Blits.ai vs Salesforce (2026)

Agents act in outside systems through three routes. A catalog covers 56 enterprise systems, among them Salesforce, SAP, ServiceNow, Workday, Zendesk, Oracle, Jira, Snowflake and Databricks, and business tools for HubSpot, Freshdesk, Zoho, Notion, Odoo, Dynamics 365 and Microsoft 365 connect through per system OAuth.

Custom functions call REST or SQL sources, or run JavaScript in an isolated sandbox, with versioning and publishing. External MCP servers connect over SSE or HTTP, and their tools appear to the agent. Built in tools add web search, file generation, payment links, lead capture, handover, and call control on voice such as transfer, DTMF and callback scheduling.

Sourceblits.ai/featuresread 2026-10-13

Agents act on the customer's systems through actions. Agentforce Builder connects agents to data, channels and existing Salesforce assets including Flows, Apex, MuleSoft APIs and prompt templates, and out of the box actions cover common jobs such as order and reservation management.

Sourcesalesforce.com/agentforce/agent-builderread 2026-09-18

A BPMN style canvas lays out each conversation as flows of dialog, action, condition and AI blocks, with subflows, functions and agents referenced from any flow and versions published separately to Test and Live.

The agent block hands a turn to an LLM agent, and the trigger workflow block starts an agentic workflow, an agent loop that calls tools on its own until the task is done. Workflows carry instructions, configuration, a validation check and an on or off switch.

Agentic tasks hold a deferred action of the do X when Y kind, with scheduled rechecks, an expiry and a dry run mode, so a step can wait days for its condition before it runs.

Sourceblits.ai/featuresread 2026-10-13

Agent Script defines how work moves through an agent. Every request begins at an agent router that sets initial variables and classifies the request, then the agent processes a subagent and transitions between subagents along paths the script defines. Across agents, an orchestrator agent can invoke specialized agents in other Salesforce orgs and outside Salesforce through the Agent API, and a flow action can invoke an agent as one step of a longer automation.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/ascript-flow.mdread 2026-09-18

Fourteen channels carry work to an agent, from the web chat widget, WhatsApp, SMS and phone to Microsoft Teams, Slack, Telegram, Facebook Messenger, email, Alexa and Google Assistant, an in app webview, a digital human and a REST or WebSocket API.

Agentic workflows also start on a schedule, or when an outside system calls a per workflow token endpoint, which queues the run with the request body as its input and allows 30 runs a minute per workflow by default.

Agentic tasks recheck a condition on a schedule before acting, outbound campaigns dial a contact list inside a set calling window, and an incoming email webhook turns mail into conversations.

Sourceblits.ai/api-docsread 2026-10-13

Headless agents are called without a human trigger from a user interface. An Apex trigger or a scheduled job calls the agent as part of a background process, and a standard AI Agent action lets any flow, including one started by a record change, invoke an active agent with a prompt.

Sourcedeveloper.salesforce.com/blogs/2025/04/build-headless-agents-with-the-agent-api.htmlread 2026-09-18

Retrieval runs over a maintained document library that ingests PDF, Word, PowerPoint, Excel, CSV, JSON, Markdown, images and Outlook messages, crawls websites and their subpages on a recrawl, and keeps version history with revert.

Chunk size and overlap are configurable, storage sits on PostgreSQL pgvector or file based HNSW indexes, and search combines dense vectors with BM25 keyword matching and deduplication. Agents can also query registered PostgreSQL or SQLite databases directly.

Answers cite the document, page and source date, newer content ranks ahead when sources overlap, and retention rules expire outdated material automatically.

Sourceblits.ai/featuresread 2026-10-13

Agents are grounded in the customer's own material. An Agentforce Data Library connects an agent to trusted unstructured or semi structured sources, such as files or a knowledge base, which the customer adds to the library and the agent retrieves from when it answers, and new material is added to the library with no retraining.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/headless-examples-agent-adl.mdread 2026-09-18

A conversation keeps its state across turns and page refreshes, and a client can reconnect to an existing conversation, load or delete one user's history, and push state variables such as a customer name or account number into the session.

Inside a flow, a get history block reads the transcript, and a user data provider turns verified balances, loyalty points and tiers into variables. Data removal and retention controls sit in the GDPR toolkit.

Nothing the agent learns is written to a store of its own for later conversations, so what it knows about a returning customer is the history and the variables the host system supplies.

Sourceblits.ai/api-docsread 2026-10-13

Agent Script variables let an agent deterministically remember information across conversation turns and keep context throughout the session, shared by every subagent, and a session ID carries that context across invocations. Data 360 and Customer 360 give agents live customer records, which are the business records themselves. A memory the agent keeps from one session to the next is not public.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/ascript-ref-variables.mdread 2026-09-18

Agentic actions above a configurable threshold pause for a person, who approves or rejects them before they run, and a tool execution policy limits which tools an autonomous agent may call at all. Agentic tasks offer a dry run mode, and an anomaly review queue flags unusual conversations for review and can push them into a test suite.

For purchases, authorize then capture holds a payment for later capture, with amount ceilings and velocity limits. Staff can watch live conversations and take over, phone calls included, and blocked topics are enforced deterministically, independent of the model's judgment.

Sourceblits.ai/featuresread 2026-10-13

Escalation to a person is a built in agent utility. The utils.escalate call hands the conversation to a human service rep through an Omni-Channel routing connection the customer defines, and instructions tell the agent when to call it. Agent Script structures what the agent may do, with every request passing an agent router that classifies it before any subagent runs and explicit transitions between subagents, and Salesforce's own guidance recommends a person check model responses before they are shared in most use cases.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/ascript-ref-utils.mdread 2026-09-18

Single sign on works with Microsoft Entra ID and Google accounts, with multi factor authentication on admin login, and role based access control offers more than 60 permissions, custom roles per tenant, roles per bot, and separate publish rights for Test and Production. Tenants are isolated down to every record and query, API keys are hashed and validated server side, and PII and card numbers are masked at the gateway before text reaches a model.

Certifications cover ISO 27001:2022, ISO 42001 and SOC 2 Type II, and the trust center also shows GDPR compliance, with policies and controls available on request. Payments run on an isolated service built to PCI DSS v4.0.1 Level 1, with tokenization at the payment provider and encrypted credentials, while PCI DSS certification itself is still in progress.

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Salesforce holds attestations scoped to the agent layer itself, including a SOC 2 report and a SOC 3 report for the Einstein Platform and Agentforce on Hyperforce, an ISO 42001 certificate covering the Salesforce AI Platform and Agentforce, a PCI attestation of compliance for Data Cloud, the Einstein Platform and Agentforce, a C5 report, an IRAP assessment and Spain ENS High for the Einstein Platform and Agentforce, alongside FedRAMP High and Moderate and ISO 27001 categories.

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Every agent turn can be inspected with token counts and trace detail, including each tool and SQL call with its origin, arguments and latency, and per agent statistics track token use and cost. Agentic workflow runs keep a full audit trail per run with downloadable run data, and the platform records user audit logs and tamper evident event logs. Conversation logs open in a permission gated transcript viewer, live conversations can be watched as they happen, and outbound campaigns log every call attempt.

Sourceblits.ai/featuresread 2026-10-13

Every step of an agent interaction is recorded. The Agentforce Session Tracing data model and the Generative AI Audit and Feedback data model capture turns, messages, LLM calls, actions, metric scores and feedback, and the Session Trace OTel API exports a full session as OpenTelemetry JSON for any observability tool or OTLP collector. Trace files can also be managed from the command line during development, and the Einstein Trust Layer keeps an audit trail of generations.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/otel-api.mdread 2026-09-18

Three deployment routes are offered, a managed service, the customer's own AWS, Azure or Google Cloud account, and an on premises install in the customer's data center, including air gapped sites.

The managed cloud has regional endpoints in the EU, the US, the UAE, Qatar and Australia, each with the same API, and data sent to a regional endpoint stays in that region.

Deployment is Kubernetes native, a self contained Docker Compose stack covers local installs, Google models can be routed to EU or UAE regions through Vertex AI, and transcription can run on GPU servers that Blits.ai operates itself.

Sourceblits.ai/deployment-optionsread 2026-10-13

Salesforce runs on Hyperforce, its public cloud infrastructure, where customer data is generally stored in the country where the customer's org is located, provided the services in use are available in that Hyperforce country, and a secure backup of an org can be held in a secondary Hyperforce region.

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Create with AI turns a written use case into a working bot with agents, flows, guardrails, knowledge suggestions and a go live checklist, and a solution portfolio in the admin console groups curated use cases by sector with their capabilities and channels.

More than 45 rich card types cover flights, hotels, orders, loyalty points, card benefits, balances and charts, each with its own prompt instructions. Each agent is still assembled for the customer, and there is no gallery of prebuilt agents to switch on. The public AI Use Case Library of 282 use cases is research on deployments across the market, not a set of installable agents.

Sourceblits.ai/featuresread 2026-10-13

Agentforce Builder starts agents from out of the box subagents, actions and templates that cover common jobs such as order management, reservation management and general FAQs, which the customer then extends and refines with natural language instructions.

Sourcesalesforce.com/agentforce/agent-builderread 2026-09-18

An admin chooses the model for each agent from more than 15 providers, including OpenAI, Azure OpenAI, Anthropic, Google Gemini and Gemma, Meta Llama, Mistral, Microsoft Phi, Qwen, DeepSeek, GPT OSS, Hugging Face, Humain, Fanar and OpenRouter, and can move an agent to another provider without rebuilding it. Any OpenAI compatible model connects with the customer's own key.

Regional routing sends traffic to EU or UAE regions, reasoning effort is set per agent, and models above a plan's level stay visible but disabled. Embeddings come from OpenAI, Google, Nomic or OpenRouter, and intent recognition can run on Microsoft CLU, Dialogflow, Watson, Wit.ai or an LLM.

Sourceblits.ai/featuresread 2026-10-13

An administrator sets the org level model for Agentforce on the Agentforce Agents page in Setup, and Agent Script overrides it for a specific agent or subagent with a model configuration naming any supported model. The supported list spans Salesforce managed models from OpenAI, Anthropic on Amazon Bedrock, Google Gemini on Vertex AI and Amazon Nova, most running inside the Salesforce trust boundary, and customers can also bring their own model.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/ascript-model.mdread 2026-09-18

A REST API and a WebSocket API drive the platform from outside, authenticated with bot, agent or workflow JWTs sent as bearer tokens to platform.blits.ai or a regional host.

Endpoints open a conversation, send text, speech or files, check whether it is active, erase a user's data and run intent analysis on a message, and the WebSocket adds streaming speech, history loading and state variables. Separate endpoints run an agent with streamed NDJSON output, start an agentic workflow and return metered interaction counts per tenant. Each hosted MCP server has its own URL and exposes an agent's tools to outside MCP clients over Streamable HTTP with an API key.

Sourceblits.ai/api-docsread 2026-10-13

The Agent API opens a conversation with an agent, sends prompts synchronously or as a stream of server sent events marking progress, text chunks and the end of each turn, and closes the session, authenticated through a connected app with OAuth scopes, with a public Postman collection and Node.js client. Inside the platform, an invocable action runs any active agent from Apex or Flow, and Salesforce Hosted MCP Servers expose Salesforce data and automation to external AI agents and LLM applications over MCP.

Sourcedeveloper.salesforce.com/blogs/2025/04/build-headless-agents-with-the-agent-api.htmlread 2026-09-18

Test suites run automated conversations against agents, bots and workflows through the real chat pipeline, and multi turn sets play out as one continuous session with notes per turn for the grader.

Grading uses deterministic rules or an LLM judge with a configurable prompt, a selectable model and knowledge base evidence, and run reports show the pass rate, per turn verdicts, grader reasoning and run history, with regrading. Test cases import from JSON.

Monitors run scheduled health checks against rule based or LLM expectations and alert by email or webhook, and separate checks compare speech to text providers on word error rate and test MCP tool discovery.

Sourceblits.ai/featuresread 2026-10-13

Agents are tested before release with scored test cases. A test spec sets out test cases as utterances with the expected agent behavior, can set context variables and include ready made metrics in the output, and is created and run in a development org from the command line or the Agentforce Testing Center, with pass and fail results.

Sourcedeveloper.salesforce.com/docs/ai/agentforce/guide/agent-dx-test.mdread 2026-09-18

A web browsing tool sits among the built in agent tools beside web search and Wikipedia, so an agent can open and read web pages while it works. UiPath is one of the 56 connectable systems, and the agentic product connects RPA tools, which lets an agent hand screen based work to a robot the customer already runs. There is no hosted browser or desktop session for the agent to drive itself. Real browser testing, which loads the live chat widget under simulated network and CPU conditions, is quality assurance on Blits.ai's own product.

Sourceblits.ai/featuresread 2026-10-13

Operating a browser or desktop interface is not part of Agentforce. Agents act through actions, flows, Apex, APIs, prompt templates and MCP tools, reached through the agent router and subagents in Agent Script.

Sourcedeveloper.salesforce.com/docs/llms-genai.txtread 2026-09-18