In addition to the prospect assignment rules in Agentforce Builder, sales reps and managers can send leads, contacts, and person accounts to the agent manually or with automated actions.
Required Editions
| Available in: Lightning Experience in Enterprise, Performance, and Unlimited editions with Sales and the Agentforce Lead Nurturing add-on. |
- How an Engagement Agent Processes Each Prospect
Prospects can be assigned to the agent in three ways–when the prospect assignment criteria set within the Engagement Rules in Agentforce Builder are met, by an automated action, or when a sales rep sends a prospect to the agent. The agent takes the prospect through a flexible set of engagement steps. The specific steps taken depend on how the prospect responds. When a prospect is sent to the agent, the record owner doesn't change. - Assign Prospects to an Engagement Agent Manually
In addition to using assignment rules in the Engagement agent settings in Agentforce Builder and automated actions, you can assign prospects you own to the SDR agent manually. - Assign Prospects to an Engagement Agent with Automated Actions
Sales users can assign prospects to an Engagement agent with automated actions. Sales reps can create automated actions for prospects that they own and managers can create actions for prospects that any of their team members own. - Assign Prospects to an Engagement Agent with a Flow
Agentforce Engagement includes an invocable action called Assign Target to SDR. With invocable actions, you can perform complex tasks in Salesforce just by calling the action. To assign prospects to an Engagement agent automatically, you can create a flow that calls this invocable action. - Review, Edit, and Approve Agent Emails
When an Engagement agent is set up with Review Before Send turned on, it puts each generated email into a queue for review by the prospect owner. Emails waiting for review appear in the Activity Timeline on prospect records and in the Engagement Control Center. Agent managers (users with the Configure Engagement App permission) can also approve emails queued for review. - Edit, Reschedule, or Cancel an Engagement Agent Email
To stop an Engagement agent from engaging with a specific prospect that you own, go to the Activity Timeline on the prospect record. Then choose Cancel Agent Outreach next to the next scheduled Engagement agent email. - Troubleshoot Agentforce Engagement Email
When an Engagement agent generates and schedules emails, errors can occur under certain conditions. When an error occurs, the agent cancels all outreach to the prospect and an error appears in the prospect’s Activity Timeline. - Reconnect an Engagement Agent Email Account
Resolve sales agent email connection errors by disconnecting and reconnecting the agent’s email account in Agentforce Builder.