Agentforce is a proactive, autonomous AI application that provides specialized, always-on support to employees or customers. You can equip Agentforce with any necessary business knowledge to execute tasks according to its specific role.
Agentforce agents can send messages and initiate phone calls directly from within Fastcall. This is made possible because agents can use Apex Invocable Actions as Agent Actions. By leveraging Fastcall’s Subscriber API operations, Agentforce users can further enhance their workflows by integrating advanced call and messaging functionalities.
Agentforce supports invocable actions for calls and SMS, making it easy to integrate communication into your agents. Learn more about using invocable actions with Fastcall here.
You can find guidance on how to get ready for Agentforce here and how to build your first agent here.
How Does Agentforce Work?
Agents rely on three key elements to perform their tasks: data, reasoning, and actions. With Agentforce, they can access real-time data from any source to analyze, plan, and make informed decisions. Additionally, Agentforce enables agents to execute tasks seamlessly by integrating with workflows, automation tools, and APIs.
Operating autonomously, Agentforce agents retrieve relevant data on demand, develop action plans, and carry out tasks without human input. They continuously adapt to changing conditions using real-time data while staying within organizational guidelines to ensure accurate and effective customer interactions.
Benefits of Using Fastcall API in Agentforce
- Seamless Communication: Agents can send SMS and start calls without leaving the Agentforce interface.
- Automation: Automate call and message actions based on predefined workflows.
- Efficiency: Reduce manual steps and improve response times.
- Customizability: Use Apex Invocable Actions to tailor operations to business needs.
Set up your Agent to call and send messages through Fastcall
This example Agent is configured to either send a date of birth via message or transfer the call to a live agent using Fastcall. You can tailor this behavior to suit your specific workflows and use cases.
1. Create or open you Agent in Agentforce Builder.
Start by either creating a new Agent or opening an existing one in Agentforce Builder.
Under the Context tab, add any context variables your Agent will use. For example: customerBirthday.
Fastcall will pass the following context variables to the Agent:
- customerPhone (TEXT) – The caller’s phone number
- agentPhone (TEXT) – The provisioned phone number assigned to the agent
If a Salesforce record is found for the customer phone, Fastcall will also pass the following context variables:
- customerId (TEXT) – The Salesforce record ID of the customer
- customerName (TEXT) – The customer’s name
- customerRecordType (TEXT) – The Salesforce object type of the customer record
Define the Name and API Name. The ‘Data Type‘ should be text, and the ‘Allow value to be set by API‘ and ‘Allow LLM to use value‘ checkboxes should be enabled.
Under the Topics tab, create the topics your Agent needs.
In the topic description, scope, and instructions, reference your context variables using the {!variable} format. For example: {!customerPhone}.
Leave the Actions section empty for now, you’ll configure that later.
Here are three sample topics used in this Agent:
- Identify Customer: Queries Salesforce to find the contact associated with the customer’s phone number.
- Fastcall Messaging: Sends a message to the customer’s phone number using Fastcall, including their date of birth.
- Connect Customer to Human: Initiates a call to connect the customer with a live agent via Fastcall.
2. Create Flows.
In the Setup Quick Find, search for and select Flows. At the top of the Flows page, click the New Flow button.
Choose Autolaunched and then Autolaunched Flow (No Trigger).
In the Flow Builder, click the + button and add an action. From the Category list, select Fastcall to see all available Invocable Actions.
You have to create these 3 flows:
- Send Message to customer – Used by the Agent to send a message.
For this flow you have to select the Send Fastcall Message (FastCall_InvocableMessage) action.
You can assign the Label and API Name you prefer to identify the flow.
To create variables, go to the left top Toolbox button and click on New Resource. Select Variable as the Resource Type and create the variables you need. You have to create Inputs and Outputs variables, for example:
Input variables: messageText, recordId and userId.
Output variable: messageResult.
Back to the right Action pane, it is important to set input and output values, according to what you want your agent to do. Here you will select from the inputs and outputs variables from the flow.
To save the flow, add the Flow label and API name. Under Show Advanced select System Context Without Sharing—Access All Data and Save. Then click Activate at the top right corner.
- Connect Customer to Agent – Used by the Agent to initiate a live call with a human agent.
For this flow you have to select the Start Fastcall Phone Call (FastCall_InvocableCall) action.
You can assign the Label and API Name you prefer to identify the flow.
Create input variables recordId and userId and output variable connectCustomerResult.
Back to the right Action pane, it is important to set input and output values, according to what you want your agent to do. Here you will select from the inputs and outputs variables from the flow.
In Fastcall IVR ID provide the ID from the IVR you want to use to answer the call.
To save the flow, set the Flow label and API name. In Show Advanced select System Context Without Sharing—Access All Data and Save. Then click Activate at the top right corner.
- Get Contact by Phone – Used by the Agent to find the contact associated with the customer’s phone number.
For this flow you have to select the Phone Number Lookup (FastCall_InvocablePhoneNumberLookup) action.
You can assign the Label and API Name you prefer to identify the flow.
Create input variables objectType, recordId and recordName.
Back to the right Action pane, it is important to set input and output values, according to what you want your agent to do. Here you will select from the inputs variables from the flow.
To save the flow, add the Flow label and API name. Under Show Advanced select System Context Without Sharing—Access All Data and Save. Then click Activate at the top right corner.
If no contact associated with the phone number is found — the customerId is empty — one possible solution is to create a flow that creates a new contact.
3. Create Agentforce Actions for topics
In the Setup Quick Find, search for and select Agentforce assets. In the Actions tab, click the New Agent Action button.
You’ll need to create the following two actions:
- Send Message to Customer
Set Action Type to Flow, and select the Send Message to Customer flow you created earlier. Set the Label and the API name of the action. Click Next.
Use camelCase for the API Name (avoid underscores) to ensure compatibility.
Once selected, you’ll see the variables defined in your flow. Add instructions for the action, as well as for each input and output variable.
In the instructions you can reference context variables from your Agent, for example: {!customerName}.
Ensure at least one output variable has the “Show in conversation” checkbox enabled.
- Connect Customer to Agent
Repeat the same process, but this time select the Connect Customer to Agent flow.
4. Assign Actions to topics
Open your Agent in Agentforce Builder and go to the Fastcall Messaging topic.
In the This Topic’s Actions tab, click New > Add Assets from Library, and select the Send Message to Customer action you created earlier.
After adding the action, open it and map the context variables to the corresponding flow variables:
Map customerId (context) to recordId (flow), and map agentUserId (context) to userId (flow).
You can also reference the Action in the Topic details instruction by its API name: SendMessageToCustomer.
Repeat this process for the Connect Customer to Human topic, assigning the Connect Customer to Agent action and mapping the required context variables.
5. Configure API Connection for the Agent
In Setup, go to Agentforce Agents and open your agent. In the Connections tab, add one clicking on the Add button.
- Connection: API
- Integration Name: Fastcall
- Connected App: Fastcall API
6. Enable JWT for Fastcall API
In the Setup Quick Find, search for and select App Manager. Search for Fastcall_API and select Manage in the menu arrow.
Click on Edit Policies. Under Client Credentials Flow, select your User and under Enable JWT-Based Access Token Settings for Named Users select 30 minutes.
Virtual Agent IVR
The Fastcall Virtual Agent IVR leverages your Agentforce Agent to handle inbound calls dynamically. Instead of immediately routing callers to a human, virtual agents can now answer calls, engage in natural two-way voice conversations, and automatically collect or deliver information.
This intelligent automation streamlines call handling and enhances the customer experience—while still giving you the flexibility to transfer to a live agent or send a message using Fastcall when needed.
It’s a powerful solution for scaling support, reducing wait times, and improving overall satisfaction.
Benefits
- 24/7 Call Handling: Answer and manage calls any time, without relying solely on human agents.
- Dynamic Routing: Route callers intelligently based on real-time inputs or business logic.
- Natural Voice Conversations: Engage customers with conversational, human-like interactions.
- Reduce Wait Times: Automate common requests to free up live agents for complex issues.
- Seamless Escalation: Hand off to a human agent when needed, without losing context.
- Scalability: Handle high call volumes without increasing agent headcount.
For setup instructions and more information, visit the Virtual Agent IVR resource page.
Last updated: Fastcall v8.9.9, 2025-06-18