AI Engine starts with a free trial. To keep using it after the trial, you activate a licence key from Cloud Connected. Everything is managed on the License tab of the admin panel.
Start the trial#
The free trial starts automatically the first time anyone in the org uses an AI feature, for example a chat question, a score or the AI help in the admin panel. The trial runs for 5 days, includes all features and covers up to 3 users.
Opening Ai Agent Admin Setup → License does not start the trial. Until the first AI request, the tab shows TRIAL with the full 5 days, so you can finish the setup before the trial days start to count.
What the License tab shows#
| Item | Meaning |
|---|---|
| Status | TRIAL or FULL VERSION |
| Org ID | Your Salesforce organisation ID |
| Days remaining | Days left in the trial or licence. Shows EXPIRED when none are left |
| Expires on | The licence end date. Shown once a licence key is activated |
| Users (assigned / limit) | Users counted against the licence, and the limit. Counted are active users who hold AI_Engine_User, directly or through a permission set group, plus every AI_Engine_Admin holder after the first. Unlimited when the licence has no user limit |
When the trial or licence expires#
- Users see a message that the trial or licence has expired ("Your AI Engine trial has expired. Activate a license in AI Engine Admin → License." or "Your AI Engine license has expired. Renew it in AI Engine Admin → License."), and every AI action is blocked until a licence is activated. Automatic and scheduled scoring stop as well.
- Your data and configuration stay intact: Org Profile, Agent Objects, prompt templates, scoring settings, PDF templates, activity logs and scores already written to records.
- After activation, AI Engine works again with the same configuration.
Activate a licence#
- Get a licence key from Cloud Connected (see below).
- Open Ai Agent Admin Setup → License.
- Paste the key into the field under Activate Full Version and click Activate.
- The tab confirms "License activated successfully!" and the status changes to FULL VERSION.
To extend a licence, enter the new key under Renew License in the same way. If the current licence has not expired yet, the new period is added to its end date; if it has expired, the new period runs from the day you activate. The user limit of the new key replaces the old one.
Request a licence or a trial extension#
- Fill in the Request a License form on the tab: Number of Users and License Period (both required) and, optionally, Additional Information (for example "trial extension" or "renewal"). Click Send Request and Cloud Connected will contact you. The request is sent as an email from your org and includes your Org ID, your org's name, and your name and email address, so that Cloud Connected can reply.
- Or contact Cloud Connected directly.
For pricing, contact Cloud Connected.
Troubleshooting#
- Days remaining stays at 5. The trial has not started yet; it starts with the first AI request in the org.
- The admin panel says "This page is for AI Engine administrators." You need the
AI_Engine_Adminpermission set to see the License tab. - "Invalid license key. Please contact Cloud Connected." Check that you copied the complete key. A key works only in the org it was issued for, so a key for another org (for example a sandbox) is rejected. If it still fails, contact Cloud Connected and include the Org ID shown on the tab.
- "Could not send the inquiry. Please e-mail Cloud Connected directly." The request form could not send its email from your org. A common cause, especially in a sandbox, is Setup → Deliverability with Access level set to System email only. Contact Cloud Connected directly, or ask your Salesforce admin whether email can be sent from the org.
- "Please select number of users and period." Choose a value in both Number of Users and License Period before you click Send Request.
- "User limit exceeded (… / …). Please contact Cloud Connected to upgrade your license." More active users hold the AI Engine permission sets than the licence covers, and AI actions are blocked for everyone until that is resolved. Remove the permission sets from users who do not need AI Engine, or contact Cloud Connected to change the limit.