Use Multiple Agentforce AI Agents to Send Text from Salesforce
Your customers contact different parts of your organisation for different reasons. Your mortgage team may handle both new purchases and remortgages, while your education team may support prospective applicants and students who have already enrolled.
With AI SMS House from Application House, you can use multiple Agentforce AI Agents to send text from Salesforce, with different agents assigned through your messaging number configuration. You can give each service a defined role in your messaging operation and choose the agent best suited to its conversations.
Your benefit goes beyond handling more messages. You can organise your automated responses around the way your business actually serves people.
Why Use Multiple Agentforce AI Agents for Salesforce Text Messaging?
You may need different information, questions and next steps for each service you offer. By configuring separate Agentforce AI Agents, you can give each service its own approach to customer enquiries.
For example, your prospective student may need application guidance, while your enrolled student needs to know which university office can help with an administrative request. You can prepare separate agents for those needs and connect them to the appropriate messaging numbers.
Give Each Agent a Clear Responsibility
You can define a specific purpose for each Agentforce AI Agent, including the information it can use and the actions you have configured it to perform. Your team can then assess its responses against that purpose.
You can also decide which matters belong with your staff. Your agent configuration can reflect the point at which a conversation requires personal attention.
Match Your Messaging Numbers to Your Services
You can use separate messaging numbers for services that need distinct conversations. Your customer can contact the number you provide for that service, and your configured Agentforce AI Agent can respond to incoming messages.
You can make the purpose of each number clear wherever you publish it, such as your service pages or customer communications. Your customers then have a clearer starting point for reaching the service they need.
How Can Different Agentforce AI Agents Support Your Business Processes?
You can plan your agents around meaningful differences in your customer journeys. For the examples below, you would build the relevant instructions, knowledge and supported actions into each Agentforce AI Agent.
Mortgage Purchase and Remortgage Conversations
You can separate enquiries from people buying a property from conversations with existing homeowners considering a remortgage. Your customers may be contacting the same business, but you may need a different opening conversation for each group.
With your Purchase Enquiry Agent, you could explain how your team helps customers begin a mortgage enquiry for a property purchase. With your Remortgage Enquiry Agent, you could explain your review process and how an existing homeowner can arrange to speak with your advisers.
You can give each agent the process information relevant to its role. Your advisers can continue discussions that require an assessment of the customer’s individual circumstances.
Real Estate Landlord Services and Tenant Maintenance Enquiries
You can create separate messaging experiences for landlords interested in your management service and tenants seeking information about reporting a maintenance issue.
Your Landlord Services Agent could explain your management options and how a property owner can request a discussion. Your Tenant Enquiry Agent could explain your approved reporting process and where tenants can find the relevant contact information.
You can connect these agents to different business numbers so each conversation begins with the service you intend to provide. Your property team can handle enquiries requiring investigation or decisions about a particular property.
Education Admissions and Enrolled Student Support
You can organise your education messaging around the transition from applicant to enrolled student. Your admissions conversations can focus on joining your institution, while your student support conversations can focus on finding help once someone has joined.
Your Admissions Agent could explain your application stages and where applicants can find course guidance. Your Student Services Agent could help enrolled students find information about administrative services, campus facilities or the appropriate office for their enquiry.
You can configure each agent using the information intended for its audience. Your students can then contact a service whose messaging purpose matches their stage in the education journey.
Pharmacy Collection Enquiries and Service Appointments
You can give your pharmacy different agents for practical collection enquiries and questions about the services you offer.
Your Collection Enquiry Agent could explain your collection arrangements, opening times and how customers can contact your team about an order. Your Pharmacy Services Agent could explain the appointment enquiry process for services such as vaccinations, using the service information you have provided.
You can keep each agent’s responsibilities clear without assuming it has access to prescription status or appointment availability. Where you want those additional capabilities, you would configure the necessary information and actions in your Agentforce AI Agent.
Hospital Referral Administration and Outpatient Visit Information
You can separate questions about your referral administration process from practical enquiries about attending an outpatient visit.
Your Referral Enquiry Agent could explain which office handles referral enquiries and how people can contact it. Your Outpatient Information Agent could provide your approved guidance about arrival arrangements, visitor facilities and where to direct appointment queries.
You can keep both roles focused on the administrative information you have made available. Your hospital staff remain available to continue conversations needing individual attention, while your clinical teams handle matters requiring professional judgement.
How Do You Manage Multiple Agentforce AI Agents in Salesforce?
You can introduce multiple agents in stages, beginning with the services where different customer needs are easiest to define. Your organisation can expand the setup as you establish what each agent should handle.
Decide When a Service Needs a Separate Agent
You can consider a separate agent when a service has its own guidance, responsibilities or customer journey. You may be able to use one agent for closely related enquiries if its configured role covers them adequately.
Your goal is to give each agent a useful responsibility. You decide how much separation your organisation needs.
Test Each Number Against Its Intended Enquiries
You can prepare a small set of realistic questions for each service and send them to its configured number. Your checks can cover the expected response, the information your agent uses and questions that fall outside its role.
You can also test an enquiry sent to the wrong service number and review how your configured agent responds. Your testing helps you identify where its instructions need clearer guidance before customers begin using the service.
Keep Your Team Involved Across Agent Conversations
You can review conversations from your
Agentforce AI Agents within your Salesforce messaging environment. Your users can see the message history and take over a conversation when they need to provide a personal response.
You can use those conversations to identify gaps in your agent’s guidance or recurring questions that deserve attention. Your team can refine the relevant agent without changing the purpose of every other agent in your setup.
Explore Multiple Agentforce AI Agents for Your Salesforce Text Messaging
You can use your existing Agentforce AI Agents, create additional agents for new services, or combine both approaches. Your organisation chooses the agents and messaging numbers that fit its business processes.
You keep the power in your hands by deciding how your services are represented in your customer conversations.
You can book a demonstration with Application House to discuss two of your business processes and see how separate Agentforce AI Agents could support your text messaging setup.