Considerations for Agentforce Service Agent on Email

Some features aren’t supported in Agentforce Service Agent on Email. Review considerations and limitations for this tool.

Email Processing and Responses

The Service agent processes and responds only to text in the email subject and email body, and not to any images or attachments. The email connection must be in place before an agent can use the email's subject as context for the response.
Email responses sent by the Service agent are asynchronous, and response times can vary.
Agentforce responds in the end-user's language if it's included in the agent's configured allowed languages. If the end-user's language isn't in the allowed list, the agent responds in the configured default language. If no language is configured, the agent defaults to English.
To prevent auto-response loops, Agentforce for Service on Email doesn't respond to inbound emails whose headers contain common indications of automated responses, such as out-of-office notifications. Review our recommended forwarding configurations to make sure your inbound emails don't contain auto-response headers.
Agentforce doesn't process new inbound emails on closed cases.
Agentforce always sends an email response unless a human escalation is requested or a runtime error occurs. Instructions to suppress a response or take no action aren't supported.

If you want to intervene in a conversation, reassign the case from the AI agent to yourself.
Agentforce doesn't automatically close cases when the conversation ends. You can create a scheduled Flow to close old cases based on the criteria you choose.
In case of a runtime error, a case comment is created with error details and the case is reassigned to the default case owner for your organization.
For the Service agent to use Case Assignment Rules, you'll need to give the agent's user record the View case permission. And for the Service agent to update a case, you'll need to give the agent's user record both the View and Update case permissions. Keep the principle of least privilege in mind, and don't assign permissions to your Service agent that it doesn't need to do its job.

When you select Reply All on an email configuration, replies are limited to 20 recipients between the To and CC fields.
If a single inbound email is sent to multiple routing addresses and a case doesn't already exist for the thread, a case is created for each routing address. The service agent will respond to one case, and add a comment to the other cases, pointing them to the case containing the actual response.
If multiple inbound emails are received in quick succession on the same case, the service agent may not reply to each email individually. Instead, the agent may respond to all of the email messages in a single reply to the most recent email.

The organization preference "Place User Signatures before Email Threads," which controls whether the signature appears before or after the original message quote, applies to user signatures defined in the Email Setup page only. It doesn't apply to the signature you created when configuring Agentforce Service Agent on Email.
The Welcome and Error system messages are not used by Agentforce Service Agent on Email.
For agents built in the legacy Agentforce Builder without the Service Email Connection enabled, every email creates a new session. Context variables set by agent actions aren't maintained between sessions.

MessagingSession record isn't available to the Service agent when using the email channel.
Salesforce for Outlook Email-to-Case routing addresses aren't supported.
Inbound emails handled by the Service agent count against your Agentforce for Service on Email daily transaction limit, which is 5,000 by default. To request a limit increase, make sure you have a consistent history of successful usage up to the transaction limit in production, and then contact Salesforce Customer Support.

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