Understanding the Problem

The problem arises because WhatsApp does not support certain interactive message formats that Agentforce can generate natively, and instead of falling back to plain text, the message fails to display.

The root cause of the issue is the difference in rendering used by Agentforce and WhatsApp. Agentforce uses HTML-based rendering, while WhatsApp uses a different API for media content.

This difference in rendering can cause issues when trying to display interactive content, such as selection options or quick-reply buttons, which are not supported by WhatsApp.

Step-by-Step Solution

To resolve the issue, follow these steps:

Agentforce Configuration

1. Go to the Agentforce Builder > Connections
2. Disable the adaptive rendering
3. Save the changes

By disabling the adaptive rendering, Agentforce will send only plain text responses, which will be displayed correctly in the WhatsApp conversation.

Additionally, you can also add specific instructions to the prompt to force plain-text-only responses. For example:

Prompt Instructions

Always show all your responses in text format. Never show your responses as a Select option. You may use bullet points and bold font when it helps, but do not include any other symbols or rich text.

Checklist

Resolving Interactive Content Rendering Issues

• Disable adaptive rendering in Agentforce Builder > Connections
• Add specific instructions to the prompt to force plain-text-only responses
• Test the Agentforce agent with WhatsApp to ensure the issue is resolved
• Verify that the Agentforce agent is sending only plain text responses
• Monitor the WhatsApp conversation for any issues or errors

Frequently Asked Questions

What is the cause of the rendering issue with Agentforce on WhatsApp?

The cause of the issue is the difference in rendering used by Agentforce and WhatsApp.

How can I resolve the rendering issue with Agentforce on WhatsApp?

You can resolve the issue by disabling the adaptive rendering in Agentforce Builder > Connections.

Can I add specific instructions to the prompt to force plain-text-only responses?

Yes, you can add specific instructions to the prompt to force plain-text-only responses.

What are the benefits of disabling adaptive rendering in Agentforce?

The benefits of disabling adaptive rendering include ensuring that Agentforce sends only plain text responses, which will be displayed correctly in the WhatsApp conversation.