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            Set Up Service Agents for Conversational Email

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            Set Up Service Agents for Conversational Email

            The Agentforce agent powers your automated conversations. Before routing email replies, configure an Agentforce Service agent that supports email conversations. This setup ensures responses follow approved templates and comply with legal and brand guidelines. The agent uses these templates to generate consistent, compliant email responses.

            Required Editions

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

            To set up agents for conversational email:

            1. From the App Launcher, enter Agentforce and select the Agentforce Studio app.
            2. Click New Agent.
            3. Select the Agentforce Service Agent.
            4. Provide a name to the agent (for example, Email Service Agent) and complete the remaining fields.
            5. Select or create an Agent’s User Record for this agent.

              To securely access data and perform actions, Service agents operate as an agent user. For more information, see Best Practices for Agent User Permissions.

            6. Add subagents and actions that align with the common questions or tasks your agent handles.

              Subagents and actions define the specific subjects that your agent understands and the tasks it can execute. For more information, see Subagents and Actions.

            7. Within the Agent Builder, go to Agent Definition > Connections.
            8. Click the + button and then click Add Connection.
            9. Select the Marketing Email connection, and click Add to Agent.

              A connection determines which communication channels the agent can monitor and respond to. If you don’t add the Marketing Email connection, incoming email replies aren't routed to this agent. For more information, see Agent Connections.

              Note
              Note Currently, the agent only supports Plain Text response formats. Ensure your agent instructions account for a text-only output.
            10. Select your Escalation Flow, enter an Escalation Message, and click Save.

              Email is an asynchronous channel and this escalation message is used for system transition logging and routing context. It isn’t sent as a visible email reply to the end-user.

            11. Follow the on-screen instructions and click Create.
            12. Within the Agent Builder, go to Agent Definition > Settings > System.
            13. Remove the Welcome Message and click Save.
              Important
              Important Due to a current product limitation, remove the welcome message. If the welcome message remains active, end users must reply to the email thread twice before receiving the agent’s first response.
            14. Click Commit.
            15. After the commit is successful, click Activate to make the agent available for routing.
             
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