The challenge
Bright Power manages compliance reporting for buildings, and every report it files can trigger correspondence from the jurisdiction that receives it. Each of those emails had to be opened by hand, matched to the right property and the right submission, and read carefully to work out what the jurisdiction was actually saying: was the report accepted, was it rejected, or was the message simply informational? Only then could someone update the compliance record. It was careful, repetitive work, and it kept analysts away from the cases that really needed their judgment.
What we built
We built the Compliance Triage Agent on Salesforce Agentforce. When a jurisdiction emails about a building’s compliance report, the agent reads the message, identifies the property and the submission it refers to, and determines the outcome. It then updates the existing compliance record, so the team’s system stays current without anyone processing the email by hand. Purely informational messages are closed out automatically, and anything the agent can’t confidently interpret goes to a human analyst with the reason and a link to the original email.
How the agent handles each email
- Read the message. The agent reads the incoming correspondence from the jurisdiction.
- Find the building. It works out which property the email is about.
- Match the submission. It identifies which compliance submission the jurisdiction is responding to.
- Understand the outcome. It determines whether the report was accepted, rejected, or whether the message is purely informational.
- Take the right action. It updates the matching compliance record, closes informational messages, or escalates to an analyst.
Built to know when to ask for help
Compliance records have to be right, so we designed the agent to stop rather than guess. If a message is unclear, if the agent can’t identify the property, or if it runs into a scenario it wasn’t built for, it doesn’t push ahead. It escalates to a human analyst instead, and it explains why it couldn’t proceed and links straight to the original email. The analyst picks up exactly where the agent left off, without having to dig for context.
Keeping the queue clean
Not every email from a jurisdiction needs action. Purely informational messages are closed out automatically, so they don’t pile up in the queue. What remains for the team is the work that actually needs a person.
Why Agentforce was the right fit
Bright Power’s compliance records already live in Salesforce, so building the agent on Agentforce meant it could work directly with those records, within the permissions and security model the team already relies on. There was no separate system to keep in sync.
What made this work
- A narrow, well-defined job: triage jurisdiction email and keep compliance records current.
- Clear outcomes for every message: accepted, rejected or informational.
- Escalation by design, with a reason and a link to the source email every time.
- A firm limit on what the agent can change: existing records only.
- Built on the platform where the data already lives.
Results
- Compliance Triage Agent live in production on Salesforce Agentforce
- Jurisdiction emails matched to the right property and submission automatically
- Compliance records updated without anyone processing each email by hand
- Purely informational messages closed out so they don’t clutter the queue
- Unclear messages escalated to an analyst with the reason and a link to the original email
- Agent limited to updating existing records; it never creates new ones