System Agents

System Agents

System agents are iDialogue-managed agents used for important Salesforce admin experiences, such as Agent Builder and Data Context Builder.

They help keep critical setup and configuration workflows current without requiring every Salesforce Admin to manually copy new instructions, prompts, or tools into their org each time iDialogue improves the agent.

What Salesforce Admins Should Know

For most customers, system agents should feel like normal agents in Salesforce:

• You still see an AI Model record in your org.
• Conversations stay connected to that Salesforce agent record.
• The latest iDialogue-managed instructions and tools can be applied automatically.
• You can choose to use your local Salesforce version instead when you need a custom or field-specific agent.

The important control is the Use Local Model checkbox on the AI Model record.

Use Local Model

Use Local Model decides whether iDialogue should use the managed system-agent version or the local agent definition saved in your Salesforce org.

When Use Local Model is unchecked:

• iDialogue uses the current managed system-agent instructions and tools.
• This is recommended for default iDialogue system agents.
• Updates to iDialogue-managed behavior can be delivered without asking admins to manually update the agent prompt.
• Local prompt and tool definitions on that Salesforce record are not treated as the source of truth for the runtime behavior.

When Use Local Model is checked:

• iDialogue uses the local Salesforce agent exactly as configured in your org.
• Your local prompts, skills, and tool configuration are preserved.
• This is recommended for agents installed from Agent Gallery, custom agents, sandbox development, and any implementation where you intentionally want to control the agent behavior locally.

Agent Gallery Installs

Agents installed from Agent Gallery are treated as local agents.

If an upgraded iDialogue package installs an Agent Gallery agent for a rooms__* Salesforce object, iDialogue marks the installed agent as Use Local Model. This prevents a gallery-installed or customized agent from being replaced by a managed system agent just because it works with an iDialogue package object.

Default System Agents

Default system agents are different from gallery-installed agents.

For default admin experiences, such as the Agent Builder tab on an AI Model record, iDialogue can use a local Salesforce AI Model record as the anchor while applying the current iDialogue-managed system-agent behavior behind the scenes.

This avoids two common problems:

• Admins do not need to repeatedly reinstall or update the default Agent Builder prompt.
• Customers avoid confusion between a default system agent and a separate Agent Gallery agent with a similar name.

When To Check Use Local Model

Check Use Local Model when:

• You installed the agent from Agent Gallery.
• You intentionally customized the agent's prompt, tools, or instructions.
• You are developing or testing an agent in a scratch org, sandbox, or packaging org.
• An iDialogue implementation team member or partner gave you a custom agent configuration.
• You want this specific Salesforce agent record to run independently from iDialogue-managed system-agent updates.

Leave Use Local Model unchecked when:

• The agent is a default iDialogue system agent.
• You want iDialogue to keep the agent's core instructions and tools current.
• You have not intentionally customized the agent behavior.

Multiple Agents For The Same Object

You may have more than one agent related to the same iDialogue object, such as multiple agents that help manage prompt records or knowledge records.

Use Use Local Model to decide which behavior you want for each agent record:

• Unchecked means the agent can use the iDialogue-managed system-agent behavior for that object.
• Checked means the agent uses its own local Salesforce configuration.

This allows default iDialogue experiences and custom field-specific agents to coexist in the same Salesforce org.

Package Upgrades

Older installed iDialogue packages may not include Use Local Model or may not send the system-agent signal used by newer versions. Those orgs continue using their locally installed agents until the managed package is upgraded.

After upgrading, default system-agent experiences can use the managed behavior, while Agent Gallery and customized agents can remain local.

Troubleshooting

If an agent is not behaving as expected:

• Check whether Use Local Model is checked on the AI Model record.
• If the agent was installed from Agent Gallery or customized locally, it should usually be checked.
• If the agent is a default iDialogue admin assistant, it should usually be unchecked.
• If two agents have similar names, review which one is on the page layout or tab you are using.

Contact iDialogue Support if a default system agent does not load or if you are unsure whether an agent should be managed or local.