Emma for Agentforce.

You need four things in place before an agent can use Emma:

• Emma for Salesforce installed and connected. At least one Emma account must be connected on the Sync Settings screen. See Installation and Setup.

• Emma for Agentforce installed. This is a separate package that sits on top of Emma for Salesforce.

• Agentforce enabled in your Salesforce org. Agentforce is a Salesforce product and is licensed separately from our integration.

• The right permissions for each user. A user needs the Emma Standard or Emma Admin permission set, plus the Emma Agent permission. See Permissions.

The quickest way to Emma for Agentforce is the setup steps on the General Settings tab.

1. 1

   In Salesforce, open the app launcher and select Emma admin.

2. 2

   Click the Emma settings tab.

3. 3

   In the setup steps at the top of the page, find the Agentforce step.

4. 4

   Click the step, or its Help link, to open the Emma for Agentforce listing on AppExchange.

From the listing you can install the add-on and come back to this guide for setup.

1. 1

   Install Emma for Agentforce. Open the listing from the Agentforce step and install the package. Install it in the same org as Emma for Salesforce.

2. 2

   Give users access. Assign the Emma for Agentforce permission set to each user who will use the agent. They also need Emma Standard or Emma Admin.

3. 3

   Open Agent Builder. In Salesforce Setup, go to Agentforce Agents and open or create the agent you want to use.

4. 4

   Add the Emma actions. Create a topic, for example "Emma audience management", and add the Emma actions you want the agent to use.

5. 5

   Write topic instructions. Describe when each action applies. The packaged descriptions are a starting point.

6. 6

   Test before you activate. Try realistic requests, including ones that should not trigger an Emma action.

Be selective with actions. Group them by what the agent is for, and leave out the ones that change or delete data unless you need them.

The Emma actions cover looking things up, reporting, and making changes.

• Connection health. Check that Emma is connected, whether the sync is running, and the status of each Emma account.

• Finding people. Find a member by email and see which Emma accounts and groups they belong to. Find a Salesforce contact or lead by name.

• Audience and groups. Summarise an audience, list groups with their active, opt-out and error counts, and list the members of a group.

• Salesforce links. Show which Emma members are linked to a contact, a lead, both or neither.

• Mailings. List recent mailings, summarise one, compare two to five, and show who was delivered, bounced, opened, clicked or opted out.

• Engagement and risk. Show a member's engagement, flag bounced, errored, opted-out or inactive members, and report bounce and opt-out figures.

• Relationship brief. Prepare a brief for a person or an opportunity, with memberships, recent activity, watch-outs and talking points.

• Member changes. Create a member, update their Emma fields, add or remove them from a group, opt them out, reactivate them, or archive them.

• Prospects. List Salesforce contacts and leads by campaign, owner or lead status, and add them to an Emma group.

• Emma setup. Create, rename or delete groups, fields and saved searches. Pause, resume or cancel a mailing that has not gone out yet.

• Imports. List the Import Wizard imports set up for an Emma account.

Some member changes can be made for up to 25 people in one request.

Requests an agent can handle well:

• "Is jane@example.com in Emma, and which groups is she in?"

• "How did the October newsletter do compared with September?"

• "Who clicked in last week's product update?"

• "Which members of the Customers group have bounced or gone quiet in the last 90 days?"

• "Add the leads from the Spring Webinar campaign to the Webinar Follow-up group."

• "Give me a brief on the Acme renewal before my call."

• "Opt this contact out of Emma."

The pattern that works is find, then act. Ask the agent to find the person, group or mailing first, then ask for the change or the report.

• Synced and live data. Most answers come from the Emma data already synced to Salesforce, which updates every hour by default. Some actions can check Emma live instead, for example mailing activity.

• Consent. Creating a member or reactivating someone who opted out needs the user to confirm consent. The agent will not reactivate anyone silently.

• Remove is not archive. Removing a member from a group leaves them active in Emma. Archiving moves them to Emma's archived items, and you must name the Emma account.

• Deletes need confirmation. Deleting a group, field or saved search, or cancelling a mailing, needs an explicit confirmation. Only mailings that are pending or paused can be changed.

• Exact names. Mailings and imports are matched on their exact name. Upper and lower case do not matter.

• More than one Emma account. If you have several accounts connected, tell the agent which one you mean.

• Long lists come in pages. A group's members are returned up to 100 at a time, and mailings up to 50.

• Access. A user without the Emma Agent permission gets a not authorised message, even if they can use the rest of Emma for Salesforce.

If the agent says Emma is not connected, check the Sync Settings screen first. See Manage general settings. If a user cannot see or run the Emma actions, check their permission sets.

Questions about Agentforce itself, such as licensing or Agent Builder, are best sent to Salesforce.