"Empathy" + "Agentforce"

• 

  new case creation

• 

  case created response

• 

  vs code's Emotion_detector.cls file.

Inspiration

We wanted to enhance customer support by detecting customer emotions automatically and alerting agents in real-time.

What it does

The project analyzes new case descriptions, detects emotions like "angry" or "happy," and sends a sentiment alert directly to a Slack channel.

How we built it

We developed an Apex class EmotionDetector in Salesforce to perform sentiment detection and integrated it with Slack using HTTP callouts.

Challenges we ran into

• Setting up the Salesforce environment correctly.
• Debugging Apex errors during deployment.
• Properly configuring the Slack webhook integration.

Accomplishments that we're proud of

• Successfully detected emotions based on case description.
• Integrated real-time Slack alerts from Salesforce.
• Completed the end-to-end workflow and live testing.

What we learned

• How to handle Salesforce deployments and environment setups.
• Basics of Apex development and HTTP callouts.
• Integrating external services (Slack) with Salesforce.

What's next for "Empathy" + "Agentforce"

We plan to improve sentiment analysis using AI/ML models and support more emotional tones like "neutral," "confused," or "urgent."

Built With

• github
• salesforce-(apex-programming)
• salesforce-dx-(sfdx-cli)
• slack-webhook-api
• visual-studio