Agentforce Updates & Release Notes

Bring the power of assistive and autonomous AI to your business with Agentforce.

Agentforce Observability: Create Scorers via API, Interaction-Level Metrics, SOMA and Voice Session Trace Additions, Changes to Billing and Consumption

Custom scorers are now generally available (GA) via API. The Session & Intents view has new columns that showcase Scorers and Error data. Session Tracing includes more granular multi-agent and metrics' breakdown. This release also provides new service level metrics to better gauge your agent's interaction with customers and how they affect your credit usage and billing.

Customize Conversation Recommendations in Agentforce Builder Script View

You can now customize conversation recommendations for Agentforce Employee agents directly in Agentforce Builder's Script view. Conversation recommendations refer to both welcome recommendations, which appear on the welcome screen when the Agentforce panel opens, and in-conversation recommendations, which your agent suggests during a conversation. Use them to guide employees to your most relevant and frequently used actions.

Guide Your Users to Agent Conversations from Lightning App Home Pages

Welcome recommendations are prompts that suggest ways to start a conversation with an Agentforce Employee agent, so your users can select a prompt instead of typing a message from scratch. Welcome recommendations are available only for Agentforce Employee agents in Lightning Experience, in both Agentforce Builder and the legacy Agentforce Builder. They now appear on supported Lightning app Home pages, including Sales Home, Service Home, Marketing Home, and custom application Home pages. Previously, they appeared only on record pages and list views.

Control Which Model Each Subagent Uses in Agentforce Builder

Select the model that gives your subagent the best balance of speed and reasoning depth for its specific job. For example, a subagent that performs simple tasks can run on a smaller model and one that manages complex tasks can use a larger one. Previously, you could only set a model for a subagent with Agent Script.

Deploy Agentforce Employee Agents on Enhanced Chat v2

Give your employees a chat experience optimized for modernized features and agentic use cases. You can now deploy Agentforce Employee agents on Experience Cloud sites with Enhanced Chat v2.

New Web Search Data Libraries Aren't Supported in the Agentforce Data Library

The Agentforce Data Library no longer supports creating web-based data libraries. You can still view and use your existing web search data libraries.

Test Prompt Templates in Agentforce Testing Center (Beta)

Surface patterns and edge cases missed in smaller-scale testing when you run tests at scale. Test your prompt templates by selecting Prompt Templates as the test type in Agentforce Testing Center. Build test cases and manage test suites, all in a spreadsheet-inspired interface that makes it easier to validate and debug.

Toggle Intelligent Context Processing On or Off in Agentforce Data Libraries

Enable or disable Intelligent Context processing for file-based data libraries. Intelligent Context improves retrieval accuracy for tables and infographics, and is enabled by default.

Get Real-Time Updates on Your Agentforce Data Library Build and Resolve Issues Faster

Track the progress of your Agentforce Data Library build stage by stage, and use links to relevant objects to review and resolve issues faster.

Choose a Transcription Model for the Speech to Text Agent Action

Use the Transcription Model parameter on the Speech to Text action to control which model converts audio to text. Choose the model that best fits your transcription needs, such as audio quality, language, and data handling requirements. This parameter is available in Agentforce Builder, Flow, and REST.

Quickly Access Enhanced Chat v2 Deployment Options in Agentforce Builder

Spend less time switching between setup pages for Enhanced Chat v2 deployments. You can now preview an Enhanced Chat channel's deployment or copy its code snippet from the channels table in Agentforce Builder.

Route Agentforce Voice Calls Globally with Dynamic Routing

Expand call routing globally with Dynamic Routing, a new communication protocol for Agentforce Voice. PSTN is limited to the US and Canada. SIP requires a dedicated integration with a vetted telephony partner. Dynamic Routing removes both barriers. It works worldwide and doesn't require a SIP trunk or telecom resale agreement.

Set Context Variables Faster for More Accurate Agent Previews

When you preview an agent, it’s easier to find where to set initial variables so your agent’s preview behavior accurately reflects your user’s context. Previously, you viewed and edited variable values in the Variables tab in the bottom panel, next to Trace. Now you set and override variable values in the new Context Variables tab, which is more discoverable at the start of a session. We’ve also added an icon to warn you when your agent uses a linked variable that’s set for you in production, but isn’t set in preview—for example, a value that’s filled from the Messaging Session object when your agent is live on a Messaging channel. To track variable values throughout the session, you can still use the Variables tab in the bottom panel.

Agentforce Observability: Insights Page Retirement and Model Selection

Agentforce Studio's Insights page is retiring in July 2026. Observability data moves to Analytics dashboards for a comprehensive view of session and intent analysis. Agentforce Observability also now uses your org-level LLM provider selection.

Create AI-Powered Service Channels from Your Knowledge Base

Quickly build AI-powered service channels grounded in your knowledge base using Quick Service Agent Configuration. This process can create your self-service help portal, Voice channel, or web chat and power them with Help agent, built on the Agentforce Service agent template. This process handles setup and prerequisites automatically, letting you launch channels without the overhead of Experience Cloud sites or user profiles. Use these channels to provide 24/7 support and deflect cases.

Select Gemini for Agentforce

Select Google Gemini for LLM requests in Agentforce. This option is an alternative to the existing Salesforce Default option, which uses OpenAI, and the AWS-Hosted option, which uses Anthropic. The Google Gemini option uses Gemini 3.5 Flash. Google Gemini is supported for agents built in the new Agentforce Builder only. Don't select Google Gemini if you have active agents created in the legacy Agentforce Builder.

Sharper Transcription and More Natural Voice for Agentforce Voice

Your voice agents now deliver sharper transcription and better natural speech output—no configuration or restart required. Transcription is more accurate in noisy environments, with accented speech, and with specialized terminology. Non-English personas also now support custom International Phonetic Alphabet (IPA) or Carnegie Mellon University (CMU) pronunciations, giving them the same customization options as English-speaking agents.

Chat with Agentforce in 24 More Languages (Beta)

In addition to English, Japanese, French, German, Italian, Japanese, Portuguese, and Spanish in certain locales, Agentforce now supports 24 more languages.

Gain Insights Into Agentforce and Generative AI Consumption

Monitor your AI usage and consumption. The new AiAgentGenerativeAiUsage model contains your Agentforce and generative AI usage including metered and unmetered usage. Updates to the data occur every 5 minutes. Write Data 360 queries and build reports and dashboards. Conduct usage analytics and gain actionable insights into AI consumption across your entire organization.

Create Agents in the New Builder Only Starting July 2026

Starting the week of July 13, 2026, the New Agent button will no longer be available in legacy Agentforce Builder in Setup. You’ll only be able to create agents in Agentforce Builder in Agentforce Studio. This change doesn’t affect your existing agents in the legacy builder. You’ll still be able to edit, activate, version, and otherwise manage them. We recommend upgrading your agent from the legacy builder to the new builder, which creates a version of your agent in the new builder. The new version includes all of the original agent’s subagents, actions, system messages and settings, data, and connections, converted to Agent Script.

Edit Subagents in the Asset Library

You can now edit subagents directly in the Asset Library in Setup. Updating a subagent in the Asset Library doesn't impact current agents, which use a copy of the original subagent.

Agentforce Observability: Refined Agent Analytics and Custom Scorers (Beta)

Get a unified view of agent performance with Refined Agent Analytics, which combines Service Agent Analytics and Employee Agent Analytics in one place with more than 40 metrics. Use Custom Scorers (Beta) to evaluate sessions against your own KPIs alongside Salesforce standard quality metrics.

Unlock Agent Interoperability with MCP for Agentforce

Empower your agents with capabilities across providers with Model Context Protocol (MCP) for Agentforce. MCP is an open standard for seamlessly connecting AI models to external systems. We’ve built an MCP client into Agentforce, so the complex, manual work of integrating systems–including API connectivity, authentication, and data access–is done for you. MCP for Agentforce and its suite of features makes it easy for you to register and manage MCP servers, create policies to govern agent behavior, and give your agents secure access to MCP server tools.

Protect Connections to Your External APIs and MCP Servers with Agentforce Policies

Create policies to protect connections to your external API and MCP servers so that agent tools can securely and properly access those services. Control access, set usage limits, and support governance standards.

Create and Deploy Voice Enabled Agents in the New Agentforce Builder

You can now build, customize, and deploy voice-enabled service agents in the new Agentforce Builder. Use Agent Scripts and multi-step workflows within the new builder to build your voice-enabled agents.

Expanded Global Language Support with Agentforce Voice (Beta)

Agentforce Voice now supports additional global languages beyond English and French, allowing you to reach a broader audience. These languages are currently supported in Beta.

OpenAI Search Provider in the Search the Web Agent Action Is Now Generally Available

Get relevant, real-time web search results within your AI agents by using OpenAI as a search provider. OpenAI as a search provider, which is now generally available, includes an update to the underlying web search model since the beta release.

Increase Trust with Citations in Bring Your Own Channel

Build trust in AI-generated responses by providing source references in Bring Your Own Channel outbound messages. Messaging end users can now verify Agentforce Service Agent's answers against knowledge articles or other sources directly within your custom UI. With source links and character offsets in the outbound message payload, partners can render inline markers or a dedicated sources section.

Easily Upgrade Agents from the Legacy Builder to the New Builder

Upgrade an agent from the legacy Agentforce Builder in Setup to the new Agentforce Builder in Agentforce Studio, with just a few clicks. Previously, you had to manually recreate your agent in the new builder. Now, you simply specify the agent and version that you want to upgrade, and then we create a new version in the new builder for you. The upgraded agent includes all of the original agent’s subagents, actions, system messages and settings, data, and connections, converted to Agent Script. Plus, after you upgrade, Agentforce can optimize your agent for Agent Script to improve your agent’s reliability and performance.

Build an Agent Script-Powered Agent End to End with the Updated Implementation Guide

The Agentforce Implementation Guide is our most comprehensive, hands-on resource for building agents on the Salesforce Platform. We’ve updated the guide for the new Agentforce Builder in Agentforce Studio. Follow along to build a more deterministic agent with Agent Script and see the power of hybrid reasoning in action. Take advantage of new testing capabilities with the enhanced preview and debugging experience in Agentforce Builder and the new Agentforce Testing Center in Agentforce Studio. Plus, learn how to get the most out of your agent with an updated Observability guide. Complete the implementation guide to get a fully functional customer-facing agent that can answer customer questions, create and update cases, and escalate to a support rep.

Route Agentforce Voice Calls Using SIP

Take advantage of the internet’s cost-effective and flexible virtual connection. Route calls to an Agentforce Service agent using Session Initiation Protocol (SIP). This protocol transmits calls over the internet. Previously, you could route these calls with a Public Switched Telephone Network (PSTN) phone number only.

Transform Your Customer Experience with Voice-Enabled Agents in Enhanced Chat v2

Scale your operations and decrease agent handle time by offering customers a more engaging and accessible way to interact with your service agents. With Agentforce Voice for Enhanced Chat v2, customers can seamlessly switch between text and voice mode. Easily set up a voice-enabled service agent and customize it to meet your unique business needs in Agentforce Builder.

Elevate Your Enhanced Chat v2 Deployments with More Customization and Reliability

Strengthen your brand presence and keep conversations flowing with Enhanced Chat v2 customization and messaging enhancements. Control the chat window dimensions and background colors. Improve the end-user experience with read and delivery receipts, smoother message rewrites, and improved auto-response messages, including inactivity notifications.

Build Agents Faster and Ensure Consistency with Connection Inputs for Marketing Email

Reduce setup time and keep experiences on-brand with the new signature and disclosure inputs for the Marketing Email connection. By default, connection inputs and their settings are shared across all agents that have the connection. When you customize a specific agent’s connection inputs, it doesn’t impact other agents that use the connection. Similar to variables, you can use connection inputs throughout your agent’s reasoning and interactions. Input values can’t be changed during a conversation.

Orchestrate Other Agents (Beta)

Extend your agent’s capabilities with Multi-Agent Orchestration for Agentforce (Beta). Connect your Agentforce agent with other specialized Agentforce agents in your Salesforce org. Together they can collaborate seamlessly on complex tasks. By providing a single, unified point of contact, connected subagents help your users accomplish more without juggling multiple disconnected sessions.

Prepare for Updated Model for AWS-Hosted Option in Agentforce

The AWS-Hosted option for Agentforce will use Anthropic Claude Haiku 4.5 on Amazon Bedrock later this month. It currently uses Claude Sonnet 4, which is in the Legacy state on Amazon Bedrock.

New and Changed Agent Script Functionality

Use Agent Script to build agents that blend deterministic logic with the reasoning power of LLMs.

New and Changed Standard Agent Actions and Subagents

Quickly add powerful functionality to an agent with new and changed standard agent actions and subagents.

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Learn more about our latest release, designed to help you connect to customers, employees, agents, and operations in a whole new way.

Agentforce 360 is our boldest release yet, shaped by thousands of real-world customer deployments.

This release introduces a new Agentforce Builder for faster agent development, Agent Script for greater control of agent behavior, Agentforce Voice for natural on-brand conversations, and Intelligent Context to ground agents in your complex unstructured data.

Explore Agentforce 360

Agentforce Builder

Agent Script

Agentforce Voice

Intelligent Context

Everyone can now build and control reliable agents with Agentforce Builder

With Agentforce Builder, teams can now craft, test, and refine agents in a single, conversational workspace. Whether you're a seasoned developer or a natural language builder, you can ditch the separate build, test, and deploy cycles. Revolutionize your workflow with "vibe-building," instant editing in doc-like, canvas, or script views, and one-click simulations with real-time debugging. Iterate radically faster, safer, and more collaboratively than ever before. Every agent compiles into a portable JSON file, making versioning and sharing a breeze, while our enterprise-grade security and privacy controls ensure top-tier governance.

Key capabilities include:

• Unified workspace: Collapse drafting, testing, and deployment into a single interface, eliminating the traditional build-test loop.
• Multi-view editing: Switch seamlessly between a doc-like editor with autocomplete in a low-code canvas, and a script view to match any workflow.
• Rapid iteration with simulation and live debugging. Preview real user interactions in real time, view trace data for each reasoning step, and adjust instantly.
• Enterprise-grade governance: Built on Salesforce’s security and privacy features to ensure compliance and safe deployment.
• Agentforce Vibes: An AI coding partner that collaborates like a pair programmer, understanding your Salesforce project context and executing on your behalf to accelerate development.

Control agent behavior with Agent Script

Agent Script is a new scripting language for controlling agents. It combines the creativity of AI with the predictability of code so that agents perform the exact way you want them to, every time. Agent Script allows you to define agent behavior with a human-readable expression language, which enables conditional logic, precise tool use, and guided, deterministic controls. This new level of control empowers Agentforce to tackle even your most complex tasks with confidence.

Key Capabilities include:

• More predictable agents - Agent Script is a new scripting language designed for controlling agents. This human-readable, portable JSON expression language allows teams to define complex agent logic, including conditionals, “if/then” rules, and hand-offs - all with programmatic precision.
• Hybrid Reasoning in the Atlas Reasoning Engine: The Atlas Reasoning Engine is now configurable, enabling teams to balance the inherent creativity of LLMs with the certainty of structured business logic, enabling more predictable and reliable agent behavior.
• Flexible, expanded model choice: Agentforce now supports Google Gemini as a model for the Atlas Reasoning Engine, joining Open AI and Anthropic on Amazon Bedrock to enable even greater choice for what models Agentforce uses to reason and plan.

Create unified, dynamic experiences that delight with Agentforce Voice

Leave long waits and frustrating phone menus behind. Agentforce Voice delivers natural, human-like conversations that capture your brand's unique tone and personality, and connect seamlessly to every part of your business. With 80% of all inquiries starting by phone, we're transforming every call into a dynamic, real-time interaction that is fully integrated into every Salesforce application. We put each agent through thousands of real-world scenarios—including noisy backgrounds, distracted callers, and complex, multi-step processes—to ensure reliable, enterprise-ready performance. The result? Stronger customer relationships and measurable ROI.

Key capabilities include:

• Fully personalized voice agents: Each AI agent speaks in a voice aligned to the company’s brand, trained on its data, tone, and contextual knowledge.
• Ultra-realistic, low-latency interactions: Built for real-time responsiveness, Agentforce achieves near-human conversational flow while executing actions such as updating CRM records, triggering workflows, or calling APIs - with full auditability through Data 360.
• Seamless integration: Natively connected to Salesforce, Agentforce Voice extends across the contact center stack with first-class support for Amazon Connect, Five9, Genesys, NiCE, and Vonage.
• Fluid, interruptible conversations: Every word is transcribed live in Salesforce Voice, giving human agents real-time visibility from within the agent console to allow instant, seamless takeovers when needed.
• Voice-first platform architecture: Enhanced latency, speech realism, and deep language understanding make it not just a new modality - but a complete platform experience built to meet customers where they are.

Make every agent more accurate with Intelligent Context

Enterprise-grade agent experiences start with business-specific context. Intelligent Context ensures your AI agents are deeply grounded in the complex, unstructured data of your business. Powered by the new Data 360, this feature automatically extracts, structures, and surfaces this information so your agents can deliver accurate, relevant, and business-specific answers. Our low-code pipeline lets you configure document processing in hours instead of days. Plus, you can configure context so agents interpret the same content from multiple business perspectives. The result is agents that reason with the right data, empowering your teams with rich, contextual intelligence in every interaction.

Key capabilities include:

• Automated context extraction: Converts complex, unstructured documents into structured, actionable data for Agentforce.
• Low-code configuration: Quickly set up unstructured data pipelines in hours, not days, without extensive engineering effort.
• Multimodal support: Handles PDFs, tables, images, flowcharts, and other diverse content types.
• Seamless integration with Data 360: Create a search index with AI, then activate it everywhere for secure, contextual, enterprise-ready operations.

Build, deploy and manage AI agents at scale.

Learn more: Agentforce Builder

Configure Agentforce Topics, Subagents, and Instructions in a few clicks.

Learn more: Agentforce Voice

Bring AI-powered voice to every channel with Agentforce Voice. Deliver fast, natural conversations across phone, web, and mobile.

Learn more: Multi-Agent Orchestration

Build a collaborative AI agent team that works together to solve complex problems faster.

Learn more: Agentforce Observability

Monitor, analyze, and optimize agent performance in near real time so you can deliver faster resolutions, higher accuracy, and better customer experiences.

Agentforce 360 Ecosystem

Customer Model Choice for Agentforce

Agentforce Voice CCaaS Partners

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