Section 6: Sales, marketing, corporate communications and customer service

Scenario 52: Personalized initial sales email

Level: Intermediate · Tools: Salesforce Agentforce Engagement, Sales Engagement, Einstein Activity Capture, Einstein Generative AI; documented eligible editions of Salesforce

Who and in what situation

Mert, a sales development specialist at a company selling logistics software in İstanbul, prepares different initial emails for prospects after a trade show based on their company and role information.

How it is done today

He copies CRM fields into a shared template, edits the emails manually, and tracks follow-ups in a spreadsheet.

How to do it with AI

  1. Have your administrator configure Agentforce Engagement in Setup or Agentforce Builder to use product and service literature. The agent can generate responses based on company data. [109]
  2. Select the appropriate record from the lead, contact, or person account list and use the Assign to Agent action, or assign it through a defined assignment rule. [109]
  3. Have it generate the initial email and, if needed, a follow-up step from the record data; ask it to rely on product literature when answering prospect questions. [109]
  4. Keep Require Manual Approval enabled initially. If the seller’s name and signature will be used, manage the Send as Seller option separately. Before sending, check personalization, pricing, scope, and opt-out requests. [109]

Example prompt

Write an initial outreach email draft of no more than {word limit} words for {prospect name} in the context of {industry}, explaining how our product {product} relates to {proven use case}. Do not invent unknown information. Ask a single clear question and phrase the meeting request without pressure. Separately list the fields that need to be verified before sending.

Evidence and real-world example

No independent case study was found. Salesforce documentation describes personalized initial and follow-up emails, responses based on company data, and the manual approval setting. [109] [108]

Points to consider

Start by testing with a small list using manual approval. If the product literature is not up to date, it may include outdated features or incorrect terms; check that the relevant Salesforce features are enabled. [109]

Sources for this scenario

  1. Knowledge sources summary (learn.microsoft.com)
  2. Agentforce Engagement Overview (help.salesforce.com)