Agentforce Platform | Draft or Revise Email

Action Details

Chain Multiple Actions Together

The Draft or Revise Email action can be combined with other actions. For example, the AI agent can help a user summarize a call and then email it to a prospect. Behind the scenes, the Summarize Record action passes the action’s output (a summary) to the Draft or Revise Email action as an input.

The user can combine their requests into a single utterance, or they can make two separate requests.

Examples

• Single Request: “Find the return policy for the Studio Pro headphones and email it to this customer.”
• Single Request: “Summarize the Acme campaign and email it to Sofia Rodriguez.”
• Multiple Requests: “Summarize this case.” And then: “Email the summary to John Smith.”

Best Practices

For optimal results, break up lengthy or complex requests into more specific steps. Also, if the request involves more than one object or the type of object is unclear, include the object name in the utterance.

• Less Effective: “Email the activities of the latest case for Acme to John Smith.”
• More Effective: “Summarize the activities of the latest case for the Acme account, and email it to John Smith.”

Draft or Revise Email and Prompt Templates

This action calls the Draft or Revise Email standard invocable action, which uses internal-only prompt templates to generate and revise email drafts.

Considerations

• If the recipient is a contact or lead, the action assumes the user has the persona of a sales rep. For example, if a service agent uses the action to draft an email to a contact, the generated email could introduce the agent as a salesperson. But if the service agent uses the action to draft an email related to a different object, the email isn’t tailored to a particular persona.
• If the email recipient is a contact or lead, the action can generate a sales introduction email, as well as other types of sales emails, such as a follow-up or check-in. The agent analyzes the user’s request to determine whether the draft is created as an introductory email or other type of email.
• The email’s tone is set by default. For introduction emails, the conversational style is professional and neutral. For other types of sales emails, the conversational style is professional and friendly.
• The Draft or Revise Email action relies on the Send Email global action. Changing the API name of the Send Email global action can cause the Draft or Revise Sales Email action to fail.
• A user can’t send an email directly from the Agentforce panel. They can open the draft in the Salesforce email composer or select Copy to paste it into a client of their choosing.
• Users can’t add a link or attach a file to an email draft directly from the Agentforce panel, but they can make these changes in an email composer.
• The Draft or Revise Email action works best when users specify complete requests, including:
  • The recipient of the email (required).
  • Whether the email is intended for a recipient the user is engaging for the first time.
  • Specific information to include in the draft, such as an invitation to an upcoming conference or a reference to an earlier conversation.
  • When revising, specific elements of the email to change, such as style, tone, or length. If the changes are significant, it can be easier to start over with a new draft.
  For example: “Shoot an email to Luca Donovan to schedule a meeting to check on progress, review the latest features, and introduce Jaxon Reyes as their account representative. Offer multiple time options for them to choose from.”
• If a user’s request doesn’t contain all required inputs or a required input isn’t valid, the AI agent can’t execute the action and generates an error message. The user must make a new request.
• If users specify more than one record in their request, the action can fail. For example, if a user requests an email to a contact and also mentions the name of an opportunity, the agent can return an error. It’s a best practice for users to mention only the record name of the recipient.
• If PII masking is turned on, the generated email can sometimes contain placeholders for the Salesforce data. Users can replace the placeholders with the relevant information before sending the email.
• Supports drafting for multiple recipients (up to 10).
• CC and BCC fields aren’t supported.
• A limit of 10 recipients is enforced to help prevent triggering spam filters.