Vonage has announced the launch of its new solution, Vonage Conversations for Agentforce Marketing, designed to bring omnichannel messaging into the Salesforce marketing platform.
The solution connects Salesforce marketing tools with Vonage messaging APIs, enabling brands to send or receive messages across channels from a single interface, utilizing customer data and automation to manage conversations in real time.
This integration aims to support more seamless and personalized interactions, enabling direct two-way engagement between customers and brands on the channels customers prefer.
Christophe Van de Weyer, President and Head of Business Unit API for Vonage, highlighted that by allowing marketers to run personalized two-way conversations, this helps marketing teams engage with customers more directly and consistently, while still providing customers with more relevant interactions that support trust, loyalty, and overall experience.
“In today’s market, it’s not enough to just send messages; businesses must create meaningful connections across every customer touchpoint,” he said.
“With the integration of rich, two-way messaging channels like RCS, WhatsApp, and SMS into Agentforce Marketing, Vonage is bringing these messaging capabilities to enterprises around the world.
“The integration of our APIs with Salesforce Marketing Cloud means marketers can now create personalized, branded conversations that strengthen loyalty, drive enhanced engagement and deliver exceptional customer experiences at scale.”
Integrating Omnichannel Messaging
This software integration will allow Salesforce’s Agentforce Marketing platform customers to utilize Vonage’s messaging and communication tools.
By integrating Vonage Communications APIs, marketing teams will be able to access two-way messaging via SMS, WhatsApp, and Rich Communication Services (RCS) inside the Salesforce interface.
This also includes automation capabilities with agentic AI, allowing marketing teams to automate routine tasks and tailor messages by analyzing Salesforce’s customer data in real-time to deliver actionable insights, for an always-on support interaction system across various channels.
With the capabilities to automate timely and relevant messages and tasks, ensuring seamless, orchestrated, and proactive omnichannel customer journeys.
The integration aims to support Vonage’s broader strategy to help customer enterprises adopt AI-drive communication tools and improve customer experience at scale.
As part of its goal to become an embedded communications and AI platform for enterprise customer engagement, Vonage’s strategy ties in six key priorities.
Embedded Communications
As part of its strategy, Vonage aims to make messaging and voice interactions feel like an in-built capability of CRM and marketing platforms.
For CX and marketing teams, this means that customer conversations now happen inside the same systems for segmentation, customer journeys, and performance tracking.
This reduces channel silos, allowing teams to design campaigns, trigger messages, and respond to customers with the same tools.
This remains consistent with customer history, preferences, and consent data staying connected to every interaction, improving relevance and reducing operational friction.
Integration-Led Growth
Vonage has integrated its capabilities into tools enterprises are already using, avoiding buyer conflicts by selling isolated messaging products.
As marketing and CX teams struggle to adopt new channels, this increases integration efforts, data gaps, and governance concern.
By embedding channels that teams already trust, this ensures platform confidence whilst also improving compliance and consistency.
AI-Enhanced Interactions
As a key contributor to Vonage’s strategy, AI is a valuable tool for CX and marketing and critical to ensuring resolutions and conflicts are resolved in time to meet customer satisfaction.
By automating common interactions, assisting agents, and personalizing messages with customer data, AI reduces overall handling times, deflects simple queries, and supports agents with context and suggested responses.
This goal enables teams to deliver consistent, high-quality interactions without increasing employee headcount.
Omnichannel Conversations
With traditional marketing focusing on outbound campaigns, Vonage’s strategy supports this shift toward two-way, ongoing conversations.
By instilling these capabilities, customers can now respond to messages, ask questions, or move over to another channel without losing context.
This supports full conversational journeys rather than resorting to isolated touchpoints, which reduces customer effort and increases marketing engagement and conversion with real-time interactions.
Higher-Value Positioning
Vonage is now positioning itself beyond just message delivery, aiming to combine communications, AI, and enterprise integration to support its broader CX goals such as loyalty, retention, and lifetime value.
This ensures teams that communications are becoming a measurable, optimizable part of the customer experience journey, not just a delivery mechanism.
With this, engagement data can feed into customer journey optimization, attribution, and overall performance analysis.
Expanding Salesforce Capabilities
This strategy also involves expanding its platform across key enterprise applications such as Salesforce.
Having partnered with each other for over 15 years, this latest integration will allow Salesforce to embed new trustworthy capabilities, enhancing its capabilities while maintaining confidence in its deployment.
In 2025, Vonage and Salesforce frequently expanded their partnership to strengthen and grow the Agentforce platform.
In December, the providers announced that an AI-powered voice capability was to be integrated into Agentforce 360, focusing closer on ensuring deeper workflow unification rather than siloed feature releases.
In October, the providers launched their collaborative security integration, the Vonage Agentforce Identity Insights and Fraud Detection solution, into the platform, aiming to combat the rise in cybersecurity attacks in the CX industry.
These frequent collaborations highlight Vonage and Salesforce’s ability to turn AI experimentation into production for more connected experiences, now with proven results.
Benefiting Marketing and CX Teams
This integration offers key benefits for marketing and CX teams, driving more connected, conversational, and scalable customer experience across the lifecycle.
For marketing teams, this integration drives higher engagement opportunities through two-way messaging.
By allowing customers to reply, ask questions, and continue the conversation in the same channels, marketers can move beyond one-way campaigns.
This can increase overall response rates and make campaigns more interactive and measurable.
Furthermore, outreach is informed by CRM and journey data already embedded within Salesforce, supporting timely, relevant interactions personalized from behavior, preferences and lifecycle stage.
Marketing teams can utilize these trustworthy channels to optimize campaigns without additional tools or training for faster launches.
As conversations reside within the marketing platform, engagement data ties directly to campaigns and journeys, improving reporting, attribution, and optimization decisions.
For customers, omnichannel experiences allow them to feel confident with engagement; by starting the conversation on a preferred channel and being able to switch to another without losing context, it ensures seamlessness in the customer journey.
For customer-facing teams, agents can review the full interaction history during channel switching, reducing repetition and frustration.
By utilizing AI to handle routine questions and tasks, agents can receive further context and better responses, shortening indecision times and improving first-contact resolution.
Furthermore, messaging tone, timing, and rules are centrally governed, ensuring customers receive consistent experiences whether they interact with marketing, support, or service teams.
As both the marketing and CX teams work from the same conversation history and data, this improves coordination and reduces handoff issues between teams.
By improving response times and messaging continuity for both teams, this builds up overall customer confidence, service quality, and reduces churn.
