Setup and Use JustCall's Integration with Agentforce

Prerequisites

Before beginning, ensure your Salesforce account is integrated with JustCall and the base package is installed. Reference the official setup guide for Salesforce integration first.

Installation

1. Navigate to Salesforce AppExchange
2. Search for "JustCall for Agentforce"
3. Select "Get it now" on the package listing
4. Complete installation steps in your Salesforce account

Creating Agent Actions

JustCall provides four Agent Actions:

• Get AI analysis details for calls from JustCall - Retrieves AI insights including call scores, summaries, and transcriptions
• Get AI analysis details for calls from Sales Dialer - Similar functionality for Sales Dialer calls
• Customize message tone via JustCall - Rephrases messages in different tones (Empathetic, Professional, Engaging, etc.)
• Send SMS via JustCall - Enables text message sending to contacts

Steps to Create Actions

1. Open Setup in Salesforce
2. Search for "Agent Actions"
3. Click "New Agent Action"
4. Select "Apex" as reference action type
5. Choose desired JustCall action and enter Label/API name
6. Enable "Show in conversation" for Output
7. Click "Finish"
8. Repeat for all needed actions

Creating Topics in Agent Builder

Topics define scope and available actions for agents. Create three topics:

Topic 1: Query AI Data from JustCall

Label: Query AI data from JustCall

Classification Description: This topic can be used when you need to answer call activity questions.

Scope: Identify call tasks and retrieve analysis data using the appropriate action.

Key Instructions:

• Input call ID (from Task comments, not Salesforce record ID)
• Filter tasks by "Call" in subject line
• Return only requested information, not full JSON responses
• Format output in user-friendly format

Actions to Add:

• Get AI analysis details for calls from JustCall
• Identify Object by Name
• Identify Record by Name
• Get Activities Timeline
• Get Activity Details
• Get Record Details
• Identify Customer by Email
• Query Records

Topic 2: Query AI Data from Sales Dialer

Use identical steps to Topic 1, replacing "JustCall" with "Sales Dialer" and selecting the appropriate action.

Topic 3: Messaging via JustCall

Label: Messaging via JustCall

Classification Description: Handles text message requests with tone adjustment capabilities.

Scope: Locate contact/lead records, identify phone numbers, rephrase messages, and send via JustCall.

Key Instructions:

• Always offer tone options: Empathetic, Confident, Engaging, Professional, Urgent
• Confirm SMS body before sending
• Extract phone numbers from Salesforce records (never ask user)
• Convert phone numbers to E.164 format before sending

Actions to Add:

• Send SMS via JustCall
• Customize message tone via JustCall
• Identify Object by Name
• Identify Record by Name
• Get Activities Timeline
• Get Activity Details
• Get Record Details
• Identify Customer by Email
• Query Records

Final Steps

After completing topic creation, test functionality using the conversation window to verify proper setup.

Note: Customize topics and instructions to meet specific organizational needs while maintaining recommended guidelines.