Feature overview
Riva for Agentforce connects your organization’s configured Salesforce Agentforce agent experience to the Riva Insight interface, so users can access Salesforce-driven information and supported next steps without leaving their workflow. It gives users a way to work with relevant CRM insights and supported actions directly within Insight.
Turning insight into action
By keeping Salesforce-powered support within Riva Insight, Riva for Agentforce helps reduce context switching and keeps work moving in one place. Users can review relevant CRM context, respond more quickly to risks and opportunities, and move follow-up tasks forward more efficiently.
Main Capabilities
How it works
Launch the connected Agentforce chat experience directly from Riva Insight
Users prompt for Salesforce-driven information and supported next steps without leaving their workflow.
Sends requests from Insight to your organization’s configured Agentforce agent for processing.
Returns supported responses in Insight, such as CRM data, risk signals, or recommendations.
Keeps users in one workflow so they can review results and continue working without switching systems.
Relies on your organization’s Agentforce configuration, Salesforce data, and permissions, so capabilities can vary by deployment.
What this helps Riva users do
In-workflow Agentforce access: Lets users open Agentforce directly in Riva Insight instead of switching between systems.
Salesforce-driven insight retrieval: Helps users retrieve CRM information, such as order lists, directly in Insight.
Supported action execution: Supports tasks like updating records or drafting emails when those actions are enabled in your organization’s configured Agentforce agent.
Organization-configured experience: Uses your organization’s configured Agentforce setup, so supported prompts and outputs reflect that configuration rather than a fixed Riva-defined action set.
Clear guardrails for unsupported tasks: If a request is outside the configured capability set, the agent is expected to decline it clearly.
User Impact
Accessing Riva for Agentforce
To access Riva for Agentforce, open the email you want to respond to, then select Riva for Agentforce from the Actions tab in the Riva Insight panel.
Using Riva for Agentforce
Type your question or request in the chat using natural language. Depending on your organization’s configured Agentforce agent, you can ask for Salesforce-driven information, review relevant context, or request supported next steps.
Example: Retrieving customer order information
Ask for the latest list of orders for a specific customer. If that request is supported by your organization’s configured Agentforce agent, the order information is returned directly in Insight for review.
Limitations
What’s not included
Riva for Agentforce does not currently:
- create new Agentforce capabilities beyond your organization’s configured setup
- control how your organization’s Agentforce agent is configured or behaves
- support requests outside the configured capabilities of the connected agent
- replace user review before acting on recommendations or generated output
Intended use
Riva for Agentforce is intended to bring your organization’s configured Agentforce experience into Riva Insight, so users can access supported Salesforce-driven information and next steps within their existing workflow. The experience reflects how your organization’s Agentforce agent is configured.
Enablement
Interested in these features? Contact your Riva Account Representative or reach out to Riva Support Team.
Trust & Transparency
What Riva does here
Riva for Agentforce brings your organization’s configured Agentforce experience into Riva Insight. Riva provides the in-workflow access experience, while the available capabilities are determined by your organization’s configured Agentforce agent.
What results depend on
What users can do, and how consistent the responses are, depends on the configured Agentforce agent, the available Salesforce data, and the permissions granted in the environment. Because of that, supported prompts and outputs can vary across organizations and across environments.
Why a request may not work
If a request is outside the configured capability of the connected agent, the expected behavior is for the agent to decline it clearly. This should first be understood as a capability boundary or configuration check, rather than automatically as a Riva failure.
What users should review
Riva for Agentforce is an assistive experience, not a fixed-output feature. Users should review returned information and recommended next steps in the context of their organization’s configured workflows, data, and permissions before taking action.