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Salesforce: Feature Service Disruption: Agentforce

Affected components: Agentforce50 instances

Timeline of updates

1. update2026-02-16 13:54 UTC

   We're investigating a feature disruption impacting AI functionality. Customers are reporting that custom prompts aren't working, resulting in internal server errors for prompts used by users within the contact center feature. Standards prompts aren't impacted. Initial investigations indicate that a recent release could be a potential trigger. We're exploring multiple paths, including a rollback to resolve this issue. We'll provide an update in 30 minutes or sooner if additional information becomes available.

2. update2026-02-16 14:11 UTC

   We're rolling back the change on a test instance to see if it resolves the issue. Once we confirm that rollback is successful, the change will be rolled back on all impacted instances. Custom prompts continue to fail to load due to retrieval errors, disabling all dependent Agentforce functionalities. We'll provide an update in 30 minutes or sooner if additional information becomes available.

3. update2026-02-16 14:26 UTC

   Following the successful rollback on the test instance and the change was rolled back on all impacted instances. Services have been restored as of 14:09 UTC, and the issue is resolved. We will perform a full investigation of the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future. We apologize for how you and your business may have been affected by this incident.

Impact, status and times are the vendor’s own, as last archived. View on status.salesforce.com (opens in new tab). Salesforce profile · Recent Salesforce incidents · Markdown · JSON