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Edit the Loading Text for an Agent Action

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Edit the Loading Text for an Agent Action

Loading text tells the user what an agent is doing while an action runs in the background. For editable actions, both standard and custom, you can specify the loading text and tailor it for each action individually.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.
User Permissions Needed
To edit an agent action: Manage AI Agents AND the required permissions for your agent type

After you add actions to your agent, tune each action's loading text as a conversation quality step. When an agent runs an action, there's a short pause while the action works in the background. Loading text fills that pause by telling the user what's happening, such as “Checking on that order now.” You can specify loading text for editable actions, both standard actions that support editing and custom actions. If you don't specify loading text for an action, the agent shows default text, such as “Working,” “Making progress,” or “Checking my notes.”

Loading text is a per-action property, so you edit it on each action individually. Edit loading text in either of two views.

  • Canvas view. The visual action configuration in Agentforce Builder. Canvas view takes a single loading text value.
  • Script view. The Agentforce Script for your agent. In Script view, you can provide multiple phrasings that the agent rotates through.
Important
Important Loading text matters most for voice agents. In a voice conversation, loading text is spoken aloud, so it fills what would otherwise be silence while the action runs and reassures the user that the agent is still working. Write loading text as a natural spoken phrase rather than a short chat label, and keep it to about one sentence. To keep repeated calls from sounding repetitive or robotic, provide several phrasings for the agent to rotate through, as described in Edit Loading Text in Script View. Rotation applies to both chat and voice, depending on the channel, and is especially important for a voice agent speaking with a customer.

Showing loading text in Enhanced Chat conversations requires extra setup. See Show Progress Indicators in Enhanced Chat v1 Sessions.

To edit loading text, put your agent in a draft state. To edit a committed agent, create a new draft.

Test your agent to confirm that the loading text appears as expected. For a voice agent, confirm that it's spoken naturally.

Edit Loading Text in Canvas View

Edit the loading text for a single action from its configuration in Agentforce Builder. Canvas view takes one loading text value per action.

  1. In Agentforce Builder, open the action whose loading text you want to edit.
  2. Turn on Show loading text for this action.
    When this setting is off, the agent shows default text, such as “Working,” “Making progress,” or “Checking my notes,” instead of text specific to this action.
  3. In the Loading Text field, tell the user what the action is doing.
    When Show loading text for this action is on, Loading Text is required.
  4. Save your changes.

Your loading text is saved and appears when the agent runs this action.

Edit Loading Text in Script View

Edit loading text directly in your Agentforce Script. Script view is the only place to give an agent multiple phrasings to rotate through.

In Agentforce Script, two fields control loading text for an action. You edit these fields in the action's block in the script.

  • include_in_progress_indicator. Set to True to show loading text for the action. This field is the equivalent of the Show loading text for this action toggle in Canvas view.
  • progress_indicator_message. The loading text itself. This field is the equivalent of the Loading Text field in Canvas view.

To provide several phrasings for the agent to rotate through, separate them with a literal \n in progress_indicator_message. On repeated calls to the action, the agent cycles through the phrasings in order, using the next one each time, so the conversation doesn't sound repetitive. Rotation is available only in Script view. Canvas view takes a single value.

  1. In Agentforce Builder, open the action whose loading text you want to edit.
  2. Select the Script toggle to switch to Script view.
  3. Set include_in_progress_indicator to True.
  4. Set progress_indicator_message to your loading text. To rotate through multiple phrasings, separate them with \n.

    For example, this value gives the agent three phrasings to rotate through:

    progress_indicator_message: "Let me find that for you.\nOne moment while I pull up your order.\nChecking on that order now."
  5. Save your changes.

Your loading text is saved and appears when the agent runs this action.

 
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