Where agents can be deployed and accessed
Key Takeaway
Agentforce Employee agents serve your workforce in places like the Agentforce panel and Slack, while Agentforce Service agents handle customers on channels like messaging, email, and voice.
Agentforce agents reach people through channels: the messaging platforms, apps, and interfaces where employees work or where customers contact your company. To deploy an agent, an admin connects it to the channels its agent type supports and then activates it.
Channels and agent types
Channel support varies by agent type: some agent types and templates are for your workforce, and others go on customer-facing channels.
Agentforce Employee agents work in employee channels, which include:
- The Agentforce panel in Lightning Experience
- The Salesforce mobile app
- Slack
The Agentforce panel is available in these places:
- Lightning Experience
- The Salesforce mobile app
- The Field Service mobile app
- Sales Cloud Everywhere
Agentforce Service agents handle customer-facing channels. They can connect to:
- Enhanced Messaging channels, for example enhanced Facebook Messenger or WhatsApp
- Bring Your Own Channel
- Enhanced Chat v2
- Service email
- Voice