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Agentforce setup guide

By the end of this guide your team can take payments, issue refunds and look up transactions by asking, inside Salesforce.

Who does this: a Salesforce administrator. How long: about an hour.

Complete the prerequisites first

Everything in the Agentforce prerequisite guide must be done, including the four policy decisions in its Part 4. You will enter those decisions here.

You need the Agent Script from the ChargeOn team

The agent is created from a script the ChargeOn team provides. Ask for it before you start. Do not modify it unless the team tells you to.

What you will do

  1. Create the agent from the script
  2. Check the subagents and actions arrived
  3. Set the payment policy
  4. Set the confirmation phrases
  5. Activate the agent
  6. Give the agent its permissions
  7. Take a payment by asking

Part 1 — Create the agent from the script

  1. Open Agentforce Studio from the App Launcher.
  2. Go to the Agents tab and open the dropdown.
  3. Choose AgentScript.
  4. Paste in the script the ChargeOn team gave you.
  5. Click Create Agent.

What you should see: Salesforce takes you into Agent Builder, with the agent's structure already built out.

Part 2 — Check the subagents and actions arrived

The script configures the agent's subagents and their actions automatically. Before going further, check they are there.

You should find subagents covering:

  • Taking payments — instant, scheduled, recurring, and payment links
  • Authorising, capturing and voiding
  • Refunds
  • Looking up transactions and payment methods

Each carries its own actions, and each includes a permission check.

The exact list depends on your script version

The ChargeOn team updates the script over time, so the number of subagents and their names may not match a colleague's org or an older screenshot. What matters is that the four areas above are all represented. If one is missing, stop and ask the ChargeOn team before continuing.

What you should see: subagents covering all four areas, each with actions listed beneath it.

Part 3 — Set the payment policy

This is where the ceilings you decided in the prerequisite guide are entered. Do this before the agent goes live, not after.

  1. Go to Setup → Custom Metadata Types.
  2. Open Agent Payment Policy and click Manage Records → New.
  3. Fill in:
Field What to enter
Max Amount Per Transaction The largest single amount the agent may take
Max Amount Per User Per Day The most one user may take in a day
Detection Threshold Seconds The window in which the agent must handle a request
Allowed Operations The operations the agent may perform
  1. Click Save.

Allowed Operations can restrict access below what a user's permissions would otherwise allow. It cannot grant anything their permissions do not.

What you should see: a saved policy record with your ceilings on it.

A policy ships, but it sets no spending limit

ChargeOn ships an agent payment policy that is already active. It carries only a timing setting — no maximum per transaction and no maximum per user per day. Because it shows as active, it is easy to assume limits are configured when none are.

Open it and fill in real amounts before anyone uses the agent for payments. An agent operating on the shipped defaults has no spending limit at all.

Part 4 — Set the confirmation phrases

The agent will not complete a payment until the person confirms it in words. You decide which words count.

  1. Still in Custom Metadata Types, open Confirmation Affirmation Phrase.
  2. Click Manage Records → New.
  3. Add the phrases your team will use — for example Confirm, Yes, Confirmed, Proceed, Go ahead.
  4. Click Save.

What you should see: your phrases saved and listed.

Without phrases, payments cannot complete

If no confirmation phrases are configured, the agent has no way to recognise agreement, and every payment needing confirmation will stall. Configure this before going live.

Part 5 — Activate the agent

  1. In Agent Builder, click Save.
  2. Click Commit.
  3. Wait for the commit to finish — Activate appears only afterwards.
  4. Click Activate.

If you need another language, set it from the Language menu before activating.

What you should see: the agent showing as active.

Activate will not appear until you commit

If you cannot find the button, the commit has not finished. This is the most common stumble in this guide.

Part 6 — Give the agent its permissions

The agent needs its own permissions, separate from the people using it.

  1. Go to Setup → Permission Sets.
  2. Open the Agent Core permission set and click Edit.
  3. In the agent assignment section, add the ChargeOn agent you just created.
  4. Click Save.

This one goes to the agent, not to a person

Assign Agent Core to the agent record itself. Assigning it to your own user does nothing useful and leaves the agent unable to act.

Separately, assign each user the ChargeOn permission sets appropriate to their role. Those control what each person can do through the agent.

What you should see: Agent Core assigned to the agent, and your test user holding the ChargeOn permission sets for the operations you want to test.

Part 7 — Take a payment by asking

  1. Open the ChargeOn app.
  2. Click the agent icon.
  3. Ask it to take a payment — for example, take a payment of 10 on the Acme opportunity.
  4. Follow its questions.
  5. When it asks you to confirm, reply with one of your configured phrases.
  6. Check Transaction History for the resulting transaction.

What you should see: a successful transaction, identical to one taken through the Charge button.

Your team can now ask the agent to:

  • Take instant, scheduled and recurring payments
  • Generate payment links
  • Authorise, capture and void
  • Issue refunds
  • Look up transactions and payment methods
  • Show everything about a customer in one view

What the agent will not do

It will not register a new payment method. The customer must already have one saved. This is deliberate — card details are not collected through a conversation.

If something went wrong

Symptom Likely cause What to do
Activate does not appear The commit has not finished Part 5. Commit, wait, then look again
The agent says the user lacks permission The user's ChargeOn permission sets do not cover that operation Part 6. Permissions are per user and per operation
The agent refuses an amount It exceeds a ceiling in your payment policy Use a smaller amount, or raise the ceiling. A payment link for the same amount will be refused too
The agent asks to confirm and then does nothing No confirmation phrases are configured, or the reply did not match one Part 4. Add the phrase your team actually types
The agent cannot find a payment method The customer has none saved for that gateway The agent cannot create one. Save it through the Charge button first
The agent used the record you had open when you did not mean it to The request referred to "this record" Name the record explicitly instead
The agent will not change currency mid-conversation Currency is fixed when the payment starts Start again with the right currency set on the record