Considerations

What Isn’t Moved to Agentforce Service Agent

These bot elements aren’t moved or supported by Agentforce Service Agent or the Create Agent from Bot tool.

• Goals
• Knowledge feedback
• Action steps that don’t have an output
• Action steps that are only used for dialog navigation in bots
• Action steps that create feedback logs

These bot elements aren’t moved by the Create Agent from Bot tool, but you can add similar functionality to your agent after creating it.

• The bot user isn’t moved. After creating an agent, you can assign a user to it from the agent Details page.
• The bot’s connected channels and Omni-Flows aren’t moved. See Connect Your AI Agent to Customer Channels.
• System dialogs, such as the Welcome dialog, aren’t moved. You can add a static welcome and transfer message from the agent Details page.
• Dialogs that use data from your knowledge base, including those related to Article Answers and Generative Knowledge Answers, aren’t moved. To use knowledge articles with your agent, see Manage Data Sources.
• Dialogs that transfer the conversation aren’t moved. To transfer conversations, add the Escalation topic to your agent.
• Rich content and messaging components aren’t moved. To format agent responses based on messaging components, set up adaptive response formats.
• Action steps that use an Apex class or flow are moved, but other action steps, such as those that use object search, aren’t moved. After creating the agent, you can add custom actions. See Create a Custom Agent Action.
• The bot’s primary language is moved to your agent, but additional languages aren’t. Currently, you can create AI agents from a bot with English as a primary language only. To add additional languages to your agent, see Use Additional Languages in Agent Conversations (Beta).

General Considerations

• If prerequisites aren’t met, the tool doesn’t launch, and a banner displays the missing licenses or features.
• If you choose a partial set, include any dependent dialogs so that topics and actions generated from those dialogs still capture required inputs and logic.
• The Create Agent from Bot tool uses generative AI to create agent topics and actions based on your bot’s dialogs, intents, and other information.
• For the best results, make sure that your bot follows best practices before you create an agent from it. See Use Intents to Understand Your Customers and Guidelines for the Cross-Lingual Intent Model.
• The agent summary can vary each time that you generate it. For the best results, refresh the agent summary until the generated topics and actions meet your expectations.
• Before activating the agent, carefully review and test it. See Best Practices for Topic Instructions and Test Your Agent.
• Agentforce Service Agent is a consumption-based product that bills based on usage type.