Getting Agentforce UI/UX Right

Here’s the thing; when people talk about AI in Salesforce, they go straight to the heavy hitters: use cases, training data, governance. Fair. All valid and important. But there’s a quieter detail that often gets overlooked and it’s the one that defines the whole experience once the big decisions are made: what it actually feels like to use.

That’s where UI/UX comes in. Not the buzzwordy kind, but the stuff that makes someone think, “Oh yeah, this actually helps me.” We’re talking about buttons, screens, timing, copy, layout and the difference between a support interaction that feels like a helpful nudge versus one that feels like a loop you can’t escape. Afterall, the goal is to solve your customer’s issue, not give them more headaches to deal with.

The AI user interface (UI) can be built on top of the already familiar chat functionality within Salesforce, delivering a user experience (UX) that is similar to text interactions with a human. We work closely with our clients to develop the method of engagement and type of interaction they want their AI applications to have with users. Here are some typical questions that we ask our clients about their UI/UX preferences:

• Will the AI application be available to the general public or just to users logged in to a portal?

• Will users already have contact/account info in Salesforce?

• How do you want users to access the AI application? Will an AI assistant window appear in the corner whenever a web page loads?

• Should the AI assistant have different opening questions/options on each web page?

• At what point in a conversation should the AI application elevate the issue to a human?

• What do you want to name the AI agent or assistant?

These little choices tell your users a lot about what kind of help they can expect and whether or not they’ll trust it.

Know when to hand it off (and when not to)

We’ve shared about Agentforce use cases before, but this one’s huge so we’re here to remind you Just because you can automate a conversation doesn’t mean you should. One of the smartest decisions you’ll make is defining when your AI agent should step aside and pull in a human.

Your AI assistant shouldn’t feel like a pop quiz You know that feeling when a chatbot starts a conversation with something completely unrelated? Yeah—don’t do that. Your AI’s opening question should reflect the page, the context, and the intention of the user.

If they’re on a pricing page, maybe the assistant opens with, “Want help figuring out the right plan?” If they’re in a support portal, maybe it jumps straight into, “Need help with an order?”

Simple moves, big impact.

Good UI/UX in Agentforce is less about shiny animations, and trying to do everything AI offers, and more about clarity, empathy, and truly understanding the use case and engagement…aka. more about what your users need in that moment. Still up in the air about determining any of that…let’s chat!