Build trust in AI-generated responses by providing source references in Bring Your Own Channel outbound messages. Messaging end users can now verify Agentforce Service Agent's answers against knowledge articles or other sources directly within your custom UI. With source links and character offsets in the outbound message payload, partners can render inline markers or a dedicated sources section.
Where: This change applies to Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. View required editions. Required add-on licenses vary by agent type. Setup for AI agents is available on the desktop site.
When: This feature is available in June 2026.
Who: This change impacts partners who create messaging integrations for Bring Your Own Channel.
See Also
- Bring Your Own Channel for Messaging Developer Guide: Support Agentforce Service Agent
- Bring Your Own Channel for CCaaS Developer Guide: Support Agentforce Service Agent
- Salesforce Help: Build Trust in AI Responses with Citations (can be outdated or unavailable during release preview)
- Increase Transparency with AI Response Citations