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            Human Rep Experience

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            Human Rep Experience

            Agentforce agents respond within the original email thread using the same From Address and From Name as the marketing email. They have access to the full conversation history and use plain-text response templates when replying.

            Required Editions

            Available in: Salesforce Enterprise and Unlimited Editions with Marketing Cloud Next Advanced Edition

            When the system escalates a conversation to a human rep, they can view the complete conversation history. Reps reply within the same email thread.

            Recipient replies received within 30 days of the most recent outbound email continue to route to the assigned representative according to your configured routing rules.

            Currently, reps can’t initiate new outbound conversations. They can reply only to existing conversations that are routed or escalated to them.

             
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            Salesforce Help | Article