Hello Everyone,
We are planning to migrate several WhatsApp conversational flows currently hosted in the BIRD platform and integrated with Salesforce to Salesforce Digital Engagement.
Could you please share any available documentation, best practices, implementation guides, or reference architectures related to this use case?
Additionally, we would like to understand whether it is possible to design and manage WhatsApp conversational flows using Agentforce, and if there are any specific considerations, limitations, or recommended approaches for this scenario.
Thank you in advance for your support and guidance.
Hi Andres,
Salesforce's own path for this: Enhanced WhatsApp (Digital Engagement's Messaging channel) requires a verified WhatsApp Business Account (WABA) linked via a Meta Business Account, since Meta owns the WABA relationship, migrating from a BSP like BIRD means re-verifying/re-linking the phone number directly to Salesforce's native channel, not a simple config export/import. Meta's template review during this process typically takes about 4 days, so plan for that lead time.
Setup path: Setup > Messaging Settings > turn on Messaging > New Channel > WhatsApp > Connect to WhatsApp > log in with Meta Business credentials > select/create the WABA > verify the phone number.
On Agentforce specifically: yes, Agentforce Service Agents can run autonomously on WhatsApp conversations once Enhanced Messaging is active, they handle first-line inquiries (order status, appointment booking, etc.) and escalate to human agents via Omni-Channel when needed. Agentforce requires Enhanced Messaging specifically, the older/basic Messaging channel type won't support AI agents.
For conversational flow logic itself (routing, data collection before handoff), that's built with standard Flow, tied to the Messaging Session/Omni-Channel objects, not something migrated from BIRD's flow builder, you'll be rebuilding conversation logic natively in Flow Builder rather than porting BIRD's flow definitions directly.
Given migration specifics (BSP number porting, WABA re-linking, data continuity for MessagingEndUser/Conversation records) aren't something I have a definitive Salesforce migration guide for, I'd recommend a technical walkthrough with your Salesforce account team on Omni-Channel Flow configuration and WABA re-verification timing before starting.
