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
- You’ll need to use Slack on a paid subscription and purchase an Agentforce licence to use Agentforce in Slack.
- Build and customise agents in Salesforce, then add them to Slack to make them available to your members.
- Once they’ve been added to Slack, members can find and message agents that they have access to in the Agentforce tab or message them in channels.
Learn more about Agentforce: Visit our launch guide or contact your Slack account executive.
Build an agent in Salesforce
Use the guidance below to get started with creating an agent using Agentforce Builder in Salesforce:
- Create an agent using pre-made templates for Slack.
- Customise your agent with topics and actions to define its scope and expertise.
- Add the General Slack actions topic to your agent to choose from a set of Slack actions, such as creating a canvas, performing a search and more.
Note: You can only build agents for Slack using the Agentforce Employee Agent type.
Agent templates for Slack
Agent templates allow you to quickly create an agent to handle common tasks. When creating an agent from a template, search for Slack to view the available templates. There are three agent templates available for Slack:
-
Customer Insights Agent
Uses Salesforce data to summarise customer information, find subject-matter experts in Slack and generate customer briefs. -
Employee Help Agent
Resolves internal issues by answering frequently asked questions using internal resources and conversations in Slack. -
Onboarding Agent
Helps to onboard new team members by creating onboarding canvases and answering frequently asked questions from custom knowledge bases.
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: 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.
Step 2: Install the Slack connected app
- From Salesforce, select Set-up.
- In the quick find box, search for and select Connected apps OAuth usage.
- Scroll down to Slack, then select Install on the right.
- Click Install to finish.
Note: People in Slack who don’t have a Salesforce account will need a provisional Salesforce licence to access Agentforce in Slack. Get in touch with your Salesforce account executive to learn more.
Step 3: 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 subscriptions
- From the Home tab, click your workspace name in the sidebar.
- Hover over Tools & settings, then click Workspace settings.
- Below Administration in the left sidebar, select Salesforce organisations. If you can’t see the left sidebar, click Menu in the top left-hand 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 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. Keep in mind that member access for Employee Agents is assigned automatically based on permissions in Salesforce. If you’re installing an Agentforce Service Agent, make sure to assign member access when installation is complete.
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 subscriptions
- 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.
First, install and grant the agent 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.
- Tick the box next to the workspace(s) that the agent should be available in.
- Click on Add to workspaces.
Manage Agentforce agents in Slack
You can manage agents in Slack by editing their profile, assigning member access and uninstalling them.
Edit an agent’s profile
Owners, admins, Agent Builders and assigned Agent Managers can edit an agent’s profile directly in Slack. To change the profile picture, adjust suggested prompts or assign additional agent managers, follow the steps below:
- From your desktop, click Agentforce in your sidebar.
- Click Managed by you in the sidebar.
- Next to an agent, click the three dots icon, then select View agent profile.
- Click Edit.
- Edit the profile fields that you’d like to change, then click Save.
Assign access to a Service Agent
By default, no one can use Agentforce Service Agents in Slack until they’re assigned access by an owner or admin.
Pro and Business+ subscriptions
Enterprise subscriptions
- 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 subscriptions, you can remove an agent from specific workspaces, or uninstall it from your organisation.
Pro and Business+ subscriptions
Enterprise subscriptions
- 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 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 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.
Who can use this feature?
-
Workspace owners/admins (Pro and Business+ subscriptions)
org owners/admins (Enterprise subscriptions) - Available on paid Slack subscriptions with a Salesforce Agentforce licence