✔ Sinch MessageMedia
× DirectSMS
× MessageNet
× MobiPost
× SMSBroadcast
× SMSCentral
× Streetdata
× WholesaleSMS
The Sinch SMS for Agentforce app connects the powerful AI and automation capabilities of Agentforce with Sinch's global messaging network. This allows you to create intelligent, automated workflows that can send SMS, MMS, RCS and WhatsApp messages to your customers at the right moment, without manual intervention.
Sinch SMS for Agentforce
The Sinch SMS app empowers your Agentforce agents to perform one primary, powerful action: Send Message.
- Send SMS, MMS or RCS: Send standard text messages or include images to create richer, more engaging customer interactions.
- Send WhatsApp Messages: Connect with over two billion users on the world's most popular messaging app for a more conversational experience.
- Dynamic Personalization: Use variables from your Agentforce workflows (like customer name, order number, or case ID) to personalize every message you send.
- Automated Triggers: Integrate the "Send Message" action into any Agentforce workflow. Trigger messages based on specific events, customer actions, or elapsed time.
This action can be customized to fit a wide range of use cases.
- Marketing: Send a follow-up SMS with a discount code to a customer who abandoned their cart.
- Sales: Automatically text a new lead with a link to book a meeting.
- Customer Service: Send an SMS to a customer to confirm their support ticket has been received and provide them with a case number.
- Operations: Notify a customer via WhatsApp that their delivery is on its way.
Set up Agentforce
To use the Sinch SMS app, add a new action to your Agentforce workflow. Pre-requisites:
- Install the App: Ensure the Sinch SMS for Agentforce app is installed from the AgentExchange.
- Connect your Sinch account: Follow the setup instructions to link your Sinch account to Agentforce. You’ll need your Sinch API credentials.
Send an Order Confirmation SMS using Agentforce
If you want to automatically send an SMS to a customer as soon as their order is confirmed:
- In Agentforce, start a new workflow.
- Set the trigger for the workflow e.g. 'Order Status is Updated' to ‘Confirmed'.
- In your workflow, add a new action step.
- Search for and select the ’Sinch SMS: Send Message’ action.
- Configure the message. You’ll see several fields to configure:
- To: The recipient's phone number. Use a variable from your workflow to pull the customer's number dynamically.
- From: Your Sinch-provisioned phone number or Sender ID.
- Channel: Select the channel you want to use.
- Message Body: The content of your message. Use variables to personalize it.
- Once you’ve configured the message, save and activate your workflow.
- Once activated, every time an order is marked as ‘Confirmed’, Agentforce will automatically trigger the Sinch app to send a personalized SMS to the customer.