Igness, Inc. (headquarters: Yokohama, Kanagawa; Representative Director and CEO: Takuma Ogura; "Igness"), which drives AI-native transformation for enterprises, today announced the release of an updated version of Igness LAMP on Salesforce AgentExchange, the leading enterprise marketplace for partner applications and experts. The update gives customers a new way to connect their conversations with customers on LINE Official Account to Agentforce, and to handle everything from drafting replies to responses by AI agents in one place in Salesforce. Alongside the update, Igness has published "Igness LAMP AI Agent Extension Package," an add-on package for Agentforce, on AgentExchange.
Igness LAMP and the Igness LAMP AI Agent Extension Package are now available on AgentExchange (Igness LAMP / Igness LAMP AI Agent Extension Package).
Igness LAMP (Agentforce update)
Igness LAMP is an application that connects LINE Official Account directly to Salesforce, so that friend information and message history can be handled together with customer data in Salesforce. With this update, LINE conversations can be passed as-is to Salesforce Agent Builder and Prompt Builder. From reply drafts written by staff, to automatic responses by AI agents, to agents reviewing past conversations, the update expands where Agentforce can be used in customer service on LINE. Customers can add it to their existing Salesforce environment with confidence and start using it right away.
What's new in this update
1. Reply drafts (AI reply suggestions)
Press "Generate" in the 1:1 message composer, and AI drafts a reply based on the LINE conversation history so far and the customer's information. It can also finish a reply that staff have started, or rewrite it to follow an instruction such as "make it more polite." Drafts use the prompt template "LAMP Reply Draft" included in the Igness LAMP AI Agent Extension Package. In Prompt Builder, you can adjust the tone, length, topics to avoid and more for your company.
The draft instructions can be edited in Salesforce Prompt Builder. You can change the tone, length and model to fit your operations, and the changes are reflected directly in the Igness LAMP screen.
Editing the reply draft template in Prompt Builder
2. Automatic LINE responses with Agentforce
Choose "Agentforce" as the response type in Igness LAMP auto-replies, and an agent the customer has built in Agentforce answers the messages customers send on LINE. Friend information and the linked contact or lead are passed to the agent, so it can respond based on customer data in Salesforce. Conversations carry over across multiple exchanges, and messages sent in quick succession are answered as a single flow.
3. Subagent "Review LINE history"
The Igness LAMP AI Agent Extension Package includes the subagent "Review LINE history" and the agent action "Get conversation timeline." Add them to your agent from the Agentforce Asset Library, and the agent retrieves the LINE conversation with a friend, then summarizes it and lists unanswered questions. Staff only need to ask "Summarize this conversation" from the friend's record page to see where things stand.
The subagent summarizes the conversation and organizes unanswered questions
The subagent's reasoning instructions can be rewritten for each agent in Agentforce Builder. You can adjust what it looks for and how it words its answers to fit your business, and use it inside your existing agents.
Editing the instructions of the subagent "Review LINE history" in Agentforce Builder
Comment from Igness
Ryo Eguchi, Director and COO of Igness, Inc., and Igness LAMP development producer, said: "LINE is a channel close to people's everyday lives, and the conversations there are highly valuable customer data for companies. With this update, LINE conversations can now be passed directly to Agentforce. From supporting staff as they write replies to automatic responses by AI agents, customers can get started inside the Salesforce they already use every day. We will continue to support the use of AI at customer touchpoints through AgentExchange."
Comment from Salesforce
Atsusuke Urano, Executive Officer and Senior Vice President, Alliance Business Unit, Salesforce Japan Co., Ltd., said: "We welcome the addition of the updated Igness LAMP to AgentExchange. Connecting customer conversations on LINE with Agentforce accelerates our customers' business transformation. AgentExchange is constantly evolving to connect customers with applications and experts that fit their business needs."
About Salesforce AgentExchange
Salesforce AgentExchange, one of the world's leading enterprise marketplaces for partner apps and experts, helps companies evolve into agentic enterprises through a trusted, open ecosystem.
Since its launch in 2006, AgentExchange has continued to grow and now offers more than 9,000 apps and experts, with more than 14 million customer installs. AgentExchange connects customers of every size and industry with install-ready and customizable applications and Salesforce certified consultants to help solve any business challenge.
Salesforce, AgentExchange and others are trademarks of Salesforce.com, inc.
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About Igness, Inc.
Igness, Inc. is an AI-native company with the mission "Creating the everyday of the future with generative AI and CRM." It draws on deep CRM expertise and uses generative AI to solve the digital challenges companies face, and offers products that transform customer and employee experiences with AI agents.
