Agentforce integration

Overview

The integration between Agentforce and Vonage Contact Center (VCC) connects Salesforce’s AI-driven interaction layer with VCC’s telephony and routing infrastructure. This configuration allows a customer calling a VCC inbound number to interact with a Salesforce AI agent that can access and update CRM records in real-time.

The system is designed to handle automated customer queries through natural language processing and, when required, transition the interaction to a human representative within the same call session.

Architecture

The core of this integration is the VCC Bot Connector. This applet serves as the technical bridge between the two platforms.

For more information, see the Bot Connector applet section.

Call flow

When a customer dials an inbound number mapped to an interaction plan, the Bot Connector applet manages the connection between VCC and Salesforce via the following technical process:

• VCC inbound
  The initial call leg is established between the caller and the VCC platform.

• Salesforce provisioning
  The Bot Connector initiates a dial-out to a dedicated SIP or PSTN number provisioned within Salesforce. This number acts as the specific entry point for the Salesforce voice stream.

• Audio merging
  The VCC telephony server joins these two call legs together. This allows the customer to communicate directly with the Agentforce while the interaction remains anchored within the VCC Interaction Plan.

Integration features

• Transcript handoff
  Upon escalation, the human agent receives the full text of the customer's interaction with the AI.

• CRM data access
  The AI can verify identities and retrieve data (such as order status or case details) directly from Salesforce objects.

• Session continuity
  Transitions from AI to human agents occur without disconnecting the caller or requiring a redial.