Agentforce Lead Nurturing Overview

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Note The Agentforce SDR name has changed to Agentforce Lead Nurturing. The new name better describes the work the agent does to nurture existing prospects and differentiates it from the Agentforce Lead Generation agent template.

For a video overview of Agentforce Lead Nurturing, see Scale Your Sales Funnel with Agentforce Lead Nurturing.

By default, you can add one Lead Nurturing agent in Salesforce. If you need more agents, contact Salesforce Support.

The agent can significantly increase your pipeline by

• Sending customized initial outreach emails to prospects using data from the lead, contact, or person account record
• Following up with a nudge email when needed
• Answering specific questions from prospects using information from your company
• Handing off interested prospects to sales reps to book a meeting
• Handling off-topic replies from prospects
• Handling prospect email opt-out requests
• Answering prospect questions with responses grounded in your company data

The Lead Nurturing agent acts as a user in your organization, with its own user record created by the Salesforce admin and specific permissions that allow it to function as an autonomous agent.

Your Lead Nurturing agent can work around the clock, initiating contact with prospects on a schedule you set. The agent generates a customized initial email based on the prospect record details. For increased authenticity and prospect engagement, you can set the agent to send its emails using the prospect record owner’s email address and signature by turning on Send as Seller in agent Setup. To let users approve all agent-generated emails before they are sent, turn on Require Manual Approval in agent Setup

If a prospect doesn’t reply, the agent sends a follow-up. When a prospect replies, the agent detects whether they’re interested, sends a response containing a meeting link from the record owner’s calendar, and copies the sales rep.

When prospects respond with a question, the agent can provide specific answers generated from product and service literature you upload in Setup or in Agentforce Builder. Sales reps can also see past and upcoming emails in the Activity Timeline of the lead.

You can assign prospects to the agent in three ways.

• Assignment rules in the Lead Nurturing agent settings in Setup and Agentforce Builder. These rules are global and apply to all leads.
• Automated Actions created by either a sales rep or manager. These rules apply to prospects owned by the rep, their manager, or the manager’s subordinates. Agentforce Lead Nurturing includes a pre-built automated action to get you started.
• The Assign to Agent action on lead, contact, and person account detail pages and list views.

All Lead Nurturing agent email activity appears in the Activity Timeline of prospects assigned to the agent. To see aggregated agent activity, create reports based on the Email Message object and filter by user. If Review Before Send is on, prospect owners can review and edit agent emails in the Activity Timeline or the Lead Nurturing Control Center.

When an assignment rule, an automated action, or a sales user assigns a prospect to an agent, the record owner doesn’t change. The agent adds the prospect to a special Sales Engagement cadence for Lead Nurturing. This cadence consists of email outreach steps performed by the agent using Agent Actions.

Required Features

The Lead Nurturing agent uses several Sales features to do its prospecting work.

• Agentforce Sales: provides the foundation for prospect outreach, including lead, contact, and person account records.
• Sales Engagement: engages prospects with planned prospect outreach cadences
• Einstein Activity Capture: keeps data between Salesforce and the agent’s email client and calendar apps up to date
• Agentforce: chooses which actions to take and drafts emails
• Einstein Generative AI: drafts emails and creates summaries
• Salesforce Email Productivity: provides Outlook and Gmail integration and performs email tasks
• Automated Actions: adds, removes, and manages prospects in outreach cadences
• Data 360: provides auditing, feedback, the Einstein Trust Layer, Resource Augmented Generation, and analytics

Note If Activity 360 Reporting is on, Agentforce Lead Nurturing doesn’t work.