When it comes to the question of Bray Wyatt being a face or heel in the WWE, it's being said many people close to the wrestling business view him as a babyface considering he mentions the name of the city he's in before he makes his entrance. This, along with other things he does to interact with the crowd, have given people "in the know" the impression that Wyatt is already on his way to becoming a full on babyface which is something people think will happen by the end of this year anyways.
As far as WWE's Bray Wyatt mentality goes, the company's bottomline is to get him over, and there was never any intention of getting the fans to sing along with him during "Whole World in His Hands," nor was it ever intended to be a babyface spot.
However, it's become one of Wyatt's "trademarks," and WWE doesn't want to take it away from him just to satisfy a heel character.