Salesforce MVP Hall of Fame (Shivanath Devinarayanan) · Founded 2022
Agents are an architecture, not a chat box.
Five planes decide whether a digital worker is production or a demo: where people meet it, what it is allowed to call, what runs the step, what it remembers, and how the write survives a timeout.
Founded 2022 · Founder in the Salesforce MVP Hall of Fame · Dubai HQ · Kochi studio
The five planes
How the work is organised.
Read down. Skip one of these in your org and you get a specific failure, not a general slowdown.
- 01
Experience
Slack · Experience Cloud · Portals · Voice · Generative UI
- 02
Control and governance
Identity on the hop · Policy · Rate limits · Audit
- 03
Runtime and agents
Agentforce · Code agents · SDKs · A2A · MCP tools
- 04
Context and memory
Data Cloud · Graph · Vectors · Decision history
- 05
Durable capability
Queues · Retries · IDP · Long-running jobs
Mermaid source
flowchart TD
EXP["1 Experience: Slack, Experience Cloud, portals, voice"] --> CTL["2 Control: identity, policy, rate, audit"]
CTL --> RUN["3 Runtime: Agentforce, code agents, SDKs"]
CTL --> MEM["4 Memory: source of truth, working context, durable memory"]
CTL --> DUR["5 Durable: queues, retries, long jobs, writes"]
RUN --> MEM
RUN --> DUR
DUR --> SOR["Systems of record: Salesforce, ERP, files"]One request
How one request moves through the stack.
A customer asks a question on WhatsApp. Five stops later the record is right and someone can see why.
Surface
On WhatsApp, Slack, a portal or the phone. The agent acknowledges at once.
Gateway
The request runs as that person. The gateway decides which tools and models it may call.
Runtime
Agentforce if the work lives in Salesforce. A code agent if it does not.
Memory
The customer profile, the last conversation and the approved articles, with permissions attached.
Write
A queued write with retries. A timeout never posts twice. The trace is kept.
Five axioms
What we believe before we design anything.
These are the arguments we will have in week one. Better to have them now.
Plane by plane
Each plane, and what breaks without it.
Experience plane
Slack, Experience Cloud, portals, and voice. Skip it and the agent lives in a tab nobody opens.
Control plane
One front door for tool calls and model calls. Skip it and nobody can answer who wrote that record.
Runtime plane
Agentforce, code agents, SDKs. Skip it and every step is forced through one product surface.
Memory plane
Truth, working context, and decision history. Skip it and the agent re-asks what it was told.
Durable plane
Queues, retries, and long jobs. Skip it and a timeout becomes a double posting.
Salesforce and MuleSoft map
See which plane each cloud serves once you wire agents into Salesforce.
What breaks
Three calls we get.
Typical incidents, each traced to a missing plane.
Example
CIO at a Dubai bank
Today: Audit asks who changed a customer record, and the log says ‘integration user’.
After: Every call goes through one gateway carrying the person’s identity, so the log names who asked.
The control planeExample
Finance controller at a Riyadh distributor
Today: A timeout made the agent post the same invoice twice.
After: Writes go through a queue with one write key, so a retry cannot double-post.
The durable planeExample
Service head at a US insurer
Today: The agent asks customers what they told it yesterday.
After: Profile, context and decision history live in memory, with permissions attached.
The memory plane
How Mindcat helps
Diagnostic, first slice, then the operating model.
Three engagements that already exist. No new pricing product, no invented savings.
01
Diagnostic
Where the governance debt sits, which writes have no rollback, and which steps should never have been a model call. Readiness and governance are the existing services.
02
First slice
One named desk end to end: experience surface, gateway path, runtime, memory, and a write someone can reverse. Shadow mode before write authority.
03
Operating model
Specifications, guardrails, and a review cadence so the next agent is a configuration, not a project.
Mermaid source
flowchart TD
A["Diagnostic: map governance debt and write blast radius"] --> B["First slice: one desk, one runtime, one governed write"]
B --> C["Operating model: specs, shadow mode, fleet ops"]Engagements
The work behind each plane.
Questions
What we actually say.
- Is this a replacement for the five-layer AI stack?
- No. The stack is what we install: models, agents, memory, identity, governance. The planes are how the work is organised around it. Same practice, two views.
- Do we need all five planes on day one?
- No. You need to know which one you are skipping and what that costs. Most stalled pilots skipped control or memory and called it a platform problem.
- Is this Salesforce-only?
- No. Salesforce and MuleSoft carry most of it in the orgs we work in, so that is the language we use in a diagnostic. The planes still hold when your runtime is a code agent and your system of record is a warehouse.
- Where does the first slice usually land?
- A desk with a named owner, a documented process, and a write that can be reversed. Claims, invoices, cases, and field service are the usual four.
Next
What to read next.
The brief · one email
Name the desk. Name the write.
We will tell you which plane is missing and what it costs to skip it. The assessment is free: a short read of the org and a written note. If you go ahead, the first build week is a fixed AED/SAR 14,900 (about USD 4,050), credited in full when you sign the build within 60 days. The honest no: if the work is a software factory with a named delivery date, we are the wrong partner.