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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
#Agentforce #AgentforceMarketing
2 answers
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
Hi everyone,
I’m currently exploring
Marketing Cloud Next (Core) and I’m trying to better understand how Data Graphs and Dynamic Content work together for personalization.Specifically, I’m looking for guidance on:
- How to set up and structure a Data Graph in MC Next (Core)
- How merge fields are resolved from graph relationships (vs traditional data extensions)
- How Dynamic Content is configured when data comes from multiple related objects
- Whether there are any best practices or limitations when using graph-based personalization at send/runtime
I’ve seen references to the concept of a Data Graph replacing more traditional data extension modelling, but I haven’t found a clear end-to-end walkthrough yet.
If anyone has:
- A video demo or Trailhead module
- Documentation on Data Graph creation
- Or examples of dynamic content rules using graph data
That would be really helpful.
3 answers
François Perret (Bamsoo) 
Forum Ambassador
Hi Jen!
I suggest you have a look at this article especially the «Dynamic Content»: Reusing Decision Logic for Consistent Personalization section.
The focus is on on personalisation using data graph, not directly on how to create a data graph, though.
Hope this helps 😎
#SharingIsLearning #AgentforceMarketing #MarketingCloudNext
François.
PS : In order other Trailblazers to be pointed directly the most helpful answer, please do not forget to click “Accept this answer” below the relevant answer.
My scenario is: when a contact clicks a link in an email sent through a campaign, I want to update a specific field for that particular contact in Salesforce Data Cloud.
I’m using the Marketing Cloud Next (demo org) and would like to know the exact process or recommended approach to achieve this.
How can I update only the engaged contact’s record based on the email click link event ?
I tried implementing it through Flow, however, I am not able to uniquely identify the contact record (who clicked on the email link) via Segment Triggered flow, and hence not able to update it.
Please let me know how this can be implemented.
2 answers
Hello @Akshay Bhokare, I recently faced the same issue so I thought I can add my observation and conclusion. The Automation Event Triggered Flow's event library includes the Email Link Click but it requires that a specific email is selected. Since I wanted this with any email, I suppose it needs to be within the Segment Triggered flow after a Wait Until. @François Perret gave us this approach: Marketing Cloud Next: Trigger a reaction on click or open event - The Agentic Marketer . I have yet to implement this, but I plan to create subflows for all the data manipulations on sales cloud records based on email engagement signals and call them from all my segment triggered flows. (The alternative I have been considering is to create custom calculated insights for something similar). My aim is to go beyond the standard scoring rule to provide a user of the lead or contact record clear indication of recent email engagements.
Is the following approach realistic for subscription management in Marketing Cloud Advanced?
We are planning to create custom checkbox fields (True/False) on both the Lead and Contact objects in Salesforce to manage subscription preferences.
We would like to use these fields for:
- Segmentation
- Determining whether a user is eligible to receive emails at send time
In addition, when a user unsubscribes from email content, we would like to synchronize that information back to Salesforce and automatically update the Contact (or Lead) record by setting the checkbox field to FALSE.
Would this be considered a standard and realistic architecture in Marketing Cloud Advanced?
Also, would you recommend:
- Managing this together with All Subscribers status
- Using Publication Lists
- Or implementing a custom preference center / unsubscribe process?
Thank you in advance for your advice.
3 answers
François Perret (Bamsoo)
Forum Ambassador
Hi Wakana,
Yes, you need to create Subscription and a Pref Center (you'll add a link to it in your emails), and the mapping/handling of Consent will then entirely made by MCN.
To your point, there are multiple ways of changing the consent status of a given recipient in MCN (of course the recipient can handle it from the email): directly from the CRM, by importing a CSV files in MCN or using Flows.
The simpler is export / import using a file, but requires a manual action. If you want a completely automated sync, you'd need to bridge both APIs.
Hi everyone,
I'm working on an Automation Event-Triggered Flow in Marketing Cloud Next and I'm facing an issue with dynamic content in email templates using a Data Graph.
Setup:
- Automation Event-Triggered Flow on object: Offer (custom object), triggered via Related Lead
- Email template with a custom Data Graph as Data Source (Lookup Data Graph Data Provider)
- Data Graph structure: UnifiedIndividual (Primary DMO) → Unified Link Individual → Individual → Lead → Custom DMO (populated by Data transform)
The flow triggers correctly, the email is sent, but all dynamic fields from the Data Graph are empty.
I've checked the following topics :
- The Data Graph is added as a Data Source in the email template
- The Batch Data Transform has been configured and run
- Identity Resolution is published and has run successfully
- The Lead → Individual relationship has been activated in the Data Model
I have gone through Trailhead modules and Salesforce documentation related to Data Graphs, Automation Event-Triggered Flows and email personalization in Marketing Cloud Next, but I couldn't find any concrete end-to-end example covering this specific use case.
Has anyone successfully implemented dynamic Data Graph content in an Automation Event-Triggered Flow triggered from a custom object via Related Lead, and if so, could you share the steps or point me to the right resources?
I must be missing something but I can't figure out what...
Any guidance would be greatly appreciated!
Thanks
Pierre-Nicolas
1 answer
François Perret (Bamsoo)
Forum Ambassador
Hi Pierre-Nicolas,
I'd say Data Graph won't be working here as this is no Unified Individual entering the Flow.
Apex personalization is worth a try there. See here.
Hope this helps 😎
#SharingIsLearning #AgentforceMarketing #MarketingCloudNext
François.
PS : In order other Trailblazers to be pointed directly the most helpful answer, please do not forget to click “Accept this answer” below it.
Hi Team,
We are working on a form in Salesforce Marketing Cloud Next (MC Next) and need to implement input validation (e.g., blocking specific email domains like gmail.com) before form submission.
However, we are unable to find a way to add custom validation rules directly on the MC Next form. Validation rules on the Salesforce Lead Object are working, but they only trigger after submission, not at the form level.
Could you please confirm:
- Does MC Next support native form-level validation?
- If not, what is the recommended approach for front-end validation?
- Are there any supported methods (JavaScript, AMPscript, etc.) to achieve this?
Thanks in advance for your guidance.
3 answers
François Perret (Bamsoo)
Forum Ambassador
Hi Tim, the link between From -> From Triggered Flow is one way. So can decide how you handle the data within the Flow, but you won't be able to update the Form based from the Flow outcomes.
Hello,
Could you please advise on consent management?
For the DMO where customer lists are stored, which consent management DMO should be linked?
I’m not fully familiar with how consent management works in Marketing Cloud Growth Advance.
Could anyone share best practices?
Thank you in advance.
1 answer
François Perret (Bamsoo)
Forum Ambassador
Hi Wakana,
The Consent is stored in the Communication Subscription Consent DMO.
See here for details .
Hope this helps 😎
#SharingIsLearning #AgentforceMarketing #MarketingCloudNext
François.
PS : In order other Trailblazers to be pointed directly the most helpful answer, please do not forget to click “Accept this answer” below it.
We are trying to build a flow in MCA that triggers when a lead is created in SF Core. I know that record triggered flows are not working for MCA. I explored event triggered or segment triggered flows not none of them work.
Does anyone have a similar issue and found a solution to trigger an MCA flow when a contact/lead is created in SF?
3 answers
Hello everyone 👋
I’m trying to design a real-time WhatsApp communication flow using Marketing Cloud Growth + Data Cloud, and I’m facing a limitation that I can’t fully understand.
Here’s my current architecture:
- I have an external CRM that triggers an event whenever a new student is created
- This event calls the Data Cloud Ingestion API
- The event is successfully ingested and updates my Real-Time Data Graph
- I can see the event data correctly in Data Cloud
- The goal is to send a WhatsApp message automatically every time this event happens
What I tried:
- I created a Campaign in Marketing Cloud Growth
- I selected Event-based trigger
- I selected the event coming from the Ingestion API
- When configuring the flow, I tried to use the Send WhatsApp action
However, I get an error saying that “Send WhatsApp action type is not supported in Autolaunched Flows”, which blocks this approach completely.
What I’m trying to achieve:
- Every time a new student event is ingested into Data Cloud
- And my Real-Time Data Graph is updated
- I want to send a WhatsApp message using Marketing Cloud Growth, not Salesforce Core automations
Important context:
- Today, I’m already able to send this WhatsApp message using Salesforce Core (Flow / Messaging)
- But I want to centralize communications, templates, tracking, and scalability inside Marketing Cloud Growth
- The use case is near real-time / transactional, not batch marketing
My questions to the community:
- Is it currently supported to send WhatsApp messages from Marketing Cloud Growth based on a real-time event (Ingestion API)?
- Is there a recommended pattern or workaround to bridge real-time Data Cloud events with WhatsApp sends in Marketing Cloud Growth?
- Are WhatsApp actions intentionally restricted from Autolaunched Flows, and if so, what is the intended architecture for event-driven WhatsApp messaging?
Any guidance, best practices, or confirmation of current product limitations would be greatly appreciated 🙏
Thanks in advance!
1 answer
François Perret (Bamsoo)
Forum Ambassador
Hi Camila,
It's weird that you use an Automation Event-Triggered Flow but the error mentions an Autolaunched Flow.
If you can wait Spring '26 to be rolled out, I'd suggest you use an Automation Event-Triggered with an Individual-Related Record Event. This triggers whenever a Prospect, Lead, Contact or a CRM Record related to a Prospect, Lead, Contact is created / updated.
This event is based on CRM changes, so it's much simpler that relying on Data Cloud Records (no need to trigger the Ingestion API, no Sub-Second realtime option needed, etc.).
It is near real time and supports WA Messaging. I'am not sure how the personalization is made is WA message, for Email Messages, it is based on Apex Personalization (
see a welcome Email example using this).Hope this helps 😎
#SharingIsLearning #MarketingCloudNext #AgentforceMarketing
François.
PS : In order other Trailblazers to be pointed directly the most helpful answer, please do not forget to click “Accept this answer” below it.