Help Agent
The Help Agent is a record-aware question-and-answer assistant grounded in your latest aprity scan. Users ask natural-language questions about their Salesforce org -- "what triggers fire when an Opportunity is closed?", "what validations apply to this account?" -- and get answers cited back to scan facts, not LLM hallucinations.
The Help Agent is exposed inside Salesforce as an Agentforce assistant and as a dedicated page in the Customer Portal. A Slack adapter also exists but is currently partial (see Slack below).
The Online Help tab inside the aprity managed app shows a feature preview and links to the setup guide; the actual conversation happens through Agentforce or the Customer Portal.
What it does
- Contextual answers. Ask about objects, fields, validation rules, triggers, flows, and automations. Every answer cites the source metadata that backed it.
- Record-aware. When the agent runs on a record page, it biases its lookups toward the object in context, so questions like "what runs on this case?" return answers scoped to the right object.
- Thumbs feedback. Each answer carries a thumbs up / thumbs down control. The signal is persisted (PII-scrubbed) and used to flag weak answers for the admin Insights view.
- Channel-agnostic. The same answer engine powers every channel (Agentforce, the Customer Portal, and the partial Slack adapter); the agent is configured once per tenant and the channels share the same scan data.
How it works
The Help Agent runs on a shared agentic orchestrator that calls deterministic knowledge tools built from your latest scan. There is no vector search, no embeddings, and no "retrieval over chunks" -- every answer is grounded in facts the tools return from your scan's structured index.
- The aprity scan builds a structured index of your org -- objects, fields, automations, validation rules, processes, ownership, dependencies, integrations.
- When a user asks a question, the orchestrator queries the relevant knowledge tools -- object dossiers, field lookups, execution order, access/permissions, ownership, dependencies, impact analysis, integrations -- and asks the LLM to formulate an answer grounded only in what those tools returned.
- The answer surfaces alongside citations linking back to the source metadata.
- The user can rate the answer; the signal feeds the Help Agent Insights dashboard.
The agent only sees the metadata captured during the most recent successful scan. If a recent change to the org is missing from the agent's answers, run a fresh scan first.
Where to use it
Agentforce (in Salesforce)
Once the Agentforce setup wizard is completed for your org, the Help Agent is reachable from any Agentforce conversation surface in Salesforce. Place the Agentforce assistant on a record page to take advantage of record-aware answers.
Customer Portal
The Help Agent is also available as a dedicated Help Agent page in the Customer Portal, where users sign in with Salesforce SSO and ask questions about the org without leaving the browser.
Users need the aprity Agent User permission set to interact with the agent.
Slack
A Slack adapter for the Help Agent exists but is currently partial. The primary, fully supported channels are Agentforce and the Customer Portal. If you are interested in the Slack adapter, contact your aprity contact for current availability. See Slack Integration for background.
Plan availability
The Help Agent is included on the Intelligence and Trial plans. It is not available on Documentation.
| Plan | Monthly question budget |
|---|---|
| Documentation | Not included |
| Intelligence | 1,000 / month |
| Trial | 100 / month |
Check the Subscription tab in the aprity app for current usage and the next reset date.
See Plan Comparison for the full feature matrix.
Telemetry and privacy
Help Agent telemetry is PII-scrubbed before persistence. The Insights dashboard surfaces aggregate signals (which objects are asked about, which source metadata is cited, thumbs ratings) without storing the verbatim user question or any user identifier. Telemetry is enabled by default when the Help Agent is enabled and can be toggled per tenant.
See Help Agent Insights for what admins can see, and Audit Logging for the data retention policy that applies.
Limitations
- The agent does not read your org live. It only sees the metadata captured by the most recent successful scan.
- Answers are scoped to a single connected org per channel. To work across multiple orgs, run separate Slack channels or Agentforce assistants per org.
- Monthly question budgets reset at the start of each calendar month. Unused budget does not roll over.
- The agent will say it does not know rather than hallucinate when the scan does not cover the topic of the question.
Troubleshooting
| Issue | Resolution |
|---|---|
| The Online Help tab is hidden in the aprity app | Verify your plan includes the Help Agent (see Plan Comparison). The tab is hidden on Documentation. |
| The agent does not appear in Agentforce | Run the Agentforce setup wizard and confirm Step 4 (Activate) completed. |
| Users cannot interact with the agent | Confirm the aprity Agent User permission set is assigned to those users. |
| Answers feel outdated | Run a fresh scan. The agent always reflects the most recent successful scan; older conversations stay frozen on the scan they were started against. |
| Empty or "I don't know" answers | The topic is likely outside the scan scope. Use Analysis Configuration to widen scope, then re-scan. |
| Monthly budget reached | Wait for the next calendar-month reset, or contact sales@aprity.ai to discuss raising the budget. |
For anything else, contact support@aprity.ai.