Salesforce has moved Agentforce to a pay-per-resolution pricing model, which bills on outcomes instead of activity. Here is how the model works and what it changes for developers and administrators.
Understanding resolution in Agentforce
Everything rests on the definition of a "billable resolution," written around whether the customer experienced their issue being resolved. Salesforce counts an interaction as a resolution when it meets these criteria:
- The session includes at least two message exchanges between the user and the agent, so it was not abandoned.
- The final user feedback is not explicitly negative.
- The interaction concludes without the user escalating to a human representative, or the final feedback is explicitly positive.
That outcome-based approach lines billing up with customer success. If a user escalates to a human representative and incurs additional costs there, the Agentforce Help Agent session is not billed, even when the agent performed useful functions along the way, which is why the explicit feedback a user leaves carries so much weight.
Cost of a resolution
A billed resolution has a fixed cost of $2 USD or 400 Flex Credits. That price is static and does not fluctuate with the number of Agentforce actions or Data 360 queries performed during the session.
The predictability lets you forecast costs from expected session volume and resolution rates. Session duration is a factor too:
- Messaging channels: 2 hours
- Voice channels: 10 minutes
Agent-initiated closures and disputes
An Agentforce agent aims to resolve the query inside the session. If a customer is unsatisfied and requests escalation, the agent will try to connect them to a human representative. If no representative is available, a case will be created.
An inquiry counts as resolved and billed if:
- The conversation exceeds two turns.
- The user does not provide feedback or request escalation.
- The session duration limit (2 hours for messaging, 10 minutes for voice) is exceeded.
Closing a tab or leaving a session does not automatically constitute a resolution, since Salesforce cannot determine the user's intent or what they did next outside the platform.
Dispute resolution
Salesforce keeps the rules for a resolution deterministic to cut down on misunderstandings. If a bill is disputed, Salesforce can furnish detailed reports covering session counts, resolution metrics, and turn-by-turn transcripts that show the rules were applied.
Traditional Agentforce pricing models
Before the resolution-based model, Agentforce offered several pricing structures.
1. Flex Credits
A consumption-based model where you purchase credits. The cost is $500 per 100,000 credits, and it grants access to customer-facing agents, employee-facing agents, Agentforce Voice, Digital Wallet, and Agentforce Vibes.
Each action consumes credits from a shared pool, and individual actions are metered:
- Agentforce Actions: 20 Flex Credits
- Agentforce Voice Actions: 30 Flex Credits
2. Conversations model
This model costs $2 per conversation and includes customer-facing agents and Digital Wallet.
Buying models (traditional)
- Pre-Purchase: buy a set amount of usage for the entire contract term upfront. Usage depletes that balance, with potential savings.
- Pre-Commit: commit to a baseline usage without paying upfront. Higher commitments unlock greater value. Billed monthly in arrears, with a true-up at term end to reconcile estimated against actual usage.
- PayGo: no upfront commitments. You pay only for actual usage, billed monthly in arrears.
All of these models can integrate with Digital Wallet for usage tracking.
Agentforce add-ons and editions
Additional options exist for employee-facing use cases:
- Add-ons for Sales, Service, and Field Service: $125 per user per month. Includes unmetered employee Agentforce usage, the full suite of Salesforce AI, AI-powered analytics, and Prompt Builder.
- Add-ons for Agentforce Industries Clouds: $150 per user per month. Includes everything in the Sales and Service add-ons, plus industry-specific AI.
- Agentforce 1 Editions (Sales, Service, Field Service, Industries): starting from $550 per user per month. Includes the respective add-ons and 2.5 million Flex Credits per org per year.
- Agentforce User License: $5 per user per month. Allows company-wide deployment for all employees, requiring Flex Credits and providing Agentforce access.
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