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Headless 360Architect (Hardest)whatsappagentforcemessagingchannels

Integrate WhatsApp Business API with Agentforce for order support

Real World Scenario

A consumer electronics brand routes WhatsApp order inquiries through a custom middleware layer. Customers expect catalog images, order lookups, and human escalation within WhatsApp session windows.

Expected Answer

• Register WhatsApp Business Account with Meta and map webhook events to Salesforce Messaging or custom channel adapter • Authenticate customers via one-time passcode or deep link before agent actions expose order PII • Adapt Agentforce topics for WhatsApp constraints: 4096 character limits, template messages for outbound • Handle 24-hour session window rules with approved templates for proactive follow-ups • Route media messages through virus scan and OCR pipeline before agent context ingestion • Integrate order status Agent Actions returning structured data formatted for WhatsApp rich replies • Monitor session expiry rate, template approval failures, and containment per locale

Follow-Up Questions & Answers

Click to expand — each follow-up includes a direct, interview-ready answer

Main difference: use case and scale. Register WhatsApp Business Account with Meta and map webhook events to Salesforce Messaging or custom channel adapter. Authenticate customers via one-time passcode or deep link before agent actions expose order PII. Pick based on your integration pattern and team capability. WhatsApp is policy-heavy messaging—not generic web chat. Document the decision in an ADR and align with enterprise standards.

Architect Perspective

WhatsApp is policy-heavy messaging—not generic web chat. Architect channel adapter, template strategy, and auth before agent topic design.