Salesforce SMS, Text & WhatsApp Features Use Independently or with Agentforce AI Agents

Our SMS message app lets you manage SMS messaging, text messaging, and WhatsApp chat messaging directly from Salesforce with or without Agentforce AI Agents. Automate conversations, schedule bulk campaigns, share multimedia, use message templates, manage opt-outs, send real-time notifications, add emojis, and enable seamless human takeover.

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Manage SMS Messaging, Text Messaging & WhatsApp from One Salesforce Inbox

Manage every SMS message, SMS messaging, text messaging, and WhatsApp messaging conversation from one unified inbox inside Salesforce with our powerful SMS application. Every message is automatically linked to the correct Lead, Contact, Account, Case, or custom object, giving your team complete conversation history in one place. Use this all-in-one texting application with built-in WhatsApp Messenger functionality to filter chats by channel, Salesforce object, Agentforce AI Agent, date range, or conversation source—without ever leaving Salesforce.

Unified Message Inbox

You land every SMS, text and WhatsApp conversation in one central inbox. You filter, pin and prioritise from one screen.

Inbox on the Salesforce Utility Bar

You access the full message inbox from any Salesforce app via the utility bar. You keep context without switching tabs.

Messages on every Salesforce record

Your SMS, text and WhatsApp messages display on the related Lead, Contact, Account or Case for every user with access.

Conversation view and history

You see every message in chat-style threads, with timestamps, delivery status and sender identity on every entry.

Who sent each message

Your every message is stamped with its sender, your user, Agentforce AI agent, bulk campaign or automated process.

Real-time delivery status

You track Created, Sent, Delivered and Read statuses across SMS, text and WhatsApp in real time.

Conversation sessions

Your messages group into active or expired sessions, so ongoing and completed conversations stay cleanly separated.

Incoming message notifications

You get Salesforce notifications and email alerts on incoming messages, so nothing important slips past your team.

Agentforce AI Intelligent Agent for Every Communication Channel

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.

Automatic inbound responses

Your Agentforce AI agent handles incoming SMS, text and WhatsApp messages 24/7, with or without human involvement.

Multiple AI agent instances

You set up different Agentforce AI agents for sales, support and marketing, each with its own behaviour and scope.

Phone number assignment

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.

Instant human takeover

You step into any AI conversation without losing context. You see every previous message, visible and searchable.

Session management

You control how long AI agents stay active in a session. You prevent unnecessary re-engagement and maintain clean conversation boundaries.

Salesforce record handling

Your Agentforce AI agent identifies existing records and creates new ones automatically, based on the rules you configure.

AI agents visible in the inbox

You see every conversation every Agentforce AI agent has handled in the unified inbox, with full audit visibility.

Works with or without AI

You use the messenger purely as a human SMS, text and WhatsApp tool, with Agentforce AI agents layered on where useful.

Smart Bulk Messaging & Messaging on WhatsApp with Automation

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 whatsapp messenge, whatsapp texting application in advance, including recurring sequences, without leaving the platform.

Bulk SMS, text and WhatsApp

You send bulk SMS, text and WhatsApp campaigns from any Salesforce List View, Report or Campaign object.

Message scheduling

You schedule individual or recurring SMS, text and WhatsApp messages in advance. You align outreach with business hours and time zones.

Salesforce Flow automation

You trigger SMS, text and WhatsApp messages from any Flow. You fire on record update, field change, stage progression or any condition Flow supports.

Apex Trigger automation

You use Apex Triggers for code-level control over when SMS, text and WhatsApp messages fire. You handle edge cases Flow can’t reach.

Reusable message templates

Your pre-approved templates with Salesforce merge fields keep every message consistent, compliant and personalised

Multimedia attachments

You attach images, files, PDFs, floor plans, videos and property documents to SMS, text and WhatsApp conversations.

Channel switching

You switch any conversation between SMS, text and WhatsApp mid-thread. Your history stays unified on the Salesforce record.

Emoji support

You pick from category-organised emoji with quick search, for conversational, human replies that don’t read robotic.

Salesforce Task automation

You can auto-create Salesforce Tasks when messages send. You track every follow-up, you hold every rep accountable.

Compliance, security and audit

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.

Opt-out management

You configure opt-out rules once during setup. Your rules apply consistently across every SMS, text and WhatsApp message, every user, every automation.

Messaging audit trail

Your every SMS, text and WhatsApp message logs sender, timestamp, delivery status and source: user, AI agent, bulk or automation.

API key security

Your messaging endpoints are protected by API key access controls. You approve which systems can send; unauthorised requests are blocked.

Error logs

You capture detailed error logs for delivery failures, integration issues and template rejections, so your admins can fix problems fast.

User access control

You use Salesforce Permission Sets to decide who can send, who can receive, and who gets notified. Your existing security model applies.

WhatsApp Business API compliance

You get template approval workflow, opt-in consent capture and message-window rules all built in for WhatsApp Business API.

Salesforce record access respected

Your message history is visible only to users with access to the underlying Salesforce record. Your sharing rules are enforced throughout.

HIPAA-aware workflows

You configure patterns for healthcare messaging: opt-in tracking, secure links and audit logging that meet your clinical requirements.

Configuration, files and multi-number setup

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.

Multi-number phone setup

You configure trusted SMS, text and WhatsApp phone numbers that scale with your business. You assign numbers to users, teams or Agentforce AI agents.

Email notification config

You set org-wide email settings for incoming SMS, text and WhatsApp alerts. You route notifications to the right inbox, every time.

Record management rules

You decide how incoming messages attach to Salesforce records: link to existing, create new, or park for later review.

User and team configuration

You control which users can send, receive and be notified. You group users into teams that mirror your business structure.

Session and conversation config

You configure how sessions group messages over time. You keep ongoing conversations clean and completed ones archived.

Salesforce Files & File Preview

Your multimedia attachments from SMS, text and WhatsApp store as Salesforce Files with inline preview on every record.

Notes & Attachments integration

Your attachments also save to Salesforce Notes & Attachments, keeping full context alongside every historical record.

Multimedia controls

You decide which file types are allowed per channel. You block or permit images, PDFs, audio, video based on your policy.

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