Manage Conversation Recommendations for Employee Agents

To manage conversation recommendations for an Agentforce Employee agent, use the settings for Conversation Recommendations on the Welcome Screen and Conversation Recommendations in Agent Responses to turn them on or off as needed. Welcome recommendations appear in the Agentforce panel when it opens from most supported record pages or list views. In-conversation recommendations appear during an active conversation in response to user messages. Each type of recommendation is controlled by a separate setting.

Required Editions

Note Welcome recommendations and conversation recommendations are controlled by separate settings. Turning off one setting doesn’t affect the other. For example, welcome recommendations can still appear if conversation recommendations are turned off, and conversation recommendations can still appear if welcome recommendations are turned off.

Available in: Lightning Experience

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

User Permissions Needed
To build and manage Employee agents:	Manage AI Agents OR Customize Application

1. From Setup, in the Quick Find box, enter Agents, and then select Agentforce Agents.
2. On the Agentforce Agents Setup page, click the name of your agent to open its Details page.
3. From the Agent Details page, select the System Messages tab, and then turn on or off Conversation Recommendations on the Welcome Screen.
   You can use this option to control welcome recommendations that appear when the agent panel opens.
4. From the Agent Details page, select or clear Conversation Recommendations in Agent Responses.
   You can use this option to control in-conversation recommendations that appear during a conversation.
5. Save your changes.

To personalize the start of agent conversations, administrators can configure welcome recommendations that appear on the Agentforce panel welcome screen. These recommendations guide employees toward the most relevant or frequently used actions. See Customize Welcome Recommendations for Agentforce Employee Agents in Agentforce Builder.

• Customize Welcome Recommendations for Agentforce Employee Agents in Agentforce Builder
  To customize welcome recommendations for Agentforce Employee agents in Agentforce Builder, administrators must add a minimum of three and up to twenty recommendations, each between 5 and 50 characters. After the agent is activated, the configured recommendations appear on the welcome screen when the Agentforce panel opens. Users can then select a recommendation to begin a conversation.