Monitor Emails Sent by an Agentforce Service Agent

To view and monitor emails sent by an AI agent, create a custom report or check the case feed for a specific case.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.

Check mark This article applies to: Agentforce Service agents

Cross mark This article doesn't apply to: Agentforce Employee agents

To learn about channel support for other agent types, see the documentation for that type.

User Permissions Needed
To create email templates:	Lightning Experience User
To edit public email templates:	Modify All Data, Manage Public Lightning Email Templates, or template ownership
To create Agentforce Service Agent email configurations:	Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application
To edit routing addresses:	Customize Application
To create Omni-Channel flows:	Customize Application

Monitor All Emails in a Report

Create a report that only shows emails sent by your Agentforce Service agent.

Create a custom report type to show email message records.
1. From Setup, enter Report Types in the Quick Find box and select Report Types.
2. Click New Custom Report Type.
3. Select Email Messages as the primary object.
4. Add a description and category, and select Deployed to make the report type available to others in your organization.
5. Save your report type.
On the report types page, open the action menu of your new report type and select Start Report.
In the Outline tab, select Email Message fields to add to your report, such as Parent Case, Message Date, and Subject.
In the Filters tab, add a filter for emails whose Automation Type equals AI-Automated.
Save and run your report.

Alternatively, to track cases owned by your Agentforce Service agent, create a report that shows all cases whose Case owner is your AI agent’s context user.

Monitor Emails for a Specific Case

The case feed shows all emails sent in relation to a case. Emails sent by your Agentforce Service agent in the feed include several visual cues—the AI diamond and the Agentforce icon— and list the sender as the Agentforce Service agent context user.