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Einstein Copilot

Einstein Copilot is Salesforce’s conversational AI assistant for CRM work, now represented through related capabilities in the Agentforce platform.

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Verified: September 7, 2026

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What is Einstein Copilot?

Einstein Copilot is Salesforce’s conversational AI assistant for CRM work, now represented through related capabilities in the Agentforce platform. It uses trusted business information, including Salesforce CRM data and connected external data, to understand requests and provide answers, insights, or suggested actions. This makes it relevant to teams that need assistance while working with customer, sales, service, or operational information.

People can ask questions in natural language, have the system retrieve business knowledge, break down complex requests, and propose or carry out configured actions. The platform supports employee and customer interactions across the web, phone, and applications, with human handoff for issues beyond an agent’s scope. It is best suited to organizations that want CRM context, workflow automation, and customer engagement to work together.

Key features of Einstein Copilot

  • Trusted Business Data

    The assistant can use Salesforce CRM data and connected external business data to understand requests and form responses. This is useful for questions that depend on customer, sales, service, or other organizational context.

  • Reasoning and Actions

    The system can break a complex request into smaller tasks, evaluate the next steps, and propose a plan. With configured business logic, it can retrieve knowledge, answer questions, or take actions for multi-step work.

  • Low-Code Agent Building

    Teams can use Agent Builder to define subagents, write natural-language instructions, and configure a library of actions. Flows, prompts, Apex, JavaScript, and MuleSoft API connectors can extend automation, business logic, and system connections.

  • Multichannel Team Support

    Related agents can support customers on the web, by phone, and in applications, while assisting employees with service, sales, HR, or IT work. When a request exceeds the configured scope, the interaction can be escalated to a human team.