Step 1, Connect your SMS, text and WhatsApp channels
Your admin installs AI SMS House from the AppExchange and links your messaging accounts in a few clicks. You connect your SMS and text provider, your WhatsApp Business number, and your trusted sender IDs. You pick which Salesforce objects inbound messages attach to, Leads, Contacts, Cases, Opportunities or any custom object. Your channels are live inside Salesforce within minutes.
Link your SMS and text provider
You connect your existing SMS and text messaging account and verify your business sender IDs for consistent delivery.
Connect your WhatsApp Business number
You link your approved WhatsApp Business Account and display name. You handle template approval and phone verification inside the setup flow.
Choose your Salesforce object mapping
You decide whether inbound SMS, text and WhatsApp messages attach to your Leads, Contacts, Cases, Opportunities or custom objects. Your rules apply per channel.
Configure trusted business phone numbers
You set up one or many phone numbers for your team. You give each number a different function: sales, support, marketing, or Agentforce AI agents.
Step 2, Import your contacts and consent records
You bring your existing contact list into Salesforce with opt-in status preserved. You add consent fields to your Lead and Contact objects so every SMS, text and WhatsApp send respects the recipient’s preference. Automatic opt-out handling kicks in from message one.
Import contacts with opt-in status
You load your Salesforce Contact and Lead records with consent flags intact. You keep your existing list, no migration rework needed.
Set up consent fields
You add SMS, text and WhatsApp consent fields to your Lead and Contact objects. You track preferences per channel.
Automatic opt-out handling
Your inbound STOP, UNSUBSCRIBE or WhatsApp opt-out flags update the Salesforce record instantly. You don’t need a rep to intervene.
Step 3, Compose, schedule or bulk send
Your Salesforce user sends SMS, text or WhatsApp messages from any record with a single click. The composer supports merge fields, approved templates, multimedia attachments and channel switching. You preview the message, schedule it, or fire it now. For bulk sends, you pick a List View, Report or Campaign and send to the whole audience in one operation.
Unified composer for all three channels
You write once, send SMS, text or WhatsApp. You pick channel per message. Your interface stays the same, your Salesforce record context stays the same.
Merge fields from Salesforce
You personalise every message with live data from the Lead, Contact, Opportunity or custom object it’s attached to.
Schedule or send now
You fire messages instantly or schedule for a future date and time. You can run recurring schedules for regular outreach.
Bulk send from List Views, Reports or Campaigns
You select any Salesforce list and bulk-send SMS, text or WhatsApp. You track delivery status per recipient.
Preview before send
You see exactly how each message renders on each channel before anything leaves your Salesforce org.
Step 4, Let Agentforce AI agents handle the routine
You configure your Agentforce AI agents to respond automatically to inbound SMS, text and WhatsApp messages. You assign each AI agent to specific phone numbers. You define the handoff rules that tell the AI when to escalate to a human. The AI handles the “what’s the status?” and “can I reschedule?” messages. Your team picks up the ones that need judgement.
Configure your Agentforce AI agent
You set up agent behaviour, response patterns and the Salesforce data each agent can access. You run multiple agents, each with a different role.
Assign phone numbers to AI agents
You route inbound messages by number. Your sales number goes to your sales AI, support number to your support AI, marketing to humans only.
Set handoff rules
You define when your Agentforce AI agents escalate to humans: sensitive content, complex questions, or specific keywords.
Monitor the unified inbox
You watch AI and human conversations flow through the same inbox. You see every message, every takeover stays clean.
Step 5, Measure, refine, scale
You track delivery status, reply rate, and conversation-to-opportunity ratio across SMS, text and WhatsApp. Every message logs to Salesforce, so your reports and dashboards see the same data your pipeline sees. You A/B test message variations, refine your Agentforce AI agent responses, and scale what works.
Track delivery across channels
You track real-time delivery, read and reply status for every SMS, text and WhatsApp message, on every Salesforce record.
Salesforce reports and dashboards
Your messaging activity reports roll into standard Salesforce reports and dashboards. Your sales leadership sees the full picture.
A/B test your messages
You test message variations across SMS, text and WhatsApp. You track which version converts better on which channel.
Refine Agentforce AI agent responses
You review AI-handled conversations. You tighten response patterns. You hand more work to AI as confidence builds.
Audit trail for every decision
Your every message, every AI reply, every bulk send is logged, searchable, and ready for compliance review.
