Agentforce AI Agent for SMS, Text & WhatsApp in Salesforce
Your sales team ended the week with 184 unanswered SMS, text and WhatsApp messages. Most of them were the same three questions. Your Agentforce AI agent handles those three questions in seconds and leaves your reps the conversations that actually close deals.
What an Agentforce AI agent does inside Salesforce
Your Agentforce AI agent is a configured Salesforce assistant that answers inbound messages across SMS, text and WhatsApp. It reads the incoming message, looks up the Lead, Contact or Case record it belongs to, and replies with an answer grounded in your Salesforce data.
Your AI doesn’t replace the rep who closes the deal. Your AI handles the 80% of inbound traffic that never needed a rep in the first place, status questions, document requests, rescheduling, basic qualification.
Automatic response across SMS, text and WhatsApp
Your prospect sends a WhatsApp at 7am Saturday asking if your mortgage product covers buy-to-let. Your rep is asleep. Your Agentforce AI agent answers in four seconds with a yes, a rate range, and a link to book an adviser call. By Monday morning the call is on your rep’s calendar.
Your same logic applies to inbound SMS and text messages. Same AI agent, same Salesforce data source, same tone, same outcome. Your customers pick the channel they prefer, your AI agent handles whichever one they chose.
Instant human takeover without losing context
Your Agentforce AI agent is holding a WhatsApp conversation about a refinance. The borrower mentions she’s going through a divorce. The AI flags the conversation for handoff. Your senior adviser picks up the thread, sees every message the AI has sent, sees every reply the borrower has given, and steps in with the context already built.
Your handoff has no forwarded email chains. No “can you catch me up?” conversations with the AI. The handoff is a single click, and every message stays on the Salesforce Contact record exactly as it happened.
Phone number assignment and session management
Your org runs three Agentforce AI agents. One handles inbound sales on +1 (732) 522 7232. One handles support on a different number. One handles marketing campaign replies on a third number, but only during business hours. You configure this once in the admin panel and the app routes every SMS, text and WhatsApp message to the correct AI agent automatically.
Your sessions group messages into active or expired states, so a conversation that’s been quiet for a week doesn’t re-engage when the prospect finally replies on a different topic. You control the session length. Your AI agents respect it.
Every conversation tied to the Salesforce record
Your every message your Agentforce AI agent sends or receives attaches to the Lead, Contact, Case or Opportunity record it belongs to. Your reps see the AI-handled conversations on the record they’re working. Your reports show AI volume next to human volume. Your audit trail shows who sent what, user, AI agent, automation, or bulk campaign.
Your AI agent is part of the Salesforce workflow, not parallel to it. That’s the whole point, your SMS, text and WhatsApp conversations live where your business already lives.