VantegrateNative API integrationIntegrate Vonage with AI agentsto sell on SMS and WhatsApp with channel failover
Sellium and Revio, Vantegrate's AI agents, answer and reach out on SMS and WhatsApp through Vonage's Messages API: they reply with your prices and inventory, qualify and quote, and if a WhatsApp message is rejected, the same send continues as SMS. Every conversation is logged in your CRM, and the account, numbers and templates stay with your company.
How the data flows
What does it mean to integrate Vonage with Vantegrate's AI agents?
Integrating Vonage with Vantegrate's AI agents means the agent answers and reaches out from the numbers and WhatsApp account you already have in Vonage. The Messages API delivers every message to it through a webhook, the agent replies with data from your CRM or ERP, and if a send is rejected, Vonage sends it on the fallback channel you defined. Whatever gets resolved is logged in your CRM.
Vonage is part of Ericsson and offers communications APIs, unified communications and contact center software, according to its company page. Its Messages API covers SMS, MMS, RCS, WhatsApp, Messenger, Viber and email (Vonage), and the company appears in all three of Gartner's cloud communications Magic Quadrants: CPaaS, contact center and unified communications (Vonage, 2026).
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What moves between Vonage, the agent and your CRM
Vonage reports through two webhooks, one for inbound messages and one for status, and the agent queries your systems only when it needs a data point to answer.
Signed inbound messages
Every SMS or WhatsApp message a customer sends reaches the inbound webhook with a JWT signed with your secret, which proves it came from Vonage and that the content wasn't changed in transit. The agent replies in the same conversation.
Status of every send
The status webhook reports whether a message was submitted, delivered, read (on WhatsApp) or rejected, and which step of the channel failover it reached. The agent adds it to the contact's history.
Outcomes and opt-outs in your CRM
The conversation, the channel it came in on, what was resolved (lead, meeting, quote) and every opt-out land on the customer record in your CRM, not in the Vonage dashboard.
How the integration works, step by step
Vantegrate handles setup and rollout. Your team authorizes access, approves the wording and validates.
A Vonage application with JWT
We use an application in your Vonage account with the Messages API and JWT authentication, which Vonage recommends for production: the token is generated with that application's private key and is scoped to it, not to the whole account.
Inbound and status webhooks
We point the application's two webhooks at the agent and verify the signature of every notification with your secret. If the agent doesn't answer with a 2xx code, Vonage retries the delivery.
Failover, consent and 10DLC
We set the channel order for each message (for example, WhatsApp and then SMS), decide which sends are service and which are marketing and, if you text US numbers, register your brand and 10DLC campaigns and the opt-out keywords with you.
Validation with real conversations
We test in the Messages API sandbox and with test numbers, validate with your team and roll out in phases: inbound conversations first, then campaigns.
Vonage's Messages API: SMS and WhatsApp with failover in the same send
Vonage's Messages API sends and receives over SMS, MMS, RCS, WhatsApp, Messenger, Viber and email from a single endpoint, according to its technical documentation. The same request defines the channel failover: it carries the primary message and its replacements, which Vonage sends in order if the previous one is rejected (Vonage). Each message in the chain is independent, so the wording fits what each channel supports.
That feature replaced the Dispatch API, which Vonage no longer opens to new users and still supports for existing ones (Vonage). If your older integration runs on Dispatch, the agent starts directly on the Messages API failover, without touching what already works.
The channel depends on the market. In the United States, WhatsApp is used by 32% of US adults (Pew Research Center, 2025) and Meta doesn't deliver WhatsApp marketing templates to US numbers (Meta), so with those customers the agent texts by SMS. In Latin America the conversation happens on WhatsApp, and SMS is the fallback when a send is rejected.
| Situation | What Vonage does | What the agent does |
|---|---|---|
| An SMS or WhatsApp message comes in | Delivers it, signed, to the inbound webhook | Replies with your prices and inventory |
| A WhatsApp message is rejected | Sends the fallback message, for example an SMS | Logs the channel the conversation continued on |
| A customer in the United States | SMS from numbers registered for 10DLC | Texts by SMS and keeps WhatsApp for those who already use it |
Based on Vonage's and Meta's documentation; the channel order is defined during discovery.
Vonage in the United States: 10DLC, toll-free numbers and Opt-Out Assist
To send business texts from a local US number, your brand and campaign have to be registered with The Campaign Registry (TCR). In Vonage that takes four steps: register the brand, get it vetted for a trust score, register the campaign and link your numbers, from its dashboard or through the 10DLC API. Each campaign takes up to 50 numbers. Toll-free numbers (800, 888 and the like) have their own registration, which carriers require for commercial texting (Vonage).
With Opt-Out Assist, Vonage handles the HELP and STOP keywords: it sends an automatic reply and blocks further sends to the person who opted out. It works in the United States and Canada, and you have to ask for it to be turned on. The documentation notes that the block applies only to the Vonage number that received the STOP: if you send from a pool of numbers, the rest is managed separately (Vonage). On toll-free numbers, US carriers enforce opt-outs at the network level (Vonage).
Consent follows the TCPA: marketing sent with automated systems requires prior express written consent, and a reply in other words that a reasonable person would read as an opt-out counts too, and must be honored within 10 business days at most (47 CFR 64.1200). The FCC later voted to let senders designate an exclusive opt-out method (Day Pitney, 2026). The agent logs every opt-out on the contact in your CRM, so it applies to all your numbers, and it also recognizes one a customer writes in their own words.
| Piece | What Vonage does | What the agent adds |
|---|---|---|
| 10DLC registration | Brand, vetting, campaign and numbers, also through an API | Maps each use case to its campaign |
| Opt-Out Assist | Answers HELP and STOP and blocks the customer on the number that got the opt-out | Extends the opt-out to the contact, across all your numbers |
| Sending to an opted-out number | Rejects it and reports it on the status webhook | Flags the contact and removes it from campaigns |
| Opt-outs in other words | If it isn't a configured keyword, it arrives as a regular message | Detects them and adds them to the suppression list |
For information only, not legal advice: your legal team decides how each rule applies to your program.
Campaigns and opt-outs stay in your name: your brand and 10DLC campaigns are registered in your company's name in your Vonage account; every consent and every opt-out is logged in your CRM, and Revio never sends marketing to anyone who hasn't authorized it. The full channel rules are on the SMS integration page.
How the agent works alongside Vonage Contact Center and Vonage's Salesforce apps
Vonage has its own contact center for Salesforce: Vonage Contact Center is built on Salesforce (Vonage) and brings voice, AI, digital channels and CRM data together inside Service Cloud (AppExchange). For messaging, Conversations for Salesforce brings SMS, MMS, WhatsApp and RCS into the CRM, with bots and people in the same conversation, and adds actions for Marketing Cloud (AppExchange).
The agent doesn't replace those pieces: it handles the sales conversation, the one that takes understanding an open-ended question, checking prices and inventory in your ERP, quoting and handing off to a sales rep with context. During discovery we decide what each piece logs in Salesforce, so no activity is duplicated. For Agentforce, Vonage publishes Identity Insights, an action that verifies identity through the phone number and detects SIM swaps before acting (AppExchange).
Vonage also offers two MCP servers: a documentation server that answers questions about its APIs inside an AI assistant, and a tooling server that creates and configures applications and manages numbers and reports from clients such as VS Code, Cursor or Claude Desktop (Vonage). AI Studio, for its part, builds conversational flows with little or no code (Vonage). Vantegrate's agents connect through the Messages API, with server credentials and least-privilege permissions: that's Vantegrate's design choice, not a limit of Vonage.
| Vonage piece | What it does | What the agent adds |
|---|---|---|
| Vonage Contact Center | Voice and AI inside Service Cloud, with CRM data | SMS or WhatsApp follow-up with prices, inventory and quotes |
| Conversations for Salesforce | SMS, MMS, WhatsApp and RCS from the CRM, with bots and people | The sales conversation, with your ERP behind it |
| AI Studio | Low-code conversational flows | An agent set up by Vantegrate on top of your systems |
| MCP servers | Documentation and account tooling for AI assistants | A server connection through the Messages API, with every action logged |
Based on Vonage's and AppExchange's pages; availability depends on your plan and country.
Your Vonage account stays as it is: Vantegrate integrates through Vonage's public API, without being a Vonage partner or installing anything in your contact center.
You've seen how it connects. Want to walk through your case?
Tell us how your Vonage is set up and we'll tell you what data we need and where the agent connects.
An agent connected to your Vonage vs. a standalone tool
| Standalone AI tool | Agent connected to your Vonage | |
|---|---|---|
| Data source | A copy that drifts | Your CRM and ERP, live |
| Where your data lives | In the messaging dashboard | In your CRM, with every conversation |
| Result of each conversation | Stuck in another app | Logged on the customer record in your CRM |
| Opt-outs | Tied to the number that got the STOP | Per contact, across all your numbers |
| Reaching production | Often stalls as a pilot | Validated, phased rollout |
Why connect your AI agents to Vonage
Figures published by Vonage, by AppExchange and by third parties, each with its source. None of them is a Vantegrate result.
100,000+
Businesses served worldwide with APIs, unified communications and contact center, according to Vonage
1,044
Reviews of Vonage Contact Center on AppExchange, rated 4.93 out of 5
Nearly 7x
As likely to qualify a lead contacted within the first hour as one contacted an hour later
Vonage publishes its business count on its own site, and AppExchange reviews change over time. Pew counts adults who use WhatsApp at all, so read it as reach, not business use. HBR studied 1.25 million leads at US companies.
Which agents work on Vonage
Both use the same Vonage application and the same CRM: Sellium talks with whoever messages you, and Revio reaches out to contacts who gave consent.
Sellium
Sales agent on SMS and WhatsApp: answers the messages that come in through Vonage, qualifies, quotes with your catalog and price lists, books the meeting and hands off to a sales rep with full context. If a WhatsApp message is rejected, it continues by SMS.
Explore Sellium
Revio
Marketing agent: sends campaigns by SMS from numbers registered for 10DLC and by WhatsApp, with Meta-approved templates, only to contacts who gave consent. It logs every opt-out on the contact, for all your numbers, and schedules sends within allowed hours.
Explore RevioVonage carries the message; your CRM keeps the conversation
AI comes to your data, not your data to the AI. Vonage carries the message, the agent works with the permissions you authorize, and the account, numbers and templates belong to your company. Vonage publishes its own certifications, such as ISO 27001 and SOC 2 Type II for its SMS and voice APIs, in its documentation.
- Connection through the Messages API with JWT authentication, generated with your Vonage application's private key and scoped to that application.
- Webhooks signed with a JWT and a SHA-256 hash of the payload, to verify the source and that nothing changed in transit.
- Conversations, consents and opt-outs are logged in your CRM, with a record of every send.
- The agents run on Salesforce or Oracle Cloud Infrastructure, whose SOC 2 and ISO 27001 certifications belong to those platforms, not to Vantegrate.
Frequently asked questions about the Vonage integration
What sales, marketing and IT teams ask before connecting an AI agent to Vonage.
How do I integrate Vonage with an AI agent?
How do I integrate Vonage with an AI agent?
Through an application in your Vonage account with the Messages API turned on: the agent authenticates with JWT, receives every SMS or WhatsApp message on the inbound webhook, verifies the signature and replies with data from your CRM or ERP. If you text US numbers, your brand and campaigns are registered for 10DLC in your company's name. Vantegrate sets up the connection; your team authorizes and validates. Meet the sales agent at Sellium.
Does the agent replace Vonage Contact Center or Conversations for Salesforce?
Does the agent replace Vonage Contact Center or Conversations for Salesforce?
No, it works alongside both. Vonage Contact Center keeps handling voice inside Service Cloud, and Conversations for Salesforce keeps sending SMS, WhatsApp and RCS from the CRM. The agent handles the sales conversation: it understands the question, checks prices and inventory, quotes and hands off to a sales rep. During discovery we define what each piece writes to Salesforce, so no activity is duplicated.
What happens to opt-outs if I send from several Vonage numbers?
What happens to opt-outs if I send from several Vonage numbers?
Opt-Out Assist, when it's turned on, answers the STOP and blocks sends from the number that received the opt-out; with a pool of numbers, Vonage says the rest is managed separately. The agent logs the opt-out on the contact in your CRM, so no send from the agent reaches that person from another number, and it also recognizes an opt-out written in other words, such as "stop texting me". The FCC sets a maximum of 10 business days to honor it. Our glossary explains opt-out.
Does Vonage have an MCP server, and does the agent use it?
Does Vonage have an MCP server, and does the agent use it?
Yes, two. The documentation server answers questions about Vonage's APIs inside an AI assistant, and the tooling server lets you create and configure applications and manage numbers and reports in plain language, from clients such as VS Code, Cursor or Claude Desktop (Vonage). Vantegrate's agents connect through the Messages API, with server credentials and least-privilege permissions, and log every action they take: that's Vantegrate's design choice.
SMS integration
The channel rules in the United States: 10DLC registration, consent and opt-outs.
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Learn moreLet's connect AI agents to your Vonage account
Tell us which channels you use in Vonage, how many numbers you send from, which countries you message and whether you run Vonage Contact Center in Salesforce, and we'll show you how the agent answers, how channel failover works and how opt-outs are logged. A 30-minute conversation, no commitment.
Francisco Morales, co-founder, takes your call. We reply on WhatsApp within 4 business hours, no strings attached.
