The Sinch SMS for Salesforce and Agentforce Integration enables you to design automated, context-aware communication workflows using low-code/no-code tools.
Workflow Builder
- Navigate into Agentforce Builder.
Click New and then Create New Action.
Connect an existing action by selecting the Reference Action Type, Reference Action Category, Reference Action (e.g. Send SMS Message), Agent Action Label and Agent Action API Name.
- Click Next.
- Fill in and select the checkboxes for the relevant fields (e.g. Collect data from user, Show in conversation) under the Inputs and Output fields.
Click Finish. The workflow will now be saved under Agent Action Label.
Create and Send SMS Action
Once the workflow has been set up, you can use Agentforce AI assistant to use the workflow.
- In the Conversation Preview box, describe your task or question (e.g. type your prompt) for Agentforce AI assistant and press Enter.
Agentforce AI assistant will provide the information and also send some recommendations for further analysis.
WhatsApp Messaging
Agents can select a Send WhatsApp message action within Agentforce Flows to trigger and manage WhatsApp conversations in real time via Agentforce.
RCS (Rich Communication Services) Replies
RCS replies are supported in 1:1 messaging, workflows, and Agentforce actions.
SMS fallback remains in place if the recipient's device doesn't support RCS.