Agent Script is changing how we build AI agents in Salesforce. If you've been watching the Agentforce 360 rollout, you already know this isn't just another feature update - it's a fundamental shift in how we control agent behavior. And honestly, it's about time.
I've been building on the Salesforce platform for years, and the one thing that always made me nervous about AI agents was the unpredictability. You'd set up an agent, test it twenty times, get great results - then it would go sideways on customer number twenty-one. Agent Script fixes that problem in a way that actually makes sense for enterprise teams.
What Agent Script Actually Is
Let's cut to what matters. Agent Script is a domain-specific scripting language that Salesforce built specifically for defining agent behavior inside Agentforce Builder. It's a high-level, human-readable expression language that lets you mix deterministic logic with the creative reasoning of an LLM.
Think of it this way: you get to draw the guardrails, and the AI gets to drive within them.
In practice, Agent Script uses a JSON-style syntax where you define if/else conditions, transitions between conversation states, variable assignments, and tool invocations. You can specify exactly where the LLM is free to reason on its own and where it needs to follow a strict, predictable path. That's what Salesforce calls "hybrid reasoning" - and it's a pretty big deal.
Before Agent Script, controlling an Agentforce agent meant writing detailed natural language prompts and hoping the LLM interpreted them correctly every time. Sometimes it did. Sometimes it didn't. Agent Script replaces hope with code, which is always a good trade in my book.
If you're new to Agentforce terminology, salesforcedictionary.com has solid breakdowns of terms like "topics," "actions," and "agent reasoning" that'll help you get up to speed quickly.
How Agent Script Works in Practice
Here's a real-world scenario that shows why this matters.
Say you're building a field service agent that handles work order requests. Without Agent Script, you'd write a prompt like "When a customer requests a work order, confirm the asset and location, capture the issue type and urgency, ask diagnostic questions, then create the work order with the right priority." The LLM might skip the diagnostic questions. It might forget to confirm the asset. It might route a high-urgency issue to the wrong queue.
With Agent Script, you define that exact flow deterministically. The agent follows the same steps every single time: confirm the asset and location, capture the issue type and urgency, ask the diagnostic questions, and create the work order with the correct priority and routing. If key details are missing, or if the request crosses a safety or SLA threshold, Agent Script triggers escalation automatically. No guessing. No hoping.
The syntax itself is approachable. You use expressions to define conditions and transitions. You set and compare variables. You select subagents and actions. The scripting language supports conditional logic, variable storage (so you're not relying on the LLM's context memory to remember things mid-conversation), and precise tool invocation.
What I find particularly useful is that you can still let the LLM handle the natural, conversational parts of the interaction. The customer doesn't feel like they're talking to a phone tree. They get a natural conversation, but underneath, the critical business logic runs on rails.
The New Agentforce Builder Experience
Agent Script doesn't exist in a vacuum - it's tightly integrated into the redesigned Agentforce Builder, which is part of the broader Agentforce 360 release.
The new Builder collapses the old build-test-deploy cycle into a single workspace. You can draft an agent, test it, and refine it all in one place. There are three ways to work with it: a conversational interface where you describe what you want and the AI generates Agent Script for you, a Canvas view that shows your script as visual blocks you can expand and edit, and a full Script view where you write the code directly.
The Canvas view is honestly pretty slick for admins who don't want to write code. It summarizes Agent Script into understandable blocks, and you can use "/" commands to add common patterns like if-else conditionals, or "@" to reference topics, actions, and variables. It's the kind of low-code approach that actually works because there's real code underneath you can inspect.
For developers who want full control, there's Agentforce DX support. You can pull your script files into a local Salesforce DX project and work on them in VS Code with the Agentforce DX extension, which gives you syntax highlighting, autocompletion, and all the standard code editing features you'd expect. This is huge for teams that want to version-control their agent definitions and treat them like any other piece of code in their CI/CD pipeline.
The built-in testing and debugging tools deserve a mention too. When you simulate a conversation, you get detailed tracing that shows every step the agent took, every decision point, and every tool invocation. Finding out why your agent did something weird used to be a mystery - now you can trace through it like a stack trace.
Why This Matters for Your Salesforce Org
If you're an admin or developer wondering whether Agent Script is worth learning right now, I'd say absolutely yes. Here's my reasoning.
First, enterprise trust. The biggest barrier to AI agent adoption in most orgs isn't the technology - it's trust. Business stakeholders need to know the agent won't go off-script (pun intended) during a critical customer interaction. Agent Script gives you the ability to point at actual code and say "here's exactly what the agent will do in this scenario." That's a conversation you can have with your compliance team, your legal team, and your VP of customer success.
Second, maintainability. Natural language prompts are notoriously hard to maintain. One person writes them, another person edits them, and six months later nobody's sure why a particular instruction is phrased the way it is. Agent Script is code. You can comment it, version it, review it in pull requests, and test it systematically. That's a massive improvement for teams managing agents at scale.
Third, the hybrid approach is the right call. Pure deterministic systems are too rigid. Pure LLM systems are too unpredictable. Agent Script lets you pick and choose where you need each approach. Use deterministic logic for the parts that have to be right every time - compliance checks, SLA routing, escalation rules - and let the LLM handle natural conversation, creative problem-solving, and the stuff that benefits from flexibility.
For a deeper understanding of how these concepts fit into the broader Salesforce ecosystem, the glossary at salesforcedictionary.com is a handy reference, especially if you're explaining these features to stakeholders who aren't as deep in the Salesforce weeds.
Getting Started with Agent Script
If you want to start experimenting, here's what I'd suggest.
Head to Trailhead and look for the "New Agentforce Builder Quick Look" module. It walks you through the Canvas and Script views and gives you hands-on practice. The official Agentforce Developer Guide on the Salesforce Developers portal also has a dedicated Agent Script section with syntax references and real examples.
Start small. Pick one existing agent or one simple use case - maybe a case triage agent or an FAQ bot - and try defining its behavior in Agent Script. You'll quickly get a feel for where the deterministic boundaries make sense and where you want to let the LLM take over.
And keep an eye on the community resources too. The unofficial Agentforce.Guide site has been doing a great job documenting Agent Script patterns and edge cases that aren't always obvious from the official docs.
If you want to brush up on Salesforce terminology as you get into Agentforce development, salesforcedictionary.com has been a helpful resource for me when I need to quickly look up how Salesforce defines a particular concept.
Wrapping Up
Agent Script represents a real maturation point for AI on the Salesforce platform. We've moved past the "wow, it can talk" phase and into the "okay, but can we trust it to handle our business processes" phase. The answer, with Agent Script, is getting much closer to a confident yes.
The combination of deterministic control where you need it and LLM flexibility where you want it is exactly the right approach for enterprise AI. If you're building agents in Salesforce right now - or planning to - this is the feature you should be investing your time in learning.
What's your experience been with Agentforce so far? Have you tried Agent Script yet? Drop a comment below - I'd love to hear how other teams are approaching this.
