Considerations

Welcome Message

• The agent doesn’t support rich rendering in welcome messages, so menu options always render as plain text instead of buttons. As a workaround, create a subagent called "welcome" with button options, and invoke it for small talk.
• Agents don’t support multiple welcome messages before reasoning starts. As a workaround, merge multiple messages into a single message or a numbered list.

Escalation

• Escalating directly to a queue or another agent isn’t supported, only escalation to a flow is supported. As a workaround, configure escalation to queues or agents via a flow.

Messaging Components and Channels

• Rich content and messaging components aren’t moved. To format agent responses based on messaging components, set up adaptive response formats.
• The bot’s connected channels and Omni-Flows aren’t moved. See Connect Your AI Agent to Customer Channels.

Knowledge Answers Feedback

• Dialogs that use data from your knowledge base, including those related to Article Answers and Generative Knowledge Answers, aren’t moved. To use knowledge articles with your agent, see Manage Data Sources.
• Agents don’t have an out-of-the-box way to capture feedback on knowledge answers. Action steps in bots that create feedback logs aren’t converted. As a workaround, build the pipeline manually: create a custom object to store feedback, create an Apex class to capture feedback and update the record, update the agent’s instructions to call that Apex, and create custom reports to process the feedback and apply changes to the knowledge articles.

General

• The bot user isn’t moved. Assign the agent user as part of the upgrade process, or after creating an agent, assign it manually from the agent Details page.
• Action steps that use an Apex class or flow are moved, but other action steps, such as those that use object search, aren’t moved. After creating the agent, add custom actions. See Create a Custom Agent Action.
• The bot’s primary language is moved to your agent, but additional languages aren’t. Currently, you can create AI agents from a bot with English as a primary language only. To add additional languages to your agent, see Use Additional Languages in Enhanced Chat Conversations.

Limitations

These bot elements aren’t converted by the Upgrade Agent tool.

• Goals
• Action steps that don’t have an output
• Action steps that are only used for dialog navigation in bots
• File attachments (inbound and outbound)
• Dialogs with more than 11 options, which the agent doesn’t show as buttons

Other Considerations

• The Upgrade Agent tool uses generative AI to create subagents and actions based on your bot’s dialogs, intents, and other information.
• Before activating the agent, carefully review and test it. See Best Practices for Subagent Instructions and Test Your Agent.
• If your bot involves context variable, deploy the agent in messaging embedding channel and test primary use cases.
• Agentforce Service Agent is a consumption-based product that bills based on usage type.