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Salesforce: Agentforce Asa Sdr Feature Degradation: Agentforce

Affected components: Agentforce3 instances

Timeline of updates

1. update2026-05-20 13:01 UTC

   We're investigating an issue impacting Agentforce messaging session transfers where a subset of customers using Service Agent are observing failures resulting in 504 Upstream Request Timeout errors. We're investigating to establish further details on the potential scope of ‌impact. We'll provide an update in 30 minutes or sooner if additional information becomes available.

2. update2026-05-20 13:20 UTC

   We have performed a rolling restart of the impacted instances and validation is in progress. Initial results are positive and we're monitoring performance to ensure there are no errors. We'll provide an update in 30 minutes or sooner if additional information becomes available.

3. update2026-05-20 13:45 UTC

   We’ve completed the rolling restart on the impacted instances and the team has confirmed that the Agentforce messaging session transfers for customers using Service Agent have been restored. We'll 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