To get started with deploying your agent to channels, add connections to it. Each
connection includes behind-the-scenes instructions that help an agent reason and respond for
one or more channels. Each connection contains adaptive response formats that help your
agent structure responses and deliver multimedia content, such as images, buttons, links,
and videos. You can find adaptive response formats and other settings, including the
Omni-Channel flows that route conversations to and from an agent, in your connection
settings.
Required Editions
Before you begin, create an agent and turn on the required features for your
channels.
Currently, you can add the Messaging connection, Telephony, and Enhanced Chat v2
connection to Agentforce Service agents in the new Agentforce Builder.
-
From the App Launcher, enter Agent, and then select the
Agentforce Studio app.
-
On the Agents tab, click the name of your agent.
-
On the Explorer panel, click
. Then select Add Connection.
-
On the Add Connections window, select one or more connections. Then, click
Add to Agent.
-
To complete setup for a connection, select its name on the Explorer
panel.
After you complete setup for a connection, you can test it by chatting with your
agent on the connected channel.
- Manage Connection Instructions and Response Formats
Guide how your agent reasons and responds on a specific channel with connection instructions and adaptive response formats. For example, tell the agent to ignore disclaimers in emails or to use a specific response format for certain messages.
- Manage Connection Inputs
Connection inputs ensure consistency across agents that use the same connection. Connection inputs can’t be edited during a conversation, ensuring that the values are consistent throughout the agent's interaction. You can customize a specific agent’s connection inputs without impacting other agents.
