Considerations for Using Agentforce Engagement

Agent Configuration and Deployment

• Create and edit all agents in Setup or Agentforce Builder.
• Don’t use change sets or metadata to deploy Engagement agents or agent changes. Doing so can cause the newly deployed or updated agent to stop working correctly.

Agentforce Engagement Consumption of Conversations

• Engagement agents consume units of Conversations when they engage prospects. You can track your Conversation usage in your Salesforce Digital Wallet. Each Conversation consumes Einstein Requests when it accesses the LLM.
• An Engagement agent consumes a Conversation when it sends out the initial email to a prospect. That initial conversation contains all subsequent activities carried out by the agent for that prospect.
• You can cancel an outreach by selecting Cancel Outreach from an email task in the Activity Timeline. If you restart the Engagement agent for the same prospect, the agent consumes another Conversation.
• You choose how and when the agent engages prospects when you configure your Engagement agent. You also select what information that the agent can access to personalize outreach and replies to prospects. As the agent works on a prospect, it uses these settings to know how many times to email proactively and how many times to reply.
• Salesforce allocates a number of Einstein Requests per Conversation to your order when your business purchases Conversations. This allocation approximates the typical consumption pattern of Engagement agent outreach to a prospect using the default agent settings, including nudges and replies.

Email Account Setup and Limits

• Email providers have daily limits. Keep these limits in mind when configuring your Engagement Agent’s Engagement Rules in Setup or Agentforce Builder.
  • To adhere to daily limits, each Engagement agent can send up to 1800 emails a day with a Gmail account. The agent can send up to 9800 emails a day with a Microsoft Exchange account.
  • When the agent reaches the daily limit, it stops sending emails until the next day.
  • Using the Lead Nuturing agent’s email account with another app or to send emails manually increases the risk of exceeding email provider limits.
• An Engagement agent can't prioritize specific email types. For example, you can’t tell the agent to prioritize email replies over nudges.
• You can’t connect the Engagement agent’s email account to any other user.
• The email account connected to an Engagement agent in Salesforce Go or Agentforce Builder must match the address in the Email field of the Engagement agent user record. If not, nudge and reply emails can fail.

Email Send as Seller Configuration

• Send as Seller requires that record owners of prospects assigned to the agent have email addresses configured and connected to both Inbox and Einstein Activity Capture (EAC). Without proper configuration, agent emails can fail.
• Send as Seller includes an AI disclosure at the beginning of each generated email to ensure regulatory compliance. Regulations in your area may differ. You can instruct the agent to omit the disclosure by removing the related instruction from the agent actions by using Agentforce Builder.
• The Require Manual Approval feature omits the AI disclosure from generated emails. The disclosure is omitted because there’s a sales rep reviewing each email.

Email and Activity Capture

• In Einstein Activity Capture setup, the Header-only Email Capture setting within Sync Email as Salesforce Activity affects how the agent generates its emails.
  • When Header-only Email Capture is on, the agent can’t use the email subject or body to understand prospect intent or personalize its responses.
  • Leaving the setting off allows the agent to use the full content of the emails to provide appropriate and accurate responses.
  • If you turn on Agentforce Engagement before you set up Sync Email as Salesforce Activity, you can’t select Header-only Email Capture.
• If a prospect’s email address has the same domain name as the Engagement agent user record's email address, EAC considers the prospect an internal user. EAC doesn't allow the Engagement agent to send any email replies to the prospect.
• To edit or reschedule Engagement agent emails, a user must connect their email account from within their user profile. If the user adds the agent's email address to their profile, an error occurs.

Email Activity Logging

• Email security systems like Proofpoint can prevent prospect replies from being logged as activities in Salesforce.
  • Outbound emails from the Engagement agent send successfully, but security systems can block or quarantine inbound replies.
  • The security systems may flag replies containing opt-out language (such as “Click here to unsubscribe”) as spam or bulk marketing emails.
• Work with your email and security teams to allowlist prospect domains that reply to Engagement agent outreach and to configure security systems to allow responses from these domains. And, review spam filters to relax restrictions to the Lead Nuturing agent’s email address.

Email Open Engagement Tracking

Agentforce Engagement tracks email opens by embedding a transparent, single-pixel image in the email HTML. When a prospect opens the email and the image loads, Salesforce records an Open Engagement.

To ensure accurate engagement data, Salesforce automatically filters out false-positive opens in these cases.

• The email is viewed from a Salesforce domain.
• The email is viewed from a Salesforce Lightning web page.
• The email is viewed from an IP address in a range that you specified on the Filter Email Tracking page in Setup.
• Gmail pre-fetches the tracking image shortly after the email is sent. In this case, Gmail is pre-loading the image before the recipient actually opens the email.
• The sender opens their own email from Gmail or Outlook while logged into the Salesforce Gmail or Outlook extension.

Meeting Scheduling and Ownership

• The agent can assign meetings only to Inbox users with a connected email account in their personal settings.
• If a user isn’t listed as an option during setup, they don’t have Inbox set up or a connected email account.
• If a group isn’t listed as an option during setup, the group doesn’t have at least one Inbox user with a connected email account or it exceeds 15 users.
• When a group is selected as the meeting owner, the agent shows the combined availability of all Inbox users with a connected email account in that group to the customer. The agent then randomly assigns the meeting to one of the available group members.
• For group scheduling to work, give Salesforce permission to view your free/busy time on your Gmail and Outlook calendar.
• When Send as Sellers is enabled, meetings can only be assigned to users, not groups.

Other Considerations

• When Require Manual Approval is on, the record owner has 14 calendar days to approve each email. After 14 days without approval, the agent cancels the email.
• By default, you can add up to 20 sales agents. If you need more, contact your Salesforce account executive.
• When you assign a prospect to an Engagement agent, it begins working the prospect immediately. The agent schedules the first email to be sent within an hour. Sent emails appear in the Activity Timeline. Nudges and replies also appear in the Activity Timeline.
  • If the prospect doesn’t request a meeting or opt out of emails, the agent generates and sends nudge emails according to the schedule in the agent settings.
  • If the prospect replies to any of those emails, the agent replies right away (within working hours), or queues a reply to be sent when your email send limits allow.
• The Owner field on leads, person accounts, and contacts must be filled before assigning a record to the Engagement agent. For contacts, fill the owner field on the related account.
• If Activity 360 Reporting is turned on, Agentforce Engagement doesn’t work