Use Your Own Agentforce AI Agents to Send WhatsApp Message from Salesforce
Your customer may receive a WhatsApp update and immediately have a question about what to do next. Your borrower might need help understanding a document request, or your student might want to clarify the next stage after receiving an offer.
With AI SMS House from Application House, you can connect your own Agentforce AI Agents to your WhatsApp messaging numbers. You can give customers access to an agent configured around your business guidance, helping you continue the conversation after the initial message.
You can connect agents you already use or create new ones for your WhatsApp processes. You can also select multiple Agentforce AI Agents for different numbers and services, without being limited to the agent supplied with the package.
How Can Your Own Agentforce AI Agents Support Salesforce WhatsApp Messaging?
You can use Agentforce AI Agents for WhatsApp messaging to send WhatsApp messages from Salesforce and use your selected Agentforce AI Agent to respond automatically when customers contact your configured number. Your agent can address enquiries within the knowledge, instructions and actions you have made available to it.
You gain the ability to shape the conversation around your organisation’s approach. Your application stages, service names and customer guidance can inform the answers your agent provides.
Use Your Business Guidance in Customer Conversations
You may already have clear explanations for questions your team answers regularly. You can make that approved information available to your Agentforce AI Agent so customers can ask for clarification through WhatsApp.
For example, your institution may use specific names for its admissions stages. You can configure your agent to explain those stages using your own terminology, helping applicants understand the guidance they have received from you.
You can build on the knowledge in an existing agent where it suits the process. Where your WhatsApp service has a different purpose, you can prepare a dedicated agent with the information relevant to that audience.
Choose What Your Agent Can Explain or Do
You can distinguish between answering a question and carrying out a business action. Your agent might explain how someone can request a change, while completing that change would require the appropriate action and access to be configured.
For example, you could let your agent explain your appointment change process using approved guidance. If you want the agent to change an appointment itself, you would need to provide that capability through your Agentforce setup.
You decide how far each conversation should progress automatically and where your team should become involved.
How Can You Use Your Own WhatsApp Agents Across Different Industries?
You can focus your WhatsApp agents on the questions that arise after customers hear from your organisation. For each example below, you would configure your agent with the relevant information and any actions needed for that process.
Mortgage Questions After a Document Request
Your borrower may understand that you need more information but be unsure how to provide it. You can configure your Mortgage Support Agent to explain your document submission process and how borrowers can contact your team if they need help.
You might include guidance about where your submission instructions can be found or which contact handles questions about a request. Your agent can help borrowers understand the next practical step without presenting a response as a lending decision.
You can bring an adviser into the conversation when a borrower needs an explanation specific to their application or circumstances.
Real Estate Questions Before a Property Valuation
Your seller may respond to a valuation appointment message with questions about what to expect. You can use your Property Valuation Enquiry Agent to explain your agency’s appointment process, typical preparation guidance and how the seller can reach your team.
You can base those answers on the way your own agency conducts valuations. Your agent might explain what information your team asks sellers to have available, where that guidance is part of its configured knowledge.
Your valuers can then continue conversations that require a discussion about the individual property, pricing expectations or the owner’s plans.
Education Questions After an Offer
Your offer holders may need a different kind of support from applicants who are still choosing a course. You can configure an Offer Holder Agent around your acceptance guidance, enrolment stages and the services available to incoming students.
You could use your agent to explain where students can find accommodation information or which office handles a question about joining your institution. Your international offer holders can also receive guidance about the relevant university contacts where you have supplied that information.
You can give students clearer next steps while leaving individual admission decisions and exceptional circumstances with your staff.
Pharmacy Questions Before a Service Visit
Your pharmacy customer may reply to a service message because they are unsure what happens at the visit. You can prepare your Pharmacy Service Agent with your approved practical guidance, such as where to attend, how to contact the pharmacy and where to find preparation information.
You can tailor the guidance to the services your pharmacy actually offers. Your agent can explain the administrative process within its configured role, while your pharmacy professionals address suitability, medicines and other matters requiring their judgement.
You can keep the customer’s questions in your Salesforce conversation so your authorised team can review them when continuing the discussion.
Hospital Questions About Reaching the Right Department
Your patient may know the date of a hospital visit but still need practical information about arriving at the correct location. You can configure your Hospital Visit Agent with approved department directions, reception guidance and information about where visitors can find travel or parking details.
You can make your guidance specific to the hospital site or service connected to that WhatsApp number. Your agent can help people find the information you have provided without implying that it can see or change an individual appointment.
Your administrative staff can continue the conversation when a question needs access to information outside the agent’s configured scope.
How Do Your Staff Continue an Agentforce WhatsApp Conversation?
You can let your Agentforce AI Agent handle questions within its role while retaining human takeover for conversations that need your staff. Your Salesforce users can review the exchange and respond with the benefit of the existing message history.
Understand the Question Before Replying
Your staff can see what the customer asked and what your agent said before they take the next step. You can use that context to avoid requesting information the customer has already provided in the conversation.
You can keep the discussion connected to the relevant Salesforce record through your configured record management. Your authorised users can then consider the conversation alongside the customer information they work with.
Improve the Guidance Behind Your Agent
You can review the questions that repeatedly require staff attention and decide whether your agent needs clearer information. Your organisation may identify a missing process explanation, an outdated instruction or a topic that should continue to be handled personally.
You can update the relevant Agentforce AI Agent according to those findings. Your customer conversations can help you decide where additional automation would be useful and where a human response adds more value.
Connect Your Own Agentforce AI Agents to WhatsApp in Salesforce
You can choose a focused starting point, such as questions following your mortgage document requests, valuation appointments or student offers. You can then select an existing Agentforce AI Agent or prepare a new one for that conversation.
You keep the power in your hands by choosing the business guidance, agent capabilities and messaging numbers that support your customers.
You can ask Application House to demonstrate how your own Agentforce AI Agents can connect with AI SMS House and support your WhatsApp conversations in Salesforce.