Employee agent access for end users
Key Takeaway
An Employee agent runs as the logged-in user. Users need a permission set or profile that grants access to the specific agent, and their own access then decides what the agent's actions can see and do.
An Agentforce Employee agent (Employee agent for short) is an agent for internal users. It runs as the person who is logged in, not as a separate agent user. Two things decide what an end user gets from it. First, a permission set or profile must grant the user access to that specific agent. Second, the user's own profile, permission sets, field-level security and sharing decide what the agent's actions can see and do.
Who Employee agents are for
Employee agents are for internal users who work in any of these places:
- Lightning Experience
- The Salesforce mobile app
- Slack
- An Experience Cloud portal
Employee agents are not for unauthenticated external customers. Customer-facing use belongs to Service agents instead. Service agents connect to enhanced Messaging channels, which support both authenticated and unauthenticated external users.
Connecting an Employee agent to Slack or to mobile apps needs additional authentication or licensing steps.