Agentforce vs Converiqo AI: Beyond the CRM Org
Salesforce Agentforce is an agent platform built into the Salesforce ecosystem, strongest when your customer data already lives in Salesforce and Data 360. Converiqo AI (by Mobiloitte) is an enterprise AI workflow automation platform that runs on its own. It answers across nine channels in approved languages and carries requests into field, procurement and vendor work, often alongside Salesforce as the CRM of record.
How do Agentforce and Converiqo AI compare at a glance?
| Capability / Dimension | Salesforce Agentforce | Converiqo AI (by Mobiloitte) |
|---|---|---|
| Built around | The Salesforce org: agents act on CRM records, Flows, Apex and MuleSoft APIs | The conversation and the cross-department work it starts |
| Prerequisites | "Data 360 must be provisioned and enabled for all Agentforce use" | Runs on its own; connects to a CRM of record through its API |
| Messaging channels | Web, phone, apps, messaging, portals, Slack and email; WhatsApp through Salesforce Messaging | Website, WhatsApp, email, SMS, Instagram, Messenger, Telegram, LinkedIn and voice as native channels |
| Voice | Agentforce Voice, on Salesforce Voice with Amazon Connect or partner telephony; help states "supported only in English" | Voice in approved languages, including Arabic, with a pre-launch test console and call dispositions |
| Testing and releases | Testing Center with synthetic conversations, sandboxes, production experiments, observability | Release candidates, validation, scenario tests, release reference |
| Knowledge | Knowledge articles, uploaded files and data libraries, respecting sharing settings | Knowledge approved by a second reviewer, with a cited source on every answer |
| Beyond customer service | IT and HR service agent; supply-chain agent; field service listed as a use case | Employee self-service, procurement to purchase order, field dispatch with proof of service, vendor support |
| Where it runs | Hyperforce public-cloud regions including India; Data Cloud in the UAE "coming soon" | Cloud, private cloud or on-premises (India, Gulf, or dedicated sovereign DC) |
| Certifications (as worded) | "ISO/IEC 27001:2022" covering "Agentforce & Einstein Platform"; "SOC 2 Report - Einstein Platform and Agentforce"; ISO 42001 | Cloud infrastructure SOC 2 Type II & ISO 27001; enterprise platform controls aligned |
Choose Converiqo AI if…
When business operations require native multilingual conversations, sovereign hosting, and cross-department workflows outside the CRM org, Converiqo AI provides a governed, independent operations layer.
Conversations happen in Arabic, Hindi & regional languages
Native voice and text engagement on WhatsApp, Instagram, Telegram or the phone—where your voice agent speaks Arabic (with RTL text) and Indian regional languages without English-only restrictions.
The work continues outside the CRM
A technician dispatch with routes and proof of service, a spare part purchased through RFQ, quote comparison and purchase order, or a supplier question resolved in dedicated vendor workflows.
Business teams run it without platform lock-in
Operated directly by business units with dual-reviewer approved knowledge and scenario-tested releases, avoiding a complex months-long platform implementation project inside your Salesforce org.
Data stays in private cloud or on-premises
Deploy on your own infrastructure or private VPC to satisfy UAE PDPL or Indian DPDP Act sovereignty mandates, without requiring Data 360 provisioning or out-of-region model routing.
Architectural & Operational Deep Dives
Analyzing prerequisites, voice architectures, testing frameworks, and multi-system execution across Salesforce and Converiqo AI.
1What must be in place before the first agent goes live?
The view: platform prerequisites decide how quickly a first journey reaches customers.
The evidence: Salesforce's Trailhead states that "Data 360 must be provisioned and enabled for all Agentforce use" and that features such as the Einstein Trust Layer "don't work without Data 360". Service messaging runs through Salesforce Messaging and Omni-Channel, and Salesforce's admin blog says Agentforce Voice "requires Salesforce Voice to be working underneath it". Converiqo AI (by Mobiloitte) goes live in stages inside its own workspace: access, business rules, approved knowledge, channels, team queues, then tested journeys. It connects to Salesforce or another CRM through scoped API keys and verified webhooks.
2Which languages can the voice agent speak?
The view: in the Gulf and India, a voice agent that speaks only English misses many callers.
The evidence: Salesforce's help page states that "Agentforce Voice is supported only in English". Its marketing page describes English at general availability, with further languages in a phased rollout. Arabic and Indian regional languages for voice are not publicly documented. Converiqo AI runs voice and messaging in the languages and translations your team approves, including Arabic with right-to-left text. Before launch, a voice test console runs scenarios for ordinary conversation, interruption, silence, handoff and action confirmation. After launch, every call gets a disposition and a next action.
3How are agents tested and released?
The view: this is where Agentforce leads, and we say so.
The evidence: Salesforce documents a Testing Center that auto-generates "hundreds of synthetic interactions", sandboxes that mirror production, multi-turn simulation with custom scoring, controlled experiments in production, and observability. Agent Script blends deterministic rules with agentic reasoning. Converiqo AI packages each change as a release candidate with its flow and dependencies. It validates the candidate against knowledge and business data, runs scenario tests for capture, booking and handoff, and publishes with a release reference. Structural workspace changes show an impact preview and keep a rollback path.
4Where does the work go after the conversation?
The view: a resolved question is often the start of a job, a purchase or a supplier exchange.
The evidence: Salesforce lists packaged agents for IT and HR service and for supply chain, and names field service as a use case. A dedicated procurement or vendor-onboarding agent is not publicly documented. Converiqo AI (by Mobiloitte) includes procurement from purchase request through approval, RFQ and quote comparison to purchase order. It also covers field dispatch with routes, check-in, check-out and proof of service, supplier support, and employee self-service for verified requester groups.
5Where is data stored and processed?
The view: residency questions now cover the model call as well as the database.
The evidence: Hyperforce offers regions including the US, UK, Germany, India and Japan. Salesforce's UAE page says "Data Cloud on Hyperforce is coming to the UAE soon". Its help documentation explains that model requests go to the nearest servers and can be re-routed out of region unless "In-Region Model Requests Only" is enabled, a setting available for some models. Converiqo AI can be deployed in the cloud, a private cloud or on-premises, so conversation data and records can stay on infrastructure you choose.
How does a facilities company in Abu Dhabi run with both?
| Step | What happens | Which platform executes |
|---|---|---|
| 1. The call | The voice agent answers in Arabic, confirms the unit and the problem, and reads back the next step | Converiqo AI |
| 2. Customer record | The case is created against the tenant's account through the API, with the call summary | Converiqo AI → Salesforce |
| 3. Technician visit | A plumber is dispatched with a route; check-in, photos and a signed job sheet close the visit | Converiqo AI |
| 4. Spare part | A replacement valve goes from purchase request to approval, RFQ, quote comparison and purchase order | Converiqo AI |
| 5. Supplier question | The chosen supplier asks about the delivery window through supplier support | Converiqo AI |
| 6. Account view | The account manager sees the full case history on the Salesforce record | Salesforce (CRM of Record) |
How do security and governance compare?
Enterprise governance requires robust controls across trust boundaries, customer data privacy, and compliance with national sovereignty standards.
Salesforce Agentforce
Salesforce names Agentforce in scope on its ISO/IEC 27001:2022 certificate and in a dedicated SOC 2 report, with ISO 42001 for Agentforce announced in October 2025.
- •Einstein Trust Layer provides CRM grounding, data masking, toxicity checks & audit trails
- •Zero-data-retention agreements with external foundation model providers
- •Dedicated agent users created with minimal access; contractual MFA requirements
Converiqo AI (by Mobiloitte)
Operates on SOC 2 Type II and ISO 27001 certified cloud infrastructure, with application controls aligned to strict global enterprise and banking standards.
- •Customer records are masked by default; time-limited reveal requires recorded business reason
- •Operator-access logs visible to clients in real-time, filterable by actor and action
- •Multi-factor authentication, OIDC SSO, and granular least-privilege role permissions
- •Private-cloud and on-premises deployment supporting UAE PDPL, India DPDP Act & EU GDPR
What happens as volume grows?
Salesforce describes multi-agent orchestration and long-horizon workflows that span days or weeks, with built-in human oversight checkpoints.
In Converiqo AI, administrators watch installation health, integration readiness and delivery events for every channel on a daily dashboard. Queue monitoring shows waits and handoffs, and the audit log can be filtered by actor and action. A role-scoped Copilot answers operational questions and links directly to the records behind each answer.
Should you replace Agentforce or run both?
For most Salesforce-centred organisations, run both. Salesforce stays the customer record, and Agentforce can keep the agents that work directly on CRM data.
Converiqo AI takes the multilingual conversations, the voice line and the field, procurement and supplier work, and passes outcomes back through verified webhooks with delivery history and retries.
Salesforce also completed its acquisition of Fin (formerly Intercom) in September 2026; see our Fin comparison for details.
Frequently Asked Questions
Key questions on Agentforce prerequisites, voice language capabilities, and CRM coexistence.
Keep Salesforce, add the operations layer: book a 30-minute AI Workflow Audit
We'll take one journey that starts with a customer call or message and show which steps Salesforce already handles, and where Converiqo AI adds languages, voice and field, procurement and supplier follow-through.