Customerly vs Salesforce Agentforce: AI customer service compared

Overview

Salesforce Agentforce is Salesforce's AI agent platform, and Customerly is an AI-first customer service platform with its own AI agent, Aura. Agentforce agents reason through a task, take actions and hand off to human reps, using Salesforce CRM data and Data 360. Aura answers from your Help Center, canned responses and documents, runs multi-step actions through AI Missions, and hands off to a teammate in the same inbox. Aura also reads images, PDF and TXT files that customers share.

Last updated: 5 November 2026 · Salesforce facts checked on salesforce.com and help.salesforce.com on 5 November 2026

The real choice is about where your support team works. Agentforce adds agents to a Salesforce stack. Customerly replaces the stack for support: inbox, Help Center, Aura AI, automation, surveys and contact lists in one product.

Pricing model: Agentforce vs Customerly

Agentforce is priced by usage per conversation or per action, while Customerly is priced per seat plus a flat rate per AI conversation. Salesforce Flex Credits and Conversations can't be used in the same org, and only Flex Credits are available on pay-as-you-go and pre-commit buying.

List-price math shows how much the Agentforce buying model changes the bill. For 5,000 AI conversations a month, counting AI usage only:

• Agentforce Conversations: 5,000 × $2 = $10,000 a month.
• Agentforce Flex Credits: Salesforce's self-service example uses 40 credits per request, which is two actions or $0.20. 5,000 requests at that rate = $1,000 a month. Each extra action adds $0.10, and Data 360 credits are not included.
• Aura: 5,000 × $0.45 = $2,250 a month, or $2,500 on demand, however many steps the conversation takes.

Agentforce on Flex Credits can cost less than Aura when conversations are short and take few actions. Aura is easier to forecast when conversations take many steps, because the price doesn't change with the number of actions. Seats, licenses and other usage come on top in both cases. Salesforce's page says it is for information only and sends detailed pricing to its sales team.

AI agent: Agentforce vs Aura

Agentforce and Aura both resolve customer requests on their own, take actions and hand off to humans. The main differences are the data they ground on and the channels they cover.

TeamSystem's Fatture in Cloud runs on Customerly for 600,000+ customers, with 60% of requests resolved by AI.

Languages: Agentforce vs Aura

Salesforce lists 56 languages for Agentforce Service Agent, while Aura answers in any language from one knowledge base. In Salesforce's table, 25 of the 56 are marked Beta, including Arabic, Hebrew and Russian. Aura needs no language list and no extra setup per language.

EU data and GDPR: Agentforce vs Customerly

Both vendors offer a route to keep customer data in the EU, and Customerly's is the default. Customerly stores customer data in the European Union and publishes security, GDPR and EU AI Act pages.

Salesforce documents these Agentforce and EU items:

• Hyperforce EU Operating Zone: stores and processes customer data within the region, with 24/7 support from EU-based staff. It covers a select set of products that includes Service Cloud. The zone page doesn't name Agentforce, so confirm your features with Salesforce.
• EU Cloud Code of Conduct: Salesforce reports that Agentforce received Second-Level Compliance recognition (March 2026).
• Zero data retention: Salesforce's Agentforce Service Agent page says third-party LLMs don't retain your data or use it for model training.

Migration: from Agentforce to Customerly

Moving to Customerly means replacing the AI agent and the helpdesk for your support team, and the Customerly team assists at no cost. The named sources for that help are Zendesk, Intercom, HubSpot and other helpdesks. Salesforce isn't named, so agree which Service Cloud records move before you commit.

The plan is simple. Import contacts from CSV or XLS files. Move your knowledge into the Customerly Help Center, then train Aura on it. Rebuild your escalations and routing in Flows and smart rules. If Salesforce stays as the CRM for your sales team, raise that in the demo, because it decides how much of the setup changes.

Where Salesforce Agentforce is stronger

Salesforce Agentforce is the stronger pick when your business already lives in Salesforce, and in these areas:

• CRM depth. Agentforce grounds answers on Salesforce records with your existing role-based permissions and field-level security.
• Voice. Agentforce Voice handles phone, web and mobile calls. Customerly has no voice channel today.
• Channel range. Salesforce lists SMS, Apple Messages and LINE, which Customerly doesn't list.
• Builder tooling. Agentforce Studio includes Agent Script, a Testing Center and Agentforce Observability for teams with Salesforce admins and developers.
• Short, simple conversations at volume. Flex Credits at $0.10 per action can cost less than $0.45 per conversation when a request takes few actions.
• Employee agents on one platform. Salesforce sells agents for employees and for customers on the same platform.
• A broader AI portfolio. Salesforce completed its acquisition of Fin, formerly Intercom, on 10 September 2026, and says Fin broadens its customer service AI portfolio alongside Agentforce.

Where Customerly is stronger

Customerly is the stronger pick when you don't run Salesforce or don't want to adopt it for support:

• One product. Inbox, Aura AI, Flows, Help Center, email marketing, surveys and contact lists come from one vendor. Features vary by plan: see pricing.
• One AI rate. Aura has one list price per AI conversation, however many steps the conversation takes.
• Any language. Aura answers in any language from one knowledge base.
• Free lite seats. Managers and viewers who don't work the inbox don't need a paid seat.
• Assisted migration at no cost. The Customerly team helps you move.
• Self-serve start. A 14-day trial lets you test Aura on your own Help Center.

Verdict

Salesforce Agentforce is the natural choice for service teams already on Salesforce, especially if they need voice or deep CRM actions. Customerly is the natural choice for teams that want one AI-first support platform, one rate per AI conversation and an AI agent that works in any language, without a Salesforce org to run. The fastest test is your own tickets: book a demo and see Aura run on them.