Trust and Compliance in Conversational Email

Unsubscribe Management

Conversational Email respects subscriber communication preferences and automatically processes unsubscribe requests.

• Supported unsubscribe methods: All existing unsubscribe methods continue to work. Subscribers can unsubscribe by using one-click unsubscribe links, list-header unsubscribe options, or a custom preference center.
• Reply-based unsubscribe: The system monitors incoming email replies for unsubscribe intent. If a subscriber replies with an unsubscribe keyword, such as Stop or Unsubscribe, the system automatically detects the request.
• Impact on active conversations: When a subscriber unsubscribes through a link, preference center, or email reply, the system removes them from the conversational flow. It then ends any active AI or human rep conversation..
• Communication subscriptions: When a subscriber unsubscribes, the system removes them from the communication subscription associated with the email campaign.
• Promotional and transactional emails: Standard unsubscribe rules apply to promotional emails. If a transactional email has conversational capabilities enabled, a reply with an unsubscribe keyword still immediately ends the active conversation thread.

AI Disclosure Requirements

When an Agentforce agent generates a response, the message must include a disclosure indicating that AI was used.

Templates that Agentforce agents use include:

• A legal disclosure statement (for example, This message was generated using AI.)

• An AI-specific signature identifying the agent (for example, AI Marketing Agent)

Grounded Responses

Agentforce responses are generated using approved company content, brand guidelines, and campaign context to help ensure relevance and policy alignment.

For more information about Salesforce AI trust and data protection practices, see the Agentforce Trust documentation.