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afv-library/skills/external-diagram-mermaid-generate/assets/agentforce/agent-flow.md

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Agentforce Flow Diagram Template

Flowchart template for visualizing Agentforce agent architecture and conversation flows.

When to Use

  • Documenting Agentforce agent structure
  • Planning agent topics and actions
  • Visualizing conversation flows
  • Architecture reviews

Mermaid Template - Agent Structure

%%{init: {"flowchart": {"nodeSpacing": 80, "rankSpacing": 70}} }%%
flowchart TB
    subgraph agent["🤖 SERVICE AGENT"]
        direction TB

        DESC[/"Agent Description:<br/>AI-powered customer service<br/>assistant for order management"/]

        subgraph topics["📋 TOPICS"]
            direction LR
            T1[Order Status]
            T2[Return Request]
            T3[Product Info]
            T4[Escalation]
        end

        subgraph instructions["📝 INSTRUCTIONS"]
            I1[Greet professionally]
            I2[Verify customer identity]
            I3[Use knowledge base first]
            I4[Escalate if frustrated]
        end
    end

    subgraph topic_order["📦 TOPIC: ORDER STATUS"]
        direction TB
        TO_DESC[/"Help customers check<br/>order and shipping status"/]
        TO_SCOPE[Scope: Order tracking,<br/>delivery estimates]

        subgraph to_actions["ACTIONS"]
            TO_A1[Get Order Details<br/>⚡ Apex]
            TO_A2[Check Shipping<br/>🔄 Flow]
        end
    end

    subgraph topic_return["🔄 TOPIC: RETURN REQUEST"]
        direction TB
        TR_DESC[/"Process return and<br/>refund requests"/]
        TR_SCOPE[Scope: Returns, refunds,<br/>exchanges]

        subgraph tr_actions["ACTIONS"]
            TR_A1[Create Case<br/>🔄 Flow]
            TR_A2[Generate Label<br/>⚡ Apex]
            TR_A3[Process Refund<br/>⚡ Apex]
        end
    end

    %% Connections
    T1 --> topic_order
    T2 --> topic_return

    TO_A1 --> ORDER_SVC[Order Service]
    TO_A2 --> SHIP_API[Shipping API]

    TR_A1 --> CASE_OBJ[(Case Object)]
    TR_A2 --> SHIP_API
    TR_A3 --> PAY_API[Payment API]

    %% Node Styling - Topics (violet-200)
    style T1 fill:#ddd6fe,stroke:#6d28d9,color:#1f2937
    style T2 fill:#ddd6fe,stroke:#6d28d9,color:#1f2937
    style T3 fill:#ddd6fe,stroke:#6d28d9,color:#1f2937
    style T4 fill:#ddd6fe,stroke:#6d28d9,color:#1f2937

    %% Node Styling - Actions (emerald-200)
    style TO_A1 fill:#a7f3d0,stroke:#047857,color:#1f2937
    style TO_A2 fill:#a7f3d0,stroke:#047857,color:#1f2937
    style TR_A1 fill:#a7f3d0,stroke:#047857,color:#1f2937
    style TR_A2 fill:#a7f3d0,stroke:#047857,color:#1f2937
    style TR_A3 fill:#a7f3d0,stroke:#047857,color:#1f2937

    %% Node Styling - External (orange-200)
    style ORDER_SVC fill:#fed7aa,stroke:#c2410c,color:#1f2937
    style SHIP_API fill:#fed7aa,stroke:#c2410c,color:#1f2937
    style PAY_API fill:#fed7aa,stroke:#c2410c,color:#1f2937
    style CASE_OBJ fill:#fde68a,stroke:#b45309,color:#1f2937

    %% Node Styling - Descriptions (slate-200)
    style DESC fill:#e2e8f0,stroke:#334155,color:#1f2937
    style TO_DESC fill:#e2e8f0,stroke:#334155,color:#1f2937
    style TO_SCOPE fill:#e2e8f0,stroke:#334155,color:#1f2937
    style TR_DESC fill:#e2e8f0,stroke:#334155,color:#1f2937
    style TR_SCOPE fill:#e2e8f0,stroke:#334155,color:#1f2937
    style I1 fill:#e2e8f0,stroke:#334155,color:#1f2937
    style I2 fill:#e2e8f0,stroke:#334155,color:#1f2937
    style I3 fill:#e2e8f0,stroke:#334155,color:#1f2937
    style I4 fill:#e2e8f0,stroke:#334155,color:#1f2937

    %% Subgraph Styling - 50-level fills with dashed borders
    style agent fill:#fdf2f8,stroke:#be185d,stroke-dasharray:5
    style topics fill:#f5f3ff,stroke:#6d28d9,stroke-dasharray:5
    style instructions fill:#f8fafc,stroke:#334155,stroke-dasharray:5
    style topic_order fill:#f5f3ff,stroke:#6d28d9,stroke-dasharray:5
    style to_actions fill:#ecfdf5,stroke:#047857,stroke-dasharray:5
    style topic_return fill:#f5f3ff,stroke:#6d28d9,stroke-dasharray:5
    style tr_actions fill:#ecfdf5,stroke:#047857,stroke-dasharray:5

Mermaid Template - Conversation Flow

%%{init: {"flowchart": {"nodeSpacing": 80, "rankSpacing": 70}} }%%
flowchart TD
    START([🟢 Conversation Start])

    START --> GREET[Greet Customer]
    GREET --> CLASSIFY{Classify Intent}

    CLASSIFY -->|Order Related| ORDER_TOPIC
    CLASSIFY -->|Return Related| RETURN_TOPIC
    CLASSIFY -->|General Question| KB_SEARCH
    CLASSIFY -->|Unknown| CLARIFY

    subgraph ORDER_TOPIC["📦 ORDER STATUS TOPIC"]
        ORD_1[Ask for Order Number]
        ORD_2[Retrieve Order Details<br/>⚡ GetOrderDetails Action]
        ORD_3{Order Found?}
        ORD_4[Display Status]
        ORD_5[Offer Additional Help]

        ORD_1 --> ORD_2 --> ORD_3
        ORD_3 -->|Yes| ORD_4 --> ORD_5
        ORD_3 -->|No| ORD_1
    end

    subgraph RETURN_TOPIC["🔄 RETURN REQUEST TOPIC"]
        RET_1[Verify Order Eligible]
        RET_2{Eligible for Return?}
        RET_3[Create Return Case<br/>🔄 CreateReturnCase Action]
        RET_4[Generate Return Label<br/>⚡ GenerateLabel Action]
        RET_5[Provide Instructions]
        RET_6[Explain Policy]

        RET_1 --> RET_2
        RET_2 -->|Yes| RET_3 --> RET_4 --> RET_5
        RET_2 -->|No| RET_6
    end

    KB_SEARCH[Search Knowledge Base<br/>📚 Knowledge Action]
    KB_SEARCH --> KB_RESULT{Found Answer?}
    KB_RESULT -->|Yes| PROVIDE_ANSWER[Provide Answer]
    KB_RESULT -->|No| ESCALATE

    CLARIFY[Ask Clarifying Question]
    CLARIFY --> CLASSIFY

    ESCALATE[Escalate to Human<br/>👤 Transfer Action]

    ORD_5 --> SATISFIED{Customer Satisfied?}
    RET_5 --> SATISFIED
    PROVIDE_ANSWER --> SATISFIED

    SATISFIED -->|Yes| END_SUCCESS([🟢 End - Resolved])
    SATISFIED -->|No| ESCALATE

    ESCALATE --> END_TRANSFER([🟡 End - Transferred])

    %% Node Styling - Start/End (emerald-200)
    style START fill:#a7f3d0,stroke:#047857,color:#1f2937
    style END_SUCCESS fill:#a7f3d0,stroke:#047857,color:#1f2937
    style END_TRANSFER fill:#fde68a,stroke:#b45309,color:#1f2937

    %% Node Styling - Decisions (violet-200)
    style CLASSIFY fill:#ddd6fe,stroke:#6d28d9,color:#1f2937
    style ORD_3 fill:#ddd6fe,stroke:#6d28d9,color:#1f2937
    style RET_2 fill:#ddd6fe,stroke:#6d28d9,color:#1f2937
    style KB_RESULT fill:#ddd6fe,stroke:#6d28d9,color:#1f2937
    style SATISFIED fill:#ddd6fe,stroke:#6d28d9,color:#1f2937

    %% Node Styling - Actions (cyan-200)
    style GREET fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style ORD_1 fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style ORD_2 fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style ORD_4 fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style ORD_5 fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style RET_1 fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style RET_3 fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style RET_4 fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style RET_5 fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style RET_6 fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style KB_SEARCH fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style PROVIDE_ANSWER fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style CLARIFY fill:#a5f3fc,stroke:#0e7490,color:#1f2937
    style ESCALATE fill:#fed7aa,stroke:#c2410c,color:#1f2937

    %% Subgraph Styling - 50-level fills with dashed borders
    style ORDER_TOPIC fill:#f5f3ff,stroke:#6d28d9,stroke-dasharray:5
    style RETURN_TOPIC fill:#f5f3ff,stroke:#6d28d9,stroke-dasharray:5

ASCII Fallback Template

┌─────────────────────────────────────────────────────────────────────────────┐
│                        🤖 SERVICE AGENT STRUCTURE                           │
└─────────────────────────────────────────────────────────────────────────────┘

┌─────────────────────────────────────────────────────────────────────────────┐
│  AGENT: Customer Service Bot                                                │
│  ─────────────────────────────                                              │
│  Description: AI-powered assistant for order and return inquiries           │
│                                                                             │
│  Instructions:                                                              │
│  • Greet customers professionally                                           │
│  • Verify identity before sharing order details                             │
│  • Search knowledge base before escalating                                  │
│  • Escalate if customer expresses frustration                               │
└─────────────────────────────────────────────────────────────────────────────┘
          │
          │
          ▼
┌─────────────────────────────────────────────────────────────────────────────┐
│  📋 TOPICS                                                                  │
│  ┌───────────────────┐  ┌───────────────────┐  ┌───────────────────┐       │
│  │  📦 Order Status  │  │ 🔄 Return Request │  │  ❓ General Help  │       │
│  │                   │  │                   │  │                   │       │
│  │  Scope:           │  │  Scope:           │  │  Scope:           │       │
│  │  - Track orders   │  │  - Process return │  │  - FAQ answers    │       │
│  │  - Delivery ETA   │  │  - Generate label │  │  - Knowledge base │       │
│  │  - Order history  │  │  - Refund status  │  │  - Escalation     │       │
│  └─────────┬─────────┘  └─────────┬─────────┘  └─────────┬─────────┘       │
└────────────│──────────────────────│──────────────────────│──────────────────┘
             │                      │                      │
             ▼                      ▼                      ▼
┌─────────────────────────────────────────────────────────────────────────────┐
│  ⚡ ACTIONS                                                                 │
│  ┌───────────────────┐  ┌───────────────────┐  ┌───────────────────┐       │
│  │ GetOrderDetails   │  │ CreateReturnCase  │  │ SearchKnowledge   │       │
│  │ [Apex Invocable]  │  │ [Flow]            │  │ [Standard Action] │       │
│  ├───────────────────┤  ├───────────────────┤  ├───────────────────┤       │
│  │ Input:            │  │ Input:            │  │ Input:            │       │
│  │ - orderNumber     │  │ - orderId         │  │ - query           │       │
│  │ - customerId      │  │ - reason          │  │ - language        │       │
│  │                   │  │ - quantity        │  │                   │       │
│  │ Output:           │  │ Output:           │  │ Output:           │       │
│  │ - status          │  │ - caseId          │  │ - articles[]      │       │
│  │ - items[]         │  │ - returnLabel     │  │ - confidence      │       │
│  │ - trackingUrl     │  │ - instructions    │  │                   │       │
│  └───────────────────┘  └───────────────────┘  └───────────────────┘       │
└─────────────────────────────────────────────────────────────────────────────┘
             │                      │                      │
             ▼                      ▼                      ▼
┌─────────────────────────────────────────────────────────────────────────────┐
│  🔗 INTEGRATIONS                                                            │
│  ┌───────────────────┐  ┌───────────────────┐  ┌───────────────────┐       │
│  │   Order Service   │  │   Shipping API    │  │  Knowledge Base   │       │
│  │   (Salesforce)    │  │   (FedEx/UPS)     │  │   (Salesforce)    │       │
│  └───────────────────┘  └───────────────────┘  └───────────────────┘       │
└─────────────────────────────────────────────────────────────────────────────┘

Agent Components

Component Description Example
Agent The AI assistant container Service Agent, SDR Agent
Topic Conversation category Order Status, Returns
Action Executable capability Apex method, Flow
Instruction Behavioral guideline "Always verify identity"
Scope Topic boundaries What's in/out of scope

Action Types

Type Icon Use Case
Apex Invocable ⚡ Complex logic, callouts
Flow 🔄 Record creation, updates
Standard 📚 Knowledge search, case creation
Prompt Template 💬 Dynamic response generation

Conversation Flow Patterns

1. Linear Flow

Start → Topic → Action → Response → End

2. Branching Flow

Start → Classify → [Topic A | Topic B | Escalate]

3. Loop Back

Start → Topic → Action → Validate → [Success | Retry]

Best Practices

  1. Clear topic boundaries - Don't overlap scope
  2. Minimal actions per topic - 3-5 max
  3. Always have escalation path - Human handoff
  4. Use knowledge base first - Before custom actions
  5. Verify before acting - Confirm understanding

Customization Points

  • Replace example topics with actual use cases
  • Add specific action inputs/outputs
  • Include actual integration endpoints
  • Show conversation sample flows