Hi everyone, I'm trying to understand the backend response flow between Agentforce and the Enhanced WhatsApp Channel via WABA and routing to agent in message setting. I couldn't find a detailed explanation of this part in the Salesforce documentation. From my understanding, when a customer sends a WhatsApp message, Salesforce creates and updates messaging-related records such as Messaging Session, Messaging End User, Conversation Entry, and related record. The work is then routed through Omni-Channel to the Agentforce Service Agent, which reads the customer's request and generates a response using the Atlas reasoning engine using that payload. Please let me know if my understanding of the inbound flow is correct. What I'm struggling to understand is the outbound flow after Agentforce has generated the response. Specifically, I would like to understand: Which Salesforce service or pipeline sends the Agentforce response back to WhatsApp? How does Salesforce know which WhatsApp user should receive the response? How is the existing Messaging Session maintained so the reply is sent to the correct conversation? After Atlas generates the response, where is it stored? Is a new Conversation Entry record created, or is another object involved? What payload is sent to the Enhanced WhatsApp Channel, and which component is responsible for delivering it to the same customer? In the Conversation Entry DMO, how can we identify whether a record represents the customer's inbound message, an Agentforce-generated response, or any other outbound message? Are there specific fields or relationships that distinguish these different message types? I'm mainly trying to understand the complete backend response pipeline-from the point where Agentforce finishes reasoning to the point where the customer receives the reply in the same WhatsApp conversation. If anyone can explain the internal flow or point me to relevant Salesforce documentation, architecture diagrams, or implementation details, I would really appreciate it. Thanks in advance
Thanks, @Abhishek R
, for the response and confirmation.
Are the payload attributes stored in the Conversation Entry object what Salesforce uses to send the response back to the same WhatsApp conversation?
Also, is there any active flow, pipeline, or Salesforce process that I can view or architecture diagram? I understand these objects store the required information, but I want to understand how agentforce output passes it to the Meta WhatsApp API like a complete payload as output.
Thanks for helping
