Agent Builder → Agent Settings → Instructions (Agent-Level)
Agent Builder → Agent Settings → Tone (Casual/Neutral/Formal)
Agent Builder → Channels → Welcome Message
Agent Builder → Channels → Error Message

Step 1: List ALL actions the agent needs
        ↓
Step 2: Group actions by user intent similarity
        ↓
Step 3: Write classification descriptions per group
        ↓
Step 4: Test for semantic distinctness
        ↓
Step 5: Validate with real utterances

This topic handles questions about existing order status, including
tracking information, estimated delivery dates, and order modification
requests. It does NOT handle new order placement or returns.

Order stuff

┌─────────────────────────────────────────────────┐
│  AGENT-LEVEL INSTRUCTIONS                       │
│  Persona, global rules, limitations             │
│  Applies to: ALL topics, ALL turns              │
│  Length: 200-500 words                          │
├─────────────────────────────────────────────────┤
│  TOPIC-LEVEL INSTRUCTIONS                       │
│  Workflow logic, data gathering, decisions       │
│  Applies to: One topic only                     │
│  Length: 100-300 words per topic                │
├─────────────────────────────────────────────────┤
│  ACTION-LEVEL INSTRUCTIONS                      │
│  When/how to invoke, inputs, output handling     │
│  Applies to: One action only                    │
│  Length: 50-150 words per action                │
└─────────────────────────────────────────────────┘

✅ GOOD: "When the customer seems frustrated, prioritize empathy
   and offer to escalate if the issue isn't resolved within 2-3 exchanges."

❌ BAD: "If the customer says 'this is ridiculous' OR 'I'm frustrated'
   OR 'this is unacceptable', respond with 'I understand your frustration.
   Let me connect you with a specialist.' and immediately escalate."

✅ GOOD: "Always verify the customer's identity by asking for their
   order number or email address before accessing account details."

❌ BAD: "Don't ever access account details without first verifying
   the customer's identity. Never skip the verification step."

✅ GOOD: "For refund requests, gather the order number and reason.
   Use the Check_Refund_Eligibility action to determine if the
   refund can be processed automatically."

❌ BAD: "If refund amount < $50 AND order date < 30 days AND
   item not in exclusion list, approve refund. If refund amount
   >= $50 OR order date >= 30 days, escalate to manager."

✅ GOOD: "Use the Search_Return_Policy action to find the applicable
   return policy before advising the customer."

❌ BAD: "Our return policy allows returns within 30 days for most items.
   Electronics have a 15-day window. Sale items are final sale.
   International orders have a 45-day window..."

┌──────────────┐
│  1. GREETING │  Welcome, set expectations, disclose AI nature
└──────┬───────┘
       ▼
┌──────────────────┐
│  2. CLASSIFICATION│  Route utterance to correct topic
└──────┬───────────┘
       ▼
┌──────────────────┐
│  3. GATHERING    │  Collect required information (multi-turn)
└──────┬───────────┘
       ▼
┌──────────────────┐
│  4. PROCESSING   │  Execute actions (Flow/Apex/Knowledge)
└──────┬───────────┘
       ▼
┌──────────────────┐
│  5. RESPONSE     │  Present results, confirm understanding
└──────┬───────────┘
       ▼
┌──────────────────┐
│  6. CLOSE        │  Summary, follow-up offer, farewell
└──────────────────┘

✅ GOOD (2 choices):
"I can help you track an existing order or start a return.
 Which would you like?"

❌ BAD (5+ choices):
"I can track orders, start returns, modify orders, check
 inventory, update shipping address, change payment method,
 or cancel orders. What do you need?"

Agent Builder → Topics → Escalation (pre-built)
  ├── Classification: Automatic (always available)
  ├── Routing: Omni-Channel Queue or Skill-based
  └── Context: Conversation transcript passed to agent

┌─────────────────────────────────────────────┐
│  LAYER 1: Einstein Trust Layer (Platform)   │
│  Toxicity detection, PII masking, prompt    │
│  injection defense — automatic, always on   │
├─────────────────────────────────────────────┤
│  LAYER 2: Topic Classification (Design)     │
│  Scope boundaries, out-of-scope rejection,  │
│  topic routing as first line of defense     │
├─────────────────────────────────────────────┤
│  LAYER 3: Instructions (Behavioral)         │
│  Explicit limitations, persona constraints, │
│  "do not provide legal/medical advice"      │
├─────────────────────────────────────────────┤
│  LAYER 4: Flow/Apex Logic (Deterministic)   │
│  Business rule enforcement, data validation,│
│  hard limits, approval gates                │
└─────────────────────────────────────────────┘

    ┌─────────┐
    │ MONITOR │  Track KPIs, review dashboards
    └────┬────┘
         ▼
    ┌─────────┐
    │ ANALYZE │  Identify misrouted utterances, low-CSAT sessions
    └────┬────┘
         ▼
    ┌─────────┐
    │   FIX   │  Update instructions, adjust classifications, add actions
    └────┬────┘
         ▼
    ┌─────────┐
    │ RETEST  │  Run regression tests, add new test cases
    └────┬────┘
         ▼
    ┌─────────┐
    │ DEPLOY  │  Push changes, monitor for improvement
    └────┬────┘
         │
         └──────→ (back to MONITOR)

sf-ai-agentforce-conversationdesign   ← YOU ARE HERE
        │
        ▼
   sf-metadata  →  sf-apex  →  sf-flow  →  sf-deploy
        │                                      │
        ▼                                      ▼
   sf-ai-agentscript              sf-ai-agentforce-testing
        │
        ▼
   sf-deploy  →  sf-ai-agentforce-testing