The way businesses interact with their CRM has fundamentally changed. What was once a system for logging contacts and tracking deals has evolved into an intelligent platform capable of reasoning, taking action, and working alongside your team. According to Salesforce’s 2025 Connectivity Benchmark Report, 93% of IT leaders plan to deploy autonomous agents within two years—and nearly half already have.
Whether you’re exploring Salesforce’s native AI capabilities or looking at third-party tools that plug directly into the platform, there’s never been a better time to put AI to work for your business. Here’s how to make it happen.
Table of Contents
- Part One: Salesforce’s Native AI Products
- Part Two: Third-Party AI Tools That Work with Salesforce
- Part Three: Making It Work—Practical Considerations
- Looking Ahead
Part One: Salesforce’s Native AI Products
Agentforce: The Autonomous AI Platform
Agentforce represents Salesforce’s biggest bet on AI—and it’s paying off. Evolved from what was previously known as Einstein Copilot, Agentforce is now a full-fledged platform for building and deploying autonomous AI agents that can handle business processes with minimal human intervention.
Unlike traditional automation that follows rigid if-then rules, Agentforce agents connect to your data sources and adapt in real time. They can search for information, create action plans, and execute tasks across sales, service, marketing, and operations.
Key capabilities include:
- Agent Builder: A low-code tool for customizing out-of-the-box agents or creating new ones using Flows, Prompts, Apex, and MuleSoft APIs
- Agent Script: Combines deterministic workflows with flexible LLM reasoning—required business logic runs in sequence while the AI handles nuance
- Agentforce Voice: Brings AI-powered voice capabilities across phone, web, and mobile channels with customizable brand voice
In late 2025, Salesforce introduced Agentforce 360, embedding virtual agents across its entire ecosystem including Slack. The company also launched AgentExchange, the first marketplace dedicated to AI agents, where partners and developers can build and share agent solutions.
Trust remains central to the platform. Agentforce Guardrails combine user-defined safeguards with Salesforce-managed protections to prevent hallucinations, bias, and off-topic conversations.
Einstein AI Suite
While Agentforce handles autonomous tasks, Salesforce Einstein remains the foundational AI layer integrated throughout the CRM. Einstein isn’t autonomous—it requires setup and guidance—but it delivers powerful insights and assistance across key workflows.
Core Einstein capabilities:
- Einstein GPT: Combines public and private AI models with your CRM data, allowing natural-language prompts directly within Salesforce
- Einstein Lead & Opportunity Scoring: Uses machine learning to prioritize your pipeline based on likelihood to convert
- Einstein Conversation Insights: Analyzes sales calls and meetings to surface trends, objections, and coaching opportunities
- Einstein Forecasting: Provides AI-driven predictions to improve sales forecast accuracy
Winter 2026 Release Highlights
The Salesforce Winter 2026 release brought several notable AI enhancements:
- One-Click Account Research: Sales teams can trigger an AI agent that pulls structured and unstructured data to generate strategic questions and insights about any account
- AI-Powered Flow Builder Decisions: Flow Builder can now assess unstructured data like email sentiment or case descriptions—not just rule-based criteria
- Agentforce Sales Coach: Enhanced with multilingual support, role-play scenarios, feedback loops, and performance analytics dashboards
- Data Cloud Vector Database Support: Enables more sophisticated generative AI scenarios with real-time data pipelines and tighter CRM integration
Part Two: Third-Party AI Tools That Work with Salesforce
Salesforce’s native AI is powerful, but the ecosystem of third-party tools adds another dimension. These solutions bring specialized capabilities and often serve as bridges between Salesforce and the rest of your tech stack.
Strategic AI Partnerships
Salesforce has formed deep integrations with the leading AI model providers, giving customers flexibility in how they deploy AI.
OpenAI Integration
The Salesforce and OpenAI partnership, announced at Dreamforce 2025, brings OpenAI’s frontier models directly into the Salesforce platform:
- GPT-5 in Agentforce: OpenAI’s latest models—including reasoning, voice, and multimodal capabilities—can be selected as the preferred model for the Atlas Reasoning Engine and Prompt Builder
- Agentforce 360 in ChatGPT: A first-of-its-kind integration lets companies query sales records, review customer conversations, and build Tableau visualizations directly within ChatGPT
- ChatGPT and Codex in Slack: Teams can surface insights, draft content, and even write code using natural language—all within Slack channels
As Marc Benioff put it: “As consumers, we already get instant recommendations or insights from ChatGPT. Now enterprises can deliver that same intelligence and immediacy.”
Anthropic Integration
Salesforce’s expanded partnership with Anthropic, also announced in October 2025, makes Claude a foundational model for Agentforce 360—with a particular focus on regulated industries.
What makes this partnership notable is that Claude’s traffic remains inside Salesforce’s virtual private cloud. For organizations in financial services, healthcare, and life sciences, this means sensitive data stays within the Salesforce trust boundary.
Through Slack’s Model Context Protocol (MCP) server, Claude can access Slack channels, messages, and files to summarize conversations, extract decisions, and draft updates. Users can invoke Claude directly within Slack to analyze documents or pull insights from Salesforce CRM data.
Companies like CrowdStrike and RBC Wealth Management are already using Claude in Agentforce to power customer experiences and workflows.
Conversation Intelligence: Gong
For revenue teams, Gong has become essential infrastructure. The platform uses AI to analyze every customer conversation and sync insights directly to Salesforce.
When a sales call happens, Gong automatically records and transcribes it, analyzes content for key topics and sentiment, and matches participants to corresponding Salesforce contacts and opportunities. The result: reps spend less time on data entry and managers get clear visibility into deal health.
Gong’s recent MCP (Model Context Protocol) support enables bi-directional intelligence flow between Gong and Salesforce. External AI agents—like those in Salesforce or Microsoft Copilot—can query Gong directly, while Gong’s AI features can pull data from connected platforms.
Recent Salesforce-specific enhancements include:
- AI-generated call dispositions exported to Salesforce tasks
- Call briefs and highlights synced to conversation records
- AI-suggested deal updates that save sellers time on CRM data entry
Cross-Platform Automation: Zapier
Zapier connects Salesforce to over 8,000 applications, and its AI capabilities have matured significantly.
Zapier Agents are AI-powered teammates built into workflows that can proactively monitor Salesforce. For example: when a lead comes in from a form, Zapier can add them to Salesforce, qualify them based on your rules, use AI to summarize their information, draft personalized outreach for high-value prospects, and notify the right sales rep in Slack—all automatically.
New AI workflow features include:
- AI-assisted prompt building with suggestions and in-step testing
- Smart output fields that automatically format AI results for the next step
- Expanded input support for analyzing images, audio, and video
For enterprises, Zapier maintains SOC 2 compliance and GDPR standards, keeping sensitive data secure as it moves between systems.
Part Three: Making It Work—Practical Considerations
Data Cloud as Your Foundation
Every AI capability in this article—native or third-party—depends on quality data. Salesforce Data Cloud serves as the activation layer, pulling customer data from websites, social media, email, apps, and other databases into a unified view.
As Salesforce positions it: Data Cloud lets you “activate any data that you have about your customers” without migrating everything into one stack. This unified foundation is what allows Agentforce agents to reason effectively and third-party tools to sync meaningful insights.
The Model Context Protocol (MCP) Advantage
One of the most significant developments in 2025 was the broader adoption of MCP for agentic interoperability. This protocol enables AI agents from different platforms—Salesforce, Microsoft, Gong, and others—to share context and work together.
If you’re evaluating third-party AI tools, MCP support should be on your checklist. It’s the difference between isolated AI features and a connected system where insights flow between platforms.
Choosing Native vs. Third-Party
There’s no universal answer here, but a practical framework:
- Start with native capabilities when you need tight integration with Salesforce workflows, enterprise-grade security within the Salesforce trust boundary, or AI that reasons across your entire Customer 360 data
- Add third-party tools when you need specialized functionality (like Gong’s conversation analysis), cross-platform automation beyond Salesforce, or specific AI models for particular use cases
Many organizations find the best results from combining both—using Agentforce for core CRM workflows while layering in specialized tools where they add unique value.
Looking Ahead
The shift from assistive AI to truly autonomous agents is no longer theoretical—it’s happening now. Salesforce’s Agentic Enterprise Index showed 119% agent growth in the first half of 2025, and that trajectory shows no signs of slowing.
For businesses evaluating their AI strategy, the opportunity is clear: invest in your data foundation, explore the native capabilities that Agentforce and Einstein provide, and strategically add third-party tools where they extend your reach. The tools are ready. The question is whether your organization is ready to put them to work.
Leave a Reply