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Build Your Engagement Agent

Configure the details of your Engagement agent based on when and how often you want the agent to perform outreach, language and tone, and when to assign prospects to the agent automatically. Then to start working prospects, activate your agent.

Required Editions

Available in: Lightning Experience in Enterprise, Performance, and Unlimited editions with Einstein for Sales.
User Permissions Needed
To view and configure agents in Agentforce Builder:

Configure Engagement Agent

AND

Sales Engagement Cadence Creator

AND

Automated Actions User
To upload files to a Data 360 data library: Data Cloud Admin
Note
Note The Agentforce Lead Nurturing name has changed to Agentforce Engagement. The new name better describes the work the agent does to nurture existing prospects and differentiates it from the Agentforce Lead Generation agent template.

Watch the video to see how to build your Engagement agent.

  1. Create Your Agent
    1. On the Salesforce Go Agentforce for Sales page, in the Build and Manage Agent section, click Build Agent.
      The Sales Agent Configuration page appears, showing a list of any previously configured agents.
    2. To build an agent, click Configure a New Agent.
    3. On the Select Agent Template page, click the Engagement tile.
    4. On the Getting Started page, select the user record you specified earlier for your agent.
    5. Fill in the agent details including the internal name Salesforce users will see, your company name, the language you want the agent’s emails to use, and a clear description of your company.
      The agent uses your company description to help build its emails and answer prospect questions.
    6. Click Save and Continue.
  2. Email Settings
    1. On the Email Settings page, enter a primary value proposition and key achievements of your business. To see an example of each, click Show Example.
      The agent uses the text you enter to help craft its emails and answer prospect questions.
    2. If you are building your agent from the earlier Engagement (Legacy) template, choose whether you want the agent to Send as Seller. When this setting is on, the agent uses the prospect record owner’s email address, signature, and business hours. The agent also includes an AI disclosure at the beginning of each generated email. Prospect record owners must have a working email address connected to Inbox and must have Einstein Activity Capture turned on. If the owner’s email becomes disabled, the agent can’t send emails to their prospects.
      If you are building your agent from the newer Engagement template, set up Send as Seller in the Cadence Settings for your agent in the Agentforce Builder found in Agentforce Studio. This setting applies to this and all future versions of the agent you create.
    3. If you are building your agent from the earlier Engagement (Legacy) template, to let prospect record owners review, edit, and approve agent emails before they are sent, turn on Require Manual Approval.
      To choose between standard and custom review settings, click Email Review Settings. Standard settings let you choose which outreach types to review, and what action to take if the review is not completed. To flag emails for review according to a custom set of field criteria, use Custom settings.
      For Standard settings, choose:
      • Which types to queue for manual review - Initial Outreach or all outreach.
      • The length of the review window. The range is one hour to 14 days.
      • What to do if the review window expires; cancel the outreach or send it anyway.
      For Custom settings, choose a custom flow that determines which emails to queue for manual review. You must create the flow before choosing it in the agent configuration. For an example flow, see Use a Flow to Queue Specific Agent Emails for Manual Review (Optional).
      Emails awaiting review appear in the Activity Timeline and the Engagement Monitoring page. If Send as Seller is also turned on for the agent, drafted emails omit the AI disclosure and only the record owner can approve emails sent on their behalf.
      If you are building your agent with the newer Engagement template, set up Require Manual Approval in the Cadence Settings for your agent in the Agentforce Builder found in Agentforce Studio.
    4. If you are building your agent from the earlier Engagement (Legacy) template, choose the maximum number of emails you want the agent to send, including both the intro and nudge emails.
      Nudges are follow-up emails sent if the prospect doesn’t reply to the initial outreach email.
      If you are building your agent with the newer Engagement template, set the number of emails to send in the Cadence Settings for your agent in the Agentforce Builder found in Agentforce Studio.
    5. Choose the Message Tone for your agent to use.
    6. Set the AI Disclosure and Opt-Out Message.
      The AI disclosure and opt-out message appear at the end of each email the agent generates. The opt-out message should include instructions on how to reply to opt out of emails.
    7. Select a meeting assignee type for scheduling meetings.
    8. From the dropdown, select which group or user to assign meetings to.
    9. Enter a meeting title. This title is visible to customers on calendar invites.
    10. Select the meeting’s duration.
    11. Select a user who has Inbox enabled as the fallback assignee.
    12. To preview an initial outreach email, use the Preview Email panel. Choose a prospect record and then choose Initial Outreach from the menu. Click Generate Preview.
      You can update the fields until you are satisfied with the preview emails. You can also make changes later if needed.
    13. Click Save and Continue.
  3. Test Agent Responses
    1. On the Test Agent Responses page, you can preview how your agent answers questions using the text, HTML, or PDF files you uploaded to Data 360.
    2. In the Preview Email panel, choose a prospect record and enter a question in the chat field.
      The agent generates an email answering your question. If you aren’t satisfied with the answer email, you can upload additional or different files on this page or later in Data Cloud Setup.
    3. When you are satisfied, click Save and Continue.
  4. Prospect Assignment Rules
    1. On the Assign Prospects page, click the toggles to enable the objects you want the agent to work with.
      Depending on your settings, you can choose leads, contacts, and person accounts.
    2. Choose the field conditions for automatically assigning new or updated records to the agent for outreach. If you choose to assign records to the agent upon record update, only updates to the fields you specify will trigger assignment.
      You can set separate conditions for leads, contacts, and person accounts.
    3. When you are finished, click Save and Continue.
  5. Turn On Qualification (Optional)
    Configure your agent to automatically qualify prospects before scheduling a meeting.
    After you turn on Qualification for an agent, you can’t turn it off. If you want an agent to stop qualifying prospects, deactivate the agent and build a new one.
    1. Go to the Qualification Settings page of Sales Agent Configuration for your Inbound Lead Generation agent.
    2. Click Turn on Qualification.
    3. Click Continue.
    4. In the Data Collection section, enter and then click the field names you want the agent to collect, one at a time.
    5. In the Set Qualification Guidance section, enter a description of your ideal customer profile.
    6. Enter the qualifying questions that your sales reps ask to determine a prospect’s interests, needs, and urgency.
    7. Click Continue.
  6. Review and Activate Your Agent
    1. On the Review and Activate screen, the settings you’ve chosen appear. You can review specific fields by clicking the buttons. To make changes, click Back.
      You can continue to preview the agent output on this page as well.
    2. When you are satisfied, click Activate Agent.
      Your assignment rules take effect and sales users with the Use Engagement Agent permission can begin assigning records to the agent manually.
    3. When the agent is active, a confirmation page appears. To see a list of records and other key metrics about how the agent is working, click Go to Control Center.
      When you first activate your agent, Control Center will appear mostly empty until you begin assigning prospects to the agent.

See Also