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Nothing waiting. Alerts and approval requests appear here when a conversation needs a person.
Audit log
Operator decisions and guardrail events are recorded here.
Wrapped-up conversations land here with their outcome.
Map the service before you configure the agent
A short interview builds a living blueprint of your service — who does what, what the customer sees, where things go wrong, and where a person must take over. The map then derives the agent setup: scope, action guards, warm handoffs and trust context.
Blueprint interview
Ready when you are. Start the interview and the map builds itself while you talk.
The text field always works. Speaking transcribes continuously and feeds the map as you pause.
Context
No files added yet.
Sessions & people
Blueprints
Agent setup from the blueprint
Once the map has steps, this panel derives what the agent may take on, where action guards apply, where warm handoffs are configured, and which trust context each phase carries.
▶Concept and sources
This console combines three patterns that now recur across agent platforms: parallel supervision of live agent conversations, trace-level observability, and a deliberately designed transfer between agent and human. The trust states that scope which tools the agent may use follow the trust-context model voice-agent platforms adopted in 2026, and the approval gate for risky actions follows the action-guard pattern from the Magentic interface project at Microsoft Research. The warm handoff treats escalation as a first-class moment: context is composed for the operator rather than dropped, and the return to the agent closes the loop with a summary — the calibrated-trust findings from a 2025 study on appropriate reliance argue for exactly this kind of visible evidence over bare confidence claims.
The blueprint view adds the design side of the same loop: an interview builds a shared model of the service before any agent is configured. Its notation follows the service-blueprint tradition — customer actions, onstage and backstage work separated by a line of visibility — combined with a multi-actor journey timeline, and the resulting map feeds the agent setup directly: onstage steps become agent scope, risky steps become action guards, marked transfer points become warm handoffs.
Sources: Salesforce Agentforce observability · Sierra supervisory agents · Parloa · the Magentic interface project, Microsoft Research 2025 · appropriate-reliance study, 2025 (n = 308) · service blueprinting after Shostack, Harvard Business Review 1984. All conversations here are scripted.