Salesforce Agentforce

Openlayer integrates with Salesforce Agentforce to help you monitor, evaluate, and improve your Agentforce agents. The integration connects to Salesforce via OAuth, automatically discovers your agents, and periodically syncs conversation data from the Data 360 so you can trace every session in Openlayer.

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How it works

Once connected, Openlayer:

1. Discovers your agents — automatically fetches all active Agentforce agents from your Salesforce org
2. Creates projects and data sources — each agent gets its own Openlayer project and data source, with no manual setup required
3. Syncs conversations — periodically pulls agent interactions from Data 360 (via the Data 360 API), converting them into structured traces with sessions, requests, and individual steps
4. Enriches traces — extracts LLM model names, providers, token counts, and user IDs from GenAI Gateway data

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Prerequisites

Before connecting, ensure the following are configured in your Salesforce org:

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1. Agentforce enabled

You must have at least one active Agentforce agent.

• In Salesforce Setup, go to Agentforce Agents
• Turn on Agentforce and create or enable an agent

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2. Data 360 provisioned with Agent Analytics

Openlayer reads conversation data from Data 360, which requires Agent Analytics to be enabled.

• In Salesforce Setup, go to the Einstein Feedback and Monitoring page
• Turn on Agent Analytics

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3. Create a Salesforce Connected App

Openlayer authenticates via OAuth using a Connected App you create in your Salesforce org. This gives you full control over the scopes and access granted.

Step-by-step: Create a Connected App

1. In Salesforce Setup, search for App Manager and click New Connected App
2. Fill in the basic information:
   • Connected App Name: Openlayer
   • API Name: Openlayer
   • Contact Email: your admin email
3. Under API (Enable OAuth Settings), check Enable OAuth Settings
4. Set the Callback URL to:
   https://app.openlayer.com/integrations/agentforce/callback
   
   On-premise deployments: replace app.openlayer.com with your deployment’s base URL.
5. Add the following OAuth Scopes:

   Scope	Purpose
   api	Read the list of Agentforce agents
   cdp_api	Read agent conversation transcripts from Data 360
   refresh_token	Keep the connection active for background syncs

6. Click Save, then Continue
7. After creation, go to Manage Consumer Details to retrieve the Consumer Key (Client ID) and Consumer Secret (Client Secret)

Store the Consumer Secret securely — you’ll need it when connecting in Openlayer. Salesforce only shows the secret once unless you regenerate it.

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4. User permissions

System Administrators have all required permissions by default. Non-admin users connecting the integration need:

• API Enabled permission
• Data 360 User permission set
• Read access to BotDefinition
• Approve Uninstalled Connected Apps or Use Any API Client permission

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Setup guide

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Step 1: Navigate to the integration

In your Openlayer workspace, go to Settings → Integrations and find the Salesforce Agentforce card. Click Enable.

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Step 2: Provide your Connected App credentials

Enter the Client ID and Client Secret from the Connected App you created in the prerequisites. Then click Connect to Salesforce.

• Client ID: the Consumer Key from your Connected App
• Client Secret: the Consumer Secret from your Connected App

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Step 3: Authorize with Salesforce

After clicking Connect to Salesforce, you will be redirected to Salesforce to log in and authorize Openlayer. Once authorized, you’ll be redirected back to Openlayer and the connection status will show as Connected.

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Step 4: Configure sync settings

Once connected, configure automatic syncing under the Sync Settings section:

• Periodic sync — toggle on to enable automatic syncing (every 15 minutes)
• Initial sync range — set the start date for the first sync to control how far back Openlayer fetches historical data

You can also click Sync Now to trigger an immediate sync at any time.

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Step 5: Enable agents

Under the Agents section, Openlayer lists all discovered Agentforce agents. For each agent you want to monitor, toggle it on. You can also click Refresh Agents to re-discover agents from your Salesforce org. When an agent is enabled, Openlayer automatically creates a project and data source for it — no additional configuration needed. The agents table shows:

• Agent — agent name and Salesforce ID
• Status — whether the agent is enabled or disabled
• Sessions — number of synced sessions
• Project — link to the auto-created Openlayer project

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Monitoring in Openlayer

Once agents are enabled and the first sync completes, conversations automatically appear in their respective Openlayer projects.

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Conversation traces

Each Agentforce session is converted into a trace that captures user queries, agent responses, LLM model names, latency, and more.

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Backfill historical data

To import conversations that occurred before the integration was connected, click the Backfill button next to any agent. In the backfill dialog, choose the date range:

• All available history — re-fetch all past sessions
• Custom start date — fetch sessions from a specific date forward

Duplicate sessions are automatically skipped, so it’s safe to run a backfill at any time.

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Run evaluations

With conversations flowing into Openlayer, you can:

• Create tests to score response quality
• Detect hallucinations and measure faithfulness
• Track safety and compliance metrics
• Monitor latency and cost trends
• Compare agent performance across versions

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Disconnecting

To disconnect the Salesforce Agentforce integration:

1. Go to Settings → Integrations → Salesforce Agentforce
2. Click Disconnect

This stops all syncs. Existing data already imported into Openlayer is preserved.

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Troubleshooting

• OAuth fails → verify the Callback URL in your Connected App matches https://app.openlayer.com/integrations/agentforce/callback exactly.
• No agents discovered → confirm you have at least one active Agentforce agent and that Data 360 with Agent Analytics is enabled.
• Conversations not appearing → Salesforce writes session data to Data 360 with a delay. Wait for the next sync cycle and ensure Agent Analytics is turned on.
• Permission errors → verify the connecting user has the required permissions, including API Enabled and Data 360 User.