⚡ 1-Minute Summary In Salesforce Agentforce, agents are divided into two main categories based on who interacts with them: Employee Agents and Service Agents . Employee agents assist your internal staff natively within Lightning , Slack , and the Salesforce mobile app. Service agents interact directly with your customers across web chat, Experience Cloud sites, messaging platforms (like WhatsApp and SMS), and voice. The magic of this architecture? The exact same Agent Script powers both. You build the logic, topics, and actions once, and deploy them across any surface. When you switch to a channel like voice, the physics change (latency, spoken numbers, short conversational turns), but the underlying business logic remains untouched.
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