Draft replies to retailers' order-status emails
In Nestlé's B2B pilot, Agentforce reads retailers' emails and attachments, looks up order data and drafts a reply; a rep approves it. Finding order information dropped from several minutes to under one, and pilots suggest over 55% automation potential for invoice, order-status and credential requests.
- Agent or tool
- Agentforce B2B service agent
- Topic
- Email & Inbox
- Reported on
- Case study (Salesforce)
- Added
- 2026-10-29
Why it matters
Email is where a lot of admin quietly piles up. An agent that can read, sort, draft and follow up turns an inbox from a to-do list into something closer to a summary. It is one of 108 sightings filed under Email & Inbox on Agent Sightings (number 23 by interest), and one of 1 involving Agentforce B2B service agent.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Agentforce B2B service agent or any similar agent and adjust the details to your situation.
Read each retailer email and its attachments, look up the order in our system, and draft a reply about the delivery date, invoice or login problem. Leave it for me to approve.
Tip: Start with read-only access or 'draft, don't send', and check a few drafts before trusting it to send anything.
Source
Read the original first-hand account on Case study (Salesforce): https://www.salesforce.com/customer-stories/nestle/agentic-b2b-service/. Our summary is a paraphrase; details are in the source.
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