Agent connections, connection instructions and adaptive response formats
Key Takeaway
A connection links an agent to channels and brings three things for those channels: connection instructions, adaptive response formats and settings such as Omni-Channel flows. The agent's type decides which connections, and so which channels, the agent can use.
A connection is what links an agent to one or more channels, such as messaging apps, email, voice and Slack. You build the agent once and add connections, so you don't rebuild it for every channel.
What a connection contains
A connection bundles three things:
- Connection instructions are behind-the-scenes instructions that guide how the agent reasons and responds on its channels.
- Adaptive response formats help the agent structure replies and send multimedia content such as images, buttons, links and videos.
- Settings include the Omni-Channel flows that route conversations to and from the agent.
In Agentforce Builder, adding connections to one agent cuts repetitive setup and keeps experiences consistent, while the agent still fits each channel.
Picture how a person communicates at work. In Slack, they use text and a casual tone. On a phone call, they use audio and a formal tone. In this analogy, the person stands for the agent, and Slack and the phone call stand for two channels. The connection is what teaches the agent the rules, etiquette and limits of each setting.