Supported channels for Employee and Service agents

Key Takeaway

Channel support depends on agent type. Employee agents use the Agentforce panel in Lightning Experience, the Salesforce mobile app, Slack, and Enhanced Chat on Experience Cloud sites only. Service agents use enhanced messaging channels, service email and voice.

Agentforce agents reach people through channels, such as Slack, messaging apps, email and voice. The channels an agent can use depend on whether it is an Employee agent or a Service agent. You connect an agent to a channel by adding a connection in Agentforce Builder. The connection tells the agent how to reason and how to format its replies on that channel.

Channels and agent types

Channel support varies by agent type. Employee agents are for internal employees, not for unauthenticated external customers. Service agents are for external customers and partners. The messaging channels of Service agents support both authenticated and unauthenticated external users.

Channel	Employee agents	Service agents
Agentforce panel in Lightning Experience	Yes	No
Salesforce mobile app	Yes	No
Slack	Yes	No
Enhanced Chat	Yes, on Experience Cloud sites only	Yes (Enhanced Chat v1 and Enhanced Chat v2)
Other enhanced messaging channels, such as WhatsApp, enhanced Facebook Messenger and Bring Your Own Channel	No	Yes
Service email	No	Yes
Voice	No	Yes

Enhanced Chat is the one channel both agent types can use.

Agentforce Specialist Study Guide

Checklist progressProgress

0/204Learned

Checklist progressProgress

0/204Learned

Explain how an agent works and its basic building blocks of agent script

0/8

Explain the components and benefits of hybrid reasoning, including how Agent Script functions in Canvas and Script View

0/6

Given a use case, manage deterministic behavior for the agent using mechanisms like filters, variables, and template expressions.

0/8

Given a scenario, select and configure standard topics, custom topics, standard agent actions, and custom agent actions.

0/14

Explain the process for connecting agents to various channels such as digital experience, email, voice, and Slack.

0/9

Supported channels for Employee and Service agents

Learn this concept

Service Agent connections to digital experiences

Learn this concept

Service Agent connections to messaging channels

Learn this concept

Service Agent connections to email

Learn this concept

Service Agent connections to Agentforce Voice

Learn this concept

Omni-Channel routing to a Service Agent

Learn this concept

Employee Agent connections to Slack

Learn this concept

Employee Agent connections to Lightning Experience and Mobile

Learn this concept

Agent connections, connection instructions and adaptive response formats

Learn this concept

Explain the security context in which the agent is actually running, and how it impacts agent action execution

0/7

Given a scenario, identify when to use an Employee or Service agent.

0/2

Given a scenario, identify when it's appropriate to use Agent API

0/6

Prepare for the Exam

Play Today's Certle

Study Community

Ask questions and get the latest info from other Agentforce Specialist studiers.

Go to Discord

Supported channels for Employee and Service agents

Key Takeaway

Channels and agent types

Channel	Employee agents	Service agents
Agentforce panel in Lightning Experience	Yes	No
Salesforce mobile app	Yes	No
Slack	Yes	No
Enhanced Chat	Yes, on Experience Cloud sites only	Yes (Enhanced Chat v1 and Enhanced Chat v2)
Other enhanced messaging channels, such as WhatsApp, enhanced Facebook Messenger and Bring Your Own Channel	No	Yes
Service email	No	Yes
Voice	No	Yes

Enhanced Chat is the one channel both agent types can use.