Coveo adds context passthrough for Agentforce to lift accuracy and speed in support
Coveo introduced two updates for teams using Salesforce Agentforce: custom context passthrough and broader compatibility. The goal is simple-make AI agents pull the right content at the right moment, based on who is asking and what they're working on.
Custom context passthrough lets Coveo's Relevance-Augmented Passage Retrieval API (PR-API) adapt retrieval using precise attributes such as agent role, account tier, product line, or region. Expect tighter answers, higher self-service success, shorter handle times, and lower mean time to resolution.
What changed
The integration now goes beyond basic Q&A. Teams can support autonomous case resolution, auto-draft emails, and generate knowledge articles-grounded in enterprise-approved content and governed by existing controls.
Joyce Leung, Vice President of Support Operations at Illumio, shared the testing impact: "When we combined Agentforce with Coveo, the results were on another level… The multiplier effect of bringing the two solutions together was incredible, consistently returning responses that truly amazed our team."
Why this matters for support leaders
Most support orgs still battle siloed data and uneven content quality. Context passthrough gives AI agents the missing signal-who the user is, what they own, and what matters in this moment-so responses align with entitlements, products, and policies.
Coveo notes that the approach helps reduce cost-to-serve, accelerate time-to-resolution, and improve both self-service and assisted service. The unified index and context-first stack also target accuracy, hallucination risk, security, and content trust-common blockers in enterprise AI rollouts.
How context passthrough works in practice
Agentforce sends a query with context (for example: "L2 agent, platinum account, product X, EMEA"). PR-API uses that context to select the most relevant, approved content across connected sources, then returns passages with citations for the AI agent to act on.
The result: fewer generic answers, more policy-aware responses, and a faster path to resolution-without bypassing enterprise safeguards.
What you can do now
- Map context fields: Define the minimum set (role, entitlement, product, version, region). Keep it small and reliable.
- Prioritize content sources: Connect only approved, high-signal repositories first. De-dupe and archive stale content.
- Set guardrails: Enforce citation, content approvals, and access controls. Log every action for audit.
- Pilot with narrow scopes: Start with one product line or one tier. Measure before/after.
- Measure what matters: AHT, MTTR, first-contact resolution, deflection/containment, CSAT, and agent editing time.
- Train agents on prompts and escalation rules to keep responses consistent.
Voices from the industry
Jujhar Singh, President and General Manager, Applications and Industries at Salesforce, said: "Combined with Agentforce, Coveo supports the next generation of AI agents that meet that challenge by combining deep enterprise knowledge with contextual intelligence, empowering teams to serve customers with precision, speed, and confidence."
Richard Tessier, Co-Founder and Senior Vice President of Product at Coveo, added: "With these capabilities, we're giving enterprises key pieces to build successful agents: control and context… it enables smarter actions, grounded in enterprise truth, shaped by the user's reality."
Risk, trust, and compliance
Coveo's approach keeps agent actions anchored to approved sources and enterprise permissions. That reduces drift, limits hallucinations, and supports compliance reviews.
For support leaders, this means your AI agents can act within the same security and content rules your teams already follow-no shortcuts.
Availability
The new features are part of the Coveo AI-Relevance Platform and are available to enterprises expanding AI across support and operations. For product details, see Coveo's platform overview and Salesforce's Agentforce.
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