Your team manages every SMS, text, and WhatsApp messaging conversation from a single unified inbox inside Salesforce. Every WhatsApp chat and SMS message attaches to the right Lead, Contact, Account, Case, or custom object. With WhatsApp Messenger functionality built into Salesforce, your users can use it as a WhatsApp texting app to filter conversations by channel, object, AI agent, date range, or conversation source, without ever leaving the Salesforce tab
You land every SMS, text and WhatsApp conversation in one central inbox. You filter, pin and prioritise from one screen.
You access the full message inbox from any Salesforce app via the utility bar. You keep context without switching tabs.
Your SMS, text and WhatsApp messages display on the related Lead, Contact, Account or Case for every user with access.
You see every message in chat-style threads, with timestamps, delivery status and sender identity on every entry.
Your every message is stamped with its sender, your user, Agentforce AI agent, bulk campaign or automated process.
You track Created, Sent, Delivered and Read statuses across SMS, text and WhatsApp in real time.
Your messages group into active or expired sessions, so ongoing and completed conversations stay cleanly separated.
You get Salesforce notifications and email alerts on incoming messages, so nothing important slips past your team.
You send SMS, text or WhatsApp in one click from any record. You can auto-create a Salesforce Task for follow-up tracking.
Your Agentforce AI agents respond automatically to inbound SMS, text and WhatsApp messages, based on record activity and conversation content. Multiple AI agent instances run in parallel, each assigned to its own phone number, its own workflow, and its own handoff rules.
Your Agentforce AI agent handles incoming SMS, text and WhatsApp messages 24/7, with or without human involvement.
You set up different Agentforce AI agents for sales, support and marketing, each with its own behaviour and scope.
You assign specific business phone numbers to specific Agentforce AI agents. You give one number to sales AI, another to support, another to humans only.
You step into any AI conversation without losing context. You see every previous message, visible and searchable.
You control how long AI agents stay active in a session. You prevent unnecessary re-engagement and maintain clean conversation boundaries.
Your Agentforce AI agent identifies existing records and creates new ones automatically, based on the rules you configure.
You see every conversation every Agentforce AI agent has handled in the unified inbox, with full audit visibility.
You use the messenger purely as a human SMS, text and WhatsApp tool, with Agentforce AI agents layered on where useful.
Your marketing team sends bulk SMS, text and WhatsApp messages from Salesforce List Views, Reports and Campaigns. Your operations team triggers messages on record changes with Salesforce Flow or Apex Triggers. Your whole org schedules messages in advance, including recurring sequences, without leaving the platform.
You send bulk SMS, text and WhatsApp campaigns from any Salesforce List View, Report or Campaign object.
You schedule individual or recurring SMS, text and WhatsApp messages in advance. You align outreach with business hours and time zones.
You trigger SMS, text and WhatsApp messages from any Flow. You fire on record update, field change, stage progression or any condition Flow supports.
You use Apex Triggers for code-level control over when SMS, text and WhatsApp messages fire. You handle edge cases Flow can’t reach.
Your pre-approved templates with Salesforce merge fields keep every message consistent, compliant and personalised.
You attach images, files, PDFs, floor plans, videos and property documents to SMS, text and WhatsApp conversations.
You switch any conversation between SMS, text and WhatsApp mid-thread. Your history stays unified on the Salesforce record.
You pick from category-organised emoji with quick search, for conversational, human replies that don’t read robotic.
You can auto-create Salesforce Tasks when messages send. You track every follow-up, you hold every rep accountable.
Your messaging respects recipient consent, organisational policy and regulatory boundaries across every jurisdiction you operate in. Opt-out rules apply automatically across SMS, text and WhatsApp. Full audit trails log every user action, every AI agent reply, and every bulk send. API key-based access controls keep unauthorised systems out.
You configure opt-out rules once during setup. Your rules apply consistently across every SMS, text and WhatsApp message, every user, every automation.
Your every SMS, text and WhatsApp message logs sender, timestamp, delivery status and source: user, AI agent, bulk or automation.
Your messaging endpoints are protected by API key access controls. You approve which systems can send; unauthorised requests are blocked.
You capture detailed error logs for delivery failures, integration issues and template rejections, so your admins can fix problems fast.
You use Salesforce Permission Sets to decide who can send, who can receive, and who gets notified. Your existing security model applies.
You get template approval workflow, opt-in consent capture and message-window rules all built in for WhatsApp Business API.
Your message history is visible only to users with access to the underlying Salesforce record. Your sharing rules are enforced throughout.
You configure patterns for healthcare messaging: opt-in tracking, secure links and audit logging that meet your clinical requirements.
Your admin sets up trusted business phone numbers, org-wide email notifications, record-matching rules and user permissions from a single configuration panel. Message attachments integrate with Salesforce Files and Notes & Attachments, so conversations stay linked to every document and every decision.
You configure trusted SMS, text and WhatsApp phone numbers that scale with your business. You assign numbers to users, teams or Agentforce AI agents.
You set org-wide email settings for incoming SMS, text and WhatsApp alerts. You route notifications to the right inbox, every time.
You decide how incoming messages attach to Salesforce records: link to existing, create new, or park for later review.
You control which users can send, receive and be notified. You group users into teams that mirror your business structure.
You configure how sessions group messages over time. You keep ongoing conversations clean and completed ones archived.
Your multimedia attachments from SMS, text and WhatsApp store as Salesforce Files with inline preview on every record.
Your attachments also save to Salesforce Notes & Attachments, keeping full context alongside every historical record.
You decide which file types are allowed per channel. You block or permit images, PDFs, audio, video based on your policy.
