Salesforce Agentforce — conversationOutcome contract

Agentforce is priced per conversation (USD 2) or per action (Flex Credits: USD 500 per 100k; standard action 20 credits, voice action 30 credits). Salesforce does not publish, on any page we could retrieve, what constitutes a billable conversation (session boundary, inactivity window, reopen or escalation treatment). The vendor lens verifies only that a customer conversation for the subject exists in the system of record near the claim.

Contract ID: salesforce_agentforce_conversation
Source: https://www.salesforce.com/agentforce/pricing/
Retrieved: 2026-09-11
Notes: Also: https://www.salesforce.com/blog/flex-credits/ and https://www.salesforce.com/news/press-releases/2025/05/15/agentforce-flexible-pricing-news/ (retrieved 2026-09-11). The Help articles 'Agentforce Conversations Billable Usage Types' and 'Flex Credits Billable Usage Types' render only via JavaScript and could not be cited. Third-party descriptions of a 24-hour session are NOT vendor-verified. INFERRED bound: a customer message within 24h of the claim timestamp is used to verify that a conversation occurred.

Vendor lens

Reproduces the vendor's published definition as closely as public documentation allows.

Verified if all of: a customer message exists within 24h of the claim
Not verified if any of: a duplicate claim exists for the same subject in the period
Unverifiable if any of: required fact source not connected: crm

Strict lens

Applies the same definition with longer windows and additional checks a controller would expect.

Verified if all of: a customer message exists within 24h of the claim; customer confirmed resolved within 30d of the claim
Not verified if any of: reopened within 30d of the claim; escalated to a human within 7d of the claim; customer left a negative satisfaction rating; a duplicate claim exists for the same subject in the period
Unverifiable if any of: required fact source not connected: crm; subject could not be matched in any fact source

Unknown fields

Things the source has not published. No value is assumed for these.

channels
conversation_definition
human_handoff_handling
reopen_handling
time_window

Contract YAML

The machine-readable contract compiled into both lenses. Sign in to select it for your tenant or fork it.

# Salesforce Agentforce — billed per conversation ($2 USD) or per action via Flex Credits; not outcome-based.
id: salesforce_agentforce_conversation
version: 1
vendor: salesforce
vendor_display: "Salesforce Agentforce"
outcome_type: conversation
claim_source: salesforce.agentforce_usage
subject_kind: conversation
description: >
  Agentforce is priced per conversation (USD 2) or per action (Flex Credits: USD 500 per 100k; standard action 20
  credits, voice action 30 credits). Salesforce does not publish, on any page we could retrieve, what constitutes a
  billable conversation (session boundary, inactivity window, reopen or escalation treatment). The vendor lens verifies
  only that a customer conversation for the subject exists in the system of record near the claim.
source_citation:
  url: "https://www.salesforce.com/agentforce/pricing/"
  retrieved: "2026-09-11"
  title: "Salesforce Agentforce Pricing"
  notes: >
    Also: https://www.salesforce.com/blog/flex-credits/ and
    https://www.salesforce.com/news/press-releases/2025/05/15/agentforce-flexible-pricing-news/ (retrieved 2026-09-11).
    The Help articles 'Agentforce Conversations Billable Usage Types' and 'Flex Credits Billable Usage Types' render
    only via JavaScript and could not be cited. Third-party descriptions of a 24-hour session are NOT vendor-verified.
    INFERRED bound: a customer message within 24h of the claim timestamp is used to verify that a conversation occurred.
unknown_fields: [conversation_definition, time_window, reopen_handling, human_handoff_handling, channels]
lenses:
  vendor:
    verified_if:
      all:
        - customer_message_within: "24h"
    not_verified_if:
      any:
        - duplicate_claim_for_subject
    unverifiable_if:
      any:
        - missing_fact_source: [crm]
  strict:
    verified_if:
      all:
        - customer_message_within: "24h"
        - customer_confirmed_resolved: {within: "30d"}
    not_verified_if:
      any:
        - reopened_within: "30d"
        - escalated_to_human_within: "7d"
        - csat_negative
        - duplicate_claim_for_subject
    unverifiable_if:
      any:
        - missing_fact_source: [crm]
        - identity_unmatched
exclusions: []
billing:
  unit_price: 2.00
  currency: USD

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