January 14, 2026
Vonage Adds Two-Way Messaging to Salesforce Agentforce Marketing
Vonage has announced the launch of Vonage Conversations for Agentforce Marketing, a new solution that brings two-way messaging directly into the Salesforce platform.
Powered by Vonage Communications APIs, the offering enables businesses to manage customer conversations across SMS, WhatsApp, and Rich Communication Services (RCS) directly within Agentforce Marketing.
The launch embeds popular messaging channels natively into Salesforce, allowing marketing teams to engage customers through the channels they already use most. Rather than relying on separate tools or integrations, users can send, receive, and manage messages from a single interface, using the customer data already stored in Salesforce to personalise communication.
Simplified Workflows for Agents
Live agents can handle or automate messages, depending on the situation. Agentic AI plays a central role by supporting always-on interactions, enabling campaigns and responses to adjust in real time based on customer behaviour and context. Routine requests can be handled automatically, while more complex interactions can be passed to human agents without breaking the conversation flow.
Vonage says the integration is designed to simplify workflows for marketing teams. Instead of switching between systems, users can manage messaging, automation, and customer responses directly within Salesforce. The solution uses a single message composer across channels, helping teams maintain consistent tone, timing, and compliance requirements while improving operational efficiency.
According to Pamela Clark-Dickson, Principal Analyst for Business Messaging at the Mobile Ecosystem Forum, programmable communications deliver the most value when they are embedded into the platforms businesses already rely on. APIs in AI-powered messaging enable faster execution and deeper personalisation while keeping existing workflows intact.
The announcement also reflects growing momentum behind richer messaging channels that is gaining traction globally.
Non-SMS Channels Pick up Steam
Beyond RCS, WhatsApp is one of the main channels businesses use for messaging. Similarly, more than 50% of consumers use WhatsApp to communicate with businesses or service providers. In EMEA, WhatsApp adoption for business messaging has overtaken SMS, with 59% usage compared to 46% for SMS. These trends highlight why brands are investing more heavily in non-SMS channels to reach customers where they are most active.
The release builds on Vonage’s existing Contact Center integrations, connecting marketing conversations with sales and service activity inside Salesforce. This allows teams to manage customer interactions across functions using shared data and messaging tools.
