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Overview

Connect Agentforce to Cekura to run chat evaluations against your agent, test your Agentforce Voice agent by calling its phone number, and monitor production Agentforce Voice calls automatically.
Cekura cannot start outbound calls from an Agentforce Voice agent. For voice testing, Cekura calls your agent’s inbound phone number.

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Prerequisites

  • An Agentforce agent and its Agent ID
  • A Salesforce External Client App with the Client Credentials Flow enabled
  • Your Salesforce My Domain URL, for example https://example.my.salesforce.com
  • For voice: an Agentforce Voice phone number

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Set up the External Client App in Salesforce

1

Add OAuth scopes

In Setup → External Client App Manager, open your app and edit its OAuth settings. Add these scopes:
  • Manage user data via APIs (api)
  • Perform requests at any time (refresh_token, offline_access)
  • Access chatbot services (chatbot_api)
  • Access the Salesforce API Platform (sfap_api)
Enable Client Credentials Flow and Issue JSON Web Token (JWT)-based access tokens for named users, then save.
2

Set the Run As user

On the app’s Policies tab, enable Client Credentials Flow and set Run As to a dedicated integration user.
3

Connect the app to your agent

In Setup → Agentforce Agents, open your agent, go to Connections, add an API connection, and select the External Client App.
4

Grant voice call access

To import Agentforce Voice calls, give the Run As user read access to Voice Calls, Voice Call Recordings, and conversation entries. Turn on call recording in your Agentforce Voice setup if you want Cekura to import recordings.
Salesforce can take a few minutes to apply changes to an External Client App.

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Connect Agentforce in Cekura

In Cekura, go to Agents, create an agent, and select Agentforce as the provider. Select Agentforce as the agent provider in Cekura Enter the following and save the agent: Agentforce integration settings in Cekura

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Chat testing

Open an evaluator, click Run, select Chat under Connections, and start the run. Cekura starts an Agentforce session for each conversation and records the transcript and metrics in the result. Configure Run dialog with Agentforce chat selected See Chat Testing for more details.

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Voice testing

To test your Agentforce Voice agent, enter its phone number under Telephony Settings, keep Inbound enabled, and save the agent. Run an evaluator using the Telephony connection, and Cekura calls the agent’s number for each test. Agentforce telephony settings in Cekura

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Monitor production calls

Enable Auto-fetch Calls in the Agentforce provider settings to import completed Agentforce Voice calls automatically.
1

Configure the phone number

Enter the Agentforce Voice phone number under Telephony Settings. Cekura imports only calls made to or from this number.
2

Enable Auto-fetch Calls

Turn on Auto-fetch Calls and save the agent.Enable Agentforce production call auto-fetch in Cekura
3

Review imported calls

Open Calls in Cekura to review each call’s transcript, recording, duration, end reason, and metric results.Imported Agentforce Voice call with transcript and recording
If a call has no recording in Salesforce, or the Run As user cannot read it, Cekura still imports the transcript and call details.

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Troubleshooting

  • invalid_grant: no valid scopes defined: the External Client App has no OAuth scopes. Add the scopes listed above and enable the Client Credentials Flow.
  • No calls are imported: check that the phone number in Cekura matches the Agentforce Voice number, and that the Run As user can read Voice Calls.
  • Calls import without recordings: turn on call recording in your Agentforce Voice setup and give the Run As user access to Voice Call Recordings.