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Testing Agentforce Engagement Reply Emails in Agentforce Builder

To see how your Engagement agent generates reply emails to prospects, use the Preview panel in Agentforce Builder. The agent generates its reply email using the prospect’s email response and the Draft Generic Reply Email, Draft Meeting Request Email, Draft Question Answer Email, or Opt Out Lead prompt templates.

Required Editions

Available in: Lightning Experience in Enterprise, Performance, and Unlimited editions with Sales and Einstein for Sales.
User Permissions Needed
To set up Agentforce Engagement:

Configure Engagement Agent

AND

Sales Engagement Cadence Creator

AND

Automated Actions User

In Agentforce Builder, enter testing scenario values, an utterance in the chat window, and view the resulting reply email.

  1. In Setup, enter Agents in the Quick Find box. Then click Agentforce Agents.
  2. In the agent list, click Einstein Sales Development Rep.
  3. On the Agent Details page, click Open in Builder.
  4. On the Subagents tab, click the Respond to Prospect subagent, then click the This Subagent’s Actions tab.
  5. Click the reply action you want to test. Choose either the Draft Generic Reply Email, Draft Meeting Request Email, Draft Question Answer Email, or Opt Out Lead prompt template.
  6. Click the Preview As button.
  7. In the Preview As panel, fill the fields according to what you want to test.
    1. For Email Scenario, choose Reply.
    2. For Record, choose the lead, contact, or person account record you want to test with. This is the prospect the SDR agent will use to customize its email.
    3. For the Email Body field, enter a sample customer reply email such as a product inquiry, a meeting request, an off-topic question, or an email opt-out request. The most recent customer email is used to ground the agent’s reply emails.
    4. For the Record Owner’s Inbox Enabled field, choose whether you want to test as if the record owner has Inbox turned on or not.
    5. When testing reply emails, leave the Agent’s Last Nudge Stage field blank.
  8. To close the Preview Conditions panel, click the Back button.
  9. In the Chat box, enter Respond to this email.
  10. Click Send.

The agent generates an introductory email to the prospect using the parameters you entered. Agentforce Builder shows you the processing performed by the agent while generating the email. Because you aren’t actually sending the generated email during testing, an email scheduling error appears. You can ignore this error.

The email subject and body appear in the Output panel of the reply action you chose to test. Check the email to see if it meets your business requirements.