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            Monitor Emails Sent by an Agentforce Service Agent

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            Monitor Emails Sent by an Agentforce Service Agent

            To view and monitor emails sent by an AI agent, create a custom report or check the case feed for a specific case.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.

            Check markThis article applies to: Agentforce Service agents

            Cross markThis article doesn't apply to: Agentforce Employee agents

            To learn about channel support for other agent types, see the documentation for that type.
            User Permissions Needed
            To create email templates: Lightning Experience User
            To edit public email templates: Modify All Data, Manage Public Lightning Email Templates, or template ownership
            To create Agentforce Service Agent email configurations: Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application
            To edit routing addresses: Customize Application
            To create Omni-Channel flows: Customize Application

            Monitor All Emails in a Report

            Create a report that only shows emails sent by your Agentforce Service agent.

            1. Create a custom report type to show email message records.
              1. From Setup, enter Report Types in the Quick Find box and select Report Types.
              2. Click New Custom Report Type.
              3. Select Email Messages as the primary object.
              4. Add a description and category, and select Deployed to make the report type available to others in your organization.
              5. Save your report type.
            2. On the report types page, open the action menu of your new report type and select Start Report.
            3. In the Outline tab, select Email Message fields to add to your report, such as Parent Case, Message Date, and Subject.
            4. In the Filters tab, add a filter for emails whose Automation Type equals AI-Automated.
              A report built according to these instructions.
            5. Save and run your report.

            Alternatively, to track cases owned by your Agentforce Service agent, create a report that shows all cases whose Case owner is your AI agent’s context user.

            Monitor Emails for a Specific Case

            The case feed shows all emails sent in relation to a case. Emails sent by your Agentforce Service agent in the feed include several visual cues—the AI diamond and the Agentforce icon— and list the sender as the Agentforce Service agent context user.

            The case feed displaying an email sent by an Agentforce Service Agent.
             
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