Test Agentforce Service Agent on Email
If you’re using an Omni-Channel flow for routing, test your flow with a new unused routing address. Then, switch to an active routing address when you’re ready.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type. |
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 |
If you set your routing address case owner as the Agentforce Service agent context user, test your configuration by sending an email to the routing address and reviewing the response.
The preview functionality in Agentforce Builder doesn’t show email formatting. It's a messaging-based interface that shows messaging-style output.
The email channel does not use MessagingSession or any context variables derived from it. caseId (the record ID for the case being worked), emailAddress (the end-user’s email address), and recipient (an object containing the contact record ID, available if the case is linked to a contact) context is passed at runtime. These are not mapped to variables in the agent. In your action input instructions, you can reference this info with plain text language likeThe ID of the case.
