Marketing and Service Conversations together

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Salesforce, the #1 AI CRM, announced the general availability of Unified Conversations for WhatsApp, which transforms one-way marketing promotions or service requests into dynamic, two-way conversations from a single WhatsApp number.

Instead of managing separate threads for promotions and support, customers can automatically receive personalised opt-in marketing promotions and individual support all within a single WhatsApp chat between a brand and customer.

This allows companies like Agibank to use data stored in Salesforce from across their more than 900 hubs within WhatsApp to deliver personalised loan proposals, resolve concerns faster, and better support customers — all in a single conversation.

Why it matters: Seventy-nine percent of customers expect consistent interactions across departments and 75% want to communicate with brands using messaging. However, businesses aren’t meeting these expectations. Customers report that disconnected experiences are their top frustration when dealing with an organisation.

Salesforce perspective: “With more than two billion people using WhatsApp today, Salesforce’s new Unified Conversations for WhatsApp enables brands to connect with their customers where they are and have a single, connected, and trusted experience,” said Steve Hammond, EVP and GM, Salesforce Marketing Cloud.

“This helps brands break down barriers across their company and build stronger relationships throughout their customer’s journey, including natural handoffs from marketing to service teams, by driving the right personalised engagement, no matter where they are in the customer journey, at the right time and in the right context.”

Go deeper: Unified Conversations for WhatsApp is powered by Salesforce Data Cloud. Data Cloud allows companies to bring all of their trapped data into Salesforce and build a unified customer profile across all products, services, and interactions. This allows marketers and service agents to work off the same, shared customer profile and provides them with the relevant context needed to deliver trusted experiences across both departments in a single chat thread.

Innovation in action: By combining marketing and service conversations together in Unified Conversations for WhatsApp:

  • Marketers can segment audiences and create content for marketing campaigns while giving service agents a window into customers’ interactions to provide recommended next best actions using a single WhatsApp number.

  • Inside one WhatsApp conversation, healthcare organisations can schedule, confirm, and provide follow-up support for procedures and appointments.

  • Financial service institutions can prevent fraud by offering a single experience in WhatsApp to proactively verify and provide assistance for unusual transactions.

  • Travellers can respond to personalised trip offers and book experiences through chatbot-powered prompts in WhatsApp.

 


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

Telecom

Court Bans Kenyan Telcos from Recycling SIM Cards

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Kenya’s High Court has ruled that mobile phone numbers are not disposable assets, but constitutionally protected digital identifiers, striking at the core of a long-standing industry practice of arbitrarily reassigning inactive SIM cards without the owners’ consent.

Court Bans Kenyan Telcos from Recycling SIM Cards

In a landmark decision that could reshape telecom regulation and digital identity frameworks across Africa, sitting at Milimani Law Courts in Nairobi, Justice Lawrence Mugambi declared that reassigning a phone number without the original owner’s consent violates the right to privacy.

The ruling effectively elevates a SIM card into the same legal category as personal data tied to an individual’s private life.

At the heart of the ruling is Article 31 of the Constitution, which safeguards citizens from unnecessary disclosure of private information and interference with communications.

The court found that in today’s digital economy, a registered mobile number functions as a critical gateway to sensitive personal data, linking users to mobile money platforms like M-PESA, banking systems, email accounts, and social media profiles.

“When mobile digital identity is lost through reallocation or recycling without interrogating the reasons behind inactivity, it creates an avenue for unauthorised disclosure of delicate information,” the judgment stated.

The case, brought by Erastus Ngura Odhiambo, petitioner and former prisoner, challenged the routine telecoms practice of deactivating SIM cards after prolonged inactivity and reassigning them to new users.

Odhiambo lost access to his mobile phone number due to inactivity while serving his lengthy sentence.

He argued that the practice exposes individuals to serious risks, including misdirected financial transactions, intercepted one-time passwords, and unintended access to private communications.

The court agreed, highlighting how recycled numbers can result in strangers receiving confidential messages, authentication codes, and even being added to private messaging groups, effectively inheriting fragments of another person’s digital life.

Justice Mugambi also criticised the rigidity of SIM deactivation policies, calling them “arbitrary” for failing to consider legitimate reasons for inactivity such as incarceration, studying in restricted environments, or living abroad.

“Incarceration does not strip an individual of their constitutional rights to privacy and identity,” he noted.

For telecom operators, including Safaricom, the ruling introduces a significant compliance burden. The court outlined three strict conditions before any number can be reassigned.

Telcos must obtain informed and verifiable consent from the original owner, issue a public notice and conduct traceability efforts over a reasonable period.

More importantly, the court further directed that telecoms firms must implement technical safeguards to prevent data exposure to the new user.

The Office of the Attorney General has been given six months to translate these directives into enforceable regulations.

 


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Binance Earn: Simple Way to Earn Rewards on Idle Crypto Holdings

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Binance Earn offers cryptocurrency users an accessible way to generate rewards on idle digital assets without active trading or constant market monitoring.

Binance Earn: Simple Way to Earn Rewards on Idle Crypto Holdings

Binance Earn

As the crypto market matures, more holders seek productive uses for their assets rather than leaving them dormant in wallets. Binance addresses this through Binance Earn, where users allocate supported cryptocurrencies to various reward products for automatic yield generation.

The platform emphasises simplicity with a “set-and-forget” model: users select assets, pick a product, and rewards accrue passively in the background. This appeals especially to long-term holders aiming to enhance portfolio value over time without day-to-day involvement.

Binance Earn provides flexible options for instant liquidity access alongside fixed-term products for defined commitments, catering to diverse strategies and risk appetites.

“We’re seeing growing interest across Africa in ways to make crypto holdings more productive without active trading,” said Larry Cooke, Africa Head of Legal at Binance. “Simple, ‘set-and-forget’ solutions are becoming increasingly relevant as more users take a longer-term approach to digital assets.”

The feature reflects shifting user behaviour towards holding and gradual growth amid volatile markets, where reward rates fluctuate based on conditions, liquidity, and structures.

Users must assess risks and alignment with personal goals, as crypto remains volatile. Binance Earn positions itself as a key tool in Africa’s rising digital asset adoption, enabling hands-off participation in the ecosystem.


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New Gmail Scam Mimics Security Alerts to Steal User Data

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Cybersecurity researchers at Malwarebytes Labs have exposed a sophisticated new Gmail scam where fraudsters send fake Google security alerts via phishing emails, texts, and pop-ups, tricking users into a deceptive four-step verification process that harvests login credentials, GPS locations, contacts, and other sensitive data for account takeovers.

New Gmail Scam Mimics Security Alerts to Steal User Data

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Disguised as routine checkups, these alerts mimic Google’s official pages to create urgency, prompting victims to install malicious “security tools” that grant hackers real-time access to Gmail and linked services—Corey Donovan, president of Alta Technologies, warns legitimate checks never come unsolicited or demand downloads, urging users to close suspicious prompts immediately and verify via official Google account pages instead.

The scam’s rise amplifies risks during travel, where public Wi-Fi hotspots—especially “evil twin” fakes like slight misspellings of “Airport_Free_WiFi”—enable interception of banking details, emails, and malware installs; Donovan advises disabling auto-connect, using VPNs for HTTPS sites only, avoiding logins altogether, and crafting strong passwords with mixed characters plus two-factor authentication.

Shoulder surfing on public transport and outdated devices compound threats, as fraudsters glimpse screens or exploit unpatched vulnerabilities—keeping phones updated with post-update privacy reviews limits app access to location or commutes, while skipping work emails in view maintains confidentiality on the go.

Nigeria’s heavy reliance on digital banking and crypto heightens vulnerability, as scammers exploit rushed travellers; Donovan stresses: “Cybercriminals target busy airports and stations knowing guards drop—stay cautious, update devices, lock privacy, and never rush links to protect against these advanced breaches.”


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