Set up and manage Agentforce in Slack
Agentforce makes it possible for an organisation to build custom agents that handle specific aspects of their work. When you deploy Agentforce in Slack, your team can collaborate with agents right where they're already getting work done.
How it works
- Salesforce customers who use Slack on a paid subscription can purchase an Agentforce licence to build and customise agents in Salesforce.
- Add agents created with Salesforce Agent Builder to your workspace or Enterprise Grid organisation to make them available in Slack and assign permissions to determine who can use them.
- Once they've been added to Slack, members can find and message agents that they have access to in the Agentforce tab.
Learn more about Agentforce: Visit the Salesforce website or contact your Slack account executive.
Build an agent in Salesforce
Use the guidance below to get started with building an agent using Agent Builder in Salesforce:
- Get an overview of agents and what they can do.
- Create an agent.
- Customise your agent with topics and actions.
Note: To install an agent in Slack, the agent name must contain the word agent.
Connect Salesforce and Slack
To set up Agentforce in Slack, connect your Salesforce organisation to Slack. You'll need help from an admin in Salesforce to complete this process.
Step 1: Install the Slack platform connector to Salesforce
- Sign in to Salesforce.
- Install (or upgrade if you're using a version other than version 1.4) the Slack connector.
- Select All users, then follow the prompts to install or upgrade the package.
Step 2: Connect a Salesforce org to Slack
- Follow the steps in our Connect Salesforce and Slack guide.
- Once your Salesforce org is connected, you'll need to manually map users if they haven’t already been granted access to Salesforce in Slack during the Slack Sales Elevate setup process.
Step 3: Assign Salesforce permissions
In order to install agents, Slack org owners/admins and workspace owners/admins need to be assigned the View Setup and Configuration system permission in Salesforce for the Slack account that they plan to map to Salesforce.
- Create a new Salesforce permission set that includes the View setup and configuration system permission.
- Once the permission set has been created, search for View setup and tick the box next to the permission. This will also include access to the dependent View roles and role hierarchy permission.
- Assign the permission set to any Slack owners and admins who need to install agents.
Step 4: Map accounts
Connect your members' Salesforce and Slack accounts. When you manually map members in Slack, they'll be prompted to sign in to Salesforce to connect their accounts.
Pro and Business+ subscriptions
Enterprise Grid subscription
- From the Home tab, click your workspace name in the sidebar.
- Hover over Tools & settings, then click Workspace settings.
- Below Administration in the left side bar, select Salesforce organisations. If you can’t see the left sidebar, click Menu in the top-left corner to find it.
- Click on the Users tab.
- Select Add individually and search for the member that you'd like to add. To add members in bulk, click Add by CSV and follow the prompts.
- From the Home tab, click your organisation name in the sidebar.
- Hover over Tools & settings, then click Organisation settings.
- Click on Salesforce, then select Salesforce organisations.
- Click on the Users tab.
- Select Add individually and search for the member that you'd like to add. To add members in bulk, click Add by CSV and follow the prompts.
Tip: Members with the Salesforce admin system role in Slack can connect Salesforce orgs and map accounts.
Add an agent to Slack
Now that Salesforce and Slack are connected, you're ready to add agents.
Step 1: Create an agent connection
First, establish a connection to Slack for your agent in Salesforce:
- Sign in to Salesforce, then select Setup.
- In the Quick find box, search for and select Agents.
- Select an agent.
- Click on the Connections tab.
- Click on Add.
- Below Connection, select API from the drop-down menu.
- Enter a unique integration name.
- Below Connected app, select Slack.
- Click on Save.
Step 2: Install an agent
Once you've established a connection for your agent, add it to Slack.
Pro and Business+ subscriptions
Enterprise Grid subscription
- From the Home tab, click your workspace name in the sidebar.
- Hover over Tools & settings, then select Manage Agentforce from the menu.
- Next to the agent that you'd like to add, click onReview agent.
- Review the permissions that the agent will have in Slack, then click on Install agent.
When adding an agent on Enterprise Grid, you'll first install it and grant access at the org level. You can then add the agent to specific workspaces in your org.
- From the Home tab, click your organisation name in the sidebar.
- Hover over Tools & settings, then click Organisation settings.
- Click on Salesforce, then select Agentforce.
- Next to the agent that you'd like to add, click onReview Agent.
- Review the permissions that the agent will have in Slack, then click onInstall agent.
- Click on Choose workspaces, then tick the box next to the workspaces that the agent should be available in. To make the agent available to any new workspaces in your org, tick the box next to Default for future workspaces.
- Click on Add to workspaces.
- Tick the box next to I'm ready to add this agent, then click on Add agent.
Step 3: Assign access to an agent
By default, no one can use agents in Slack until they're assigned access by an owner or admin.
Pro and Business+ subscriptions
Enterprise Grid subscription
- From the Home tab, click your workspace name in the sidebar.
- Hover over Tools & settings, then select Manage Agentforce from the menu.
- Click on Installed agents at the top of the page.
- Next to an agent, click on Manage Agent.
- Next to Who can use this agent?, click on Edit.
- Choose who can access the agent, then click on Save.
- From the Home tab, click your organisation name in the sidebar.
- Hover over Tools & settings, then click Organisation settings.
- Click on Salesforce, then select Agentforce.
- Click on Installed agents at the top of the page, then select an agent.
- Select User permissions.
- Next to Who can use this agent?, click on Edit.
- Choose who can access the agent, then click on Save.
Remove or uninstall an agent
On the Pro and Business+ subscriptions, you can uninstall an agent. On Enterprise Grid, you can remove an agent from specific workspaces or uninstall it from your organisation.
Pro and Business+ subscriptions
Enterprise Grid subscription
- From the Home tab, click your workspace name in the sidebar.
- Hover over Tools & settings, then select Manage Agentforce from the menu.
- Click on Installed agents at the top of the page.
- Next to an agent, click on Manage Agent.
- Click on Manage in the top-right corner, then select Remove [agent name].
Remove an agent from a workspace
- From the Home tab, click your organisation name in the sidebar.
- Hover over Tools & settings, then click Organisation settings.
- Click on Salesforce, then select Agentforce.
- Click on Installed agents at the top of the page, then click on Manage agent next to the agent that you'd like to remove.
- Select Manage in the top right, then click on Remove from a workspace.
- Tick the box next to the workspace(s) that you'd like to remove the agent from and click on Next.
- Tick the box next to I'm ready to remove this agent, then select Remove agent.
Uninstall an agent from your org
- From the Home tab, click your organisation name in the sidebar.
- Hover over Tools & settings, then click Organisation settings.
- Click on Salesforce, then select Agentforce.
- Click on Installed agents at the top of the page, then click on Manage agent next to the agent that you'd like to uninstall.
- Select Manage in the top right, then click on Uninstall from your organisation.
- Tick the box next to I'm ready to remove this agent, then click on Remove agent.
- Org owners/admins and workspace owners/admins
- Available on paid Slack subscriptions with a Salesforce Agentforce licence