Salesforce Docs Portal

Customize Conversation Recommendations for Agentforce Employee Agents in Agentforce Builder

Customize conversation recommendations to suggest prompts your employees can use with your Agentforce Employee Agent, so they can select a prompt to start a conversation instead of typing from scratch. Conversation recommendations include welcome recommendations that appear on the welcome screen when the Agentforce panel opens, and recommendations that appear after agent responses during a conversation.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.
User Permissions Needed  
To build and manage Employee agents:

Manage AI Agents

OR

Customize Application

Before you begin, set up Data Cloud. Data Cloud is required only for recommendations that appear after agent responses. Without Data Cloud, these recommendations don't appear, even when Recommendations After Agent Responses is turned on. Welcome recommendations don't require Data Cloud.

Customize Conversation Recommendations in Agentforce Builder

Important
Important To make changes to your agent, the agent version must be in a draft state. You can't edit a committed version. To make changes, create a draft, which creates a new, editable version.

To customize conversation recommendations in Canvas view, your agent must be in the new Agentforce Builder. If your agent is in the legacy builder, see Upgrade an Agent from the Legacy Builder to the New Builder.

  1. From the App Launcher, enter Agent, and select Agentforce Studio, and then click Agents.
  2. Click the name of the Agentforce Employee agent that you want to customize.
  3. In the Explorer panel (1), open Settings (2) and click System (3).
  4. Under Conversation Recommendations, turn on Recommendations After Agent Responses (4).
    Use this option to show dynamic prompts that the agent suggests during a conversation.
  5. Turn on Recommendations on the Welcome Screen (5).
    Use this option to control welcome recommendations that appear when the Agentforce panel opens.
  6. For Type of Welcome Screen Recommendations (6), select Static or Dynamic.
    Static lets you define custom prompts. Dynamic lets the agent generate prompts based on page context—the current page your user is viewing (such as a record page, list view, or app home page). For example, if a user opens the agent while viewing a Case record, the agent suggests prompts like "Summarize this case" or "Draft a response."
  7. If you selected Static, enter a prompt in Recommended Prompt (7), and then click Add Prompt (8) to add more.
    Add at least 3 and up to 20 prompts, with each prompt containing 5–50 characters. Up to three prompts appear on the welcome screen at a time. The order of the prompts in the list determines priority among matching prompts.
    Which prompts appear depends on how well each one matches the page your user is viewing, such as a record, list view, or app home page. Write meaningful, clear prompts, and use your full list of up to 20 to cover different pages or record types, so the agent can match the most relevant ones to each page.
    Conversation recommendations turned on in Agentforce Builder canvas view
  8. Save your changes.

After you activate your agent, the configured prompts appear on the welcome screen when the Agentforce panel opens, and the agent suggests dynamic prompts during a conversation.

You can also configure conversation recommendations in Script view. Under system, define them in a recommended_prompts block, and set welcome_screen and in_conversation to True or False, and list the welcome prompts under starter_prompts. 

recommended_prompts:
    welcome_screen: True
    in_conversation: True
    starter_prompts:
        - "Summarize Acme Account"
        - "Get Details for Global Media"
        - "Draft an email to Jon Amos"

Customize Welcome Recommendations in the Legacy Builder

  1. From Setup, in the Quick Find box, enter Agent, and then select Agentforce Agents.
  2. Click the name of the Agentforce Employee agent you want to customize welcome recommendations for.
  3. If your agent is active, deactivate it.
  4. From the Agent Details page, select the System Messages tab.
  5. Select Create Your Own and add your welcome recommendations.
    Add at least three and up to twenty welcome starter recommendations, with each prompt containing 5–50 characters. Up to three prompts appear on the welcome screen at a time. The order of the prompts in the list determines priority among matching prompts.
    Which prompts appear depends on how well each one matches the page your user is viewing, such as a record, list view, or app home page. Write meaningful, clear prompts, and use your full list of up to 20 to cover different pages or record types, so the agent can match the most relevant ones to each page.
  6. Save your changes.