Connect an Agent to Enhanced Chat v1

Connect an Agentforce Service agent to Enhanced Chat v1 or an Agentforce Employee agent to your Experience Cloud site with Enhanced Web Chat v1.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.

Check mark This article applies to: Agentforce Service agents and Agentforce Employee agents

To learn about channel support for other agent types, see the documentation for that type.

Warning Ensure that the routing procedures don’t simultaneously route conversations to a service rep and an AI agent. For more information, see Knowledge Article: Messaging Session Stuck in Waiting or Inactive Status When a Bot and an Agent Are Engaged.

For detailed instructions on creating Omni-Channel flows for Enhanced Chat, see Prepare a Salesforce Org for Enhanced Chat.

Connect a Service Agent to Enhanced Chat v1

Route conversations to a service agent with Enhanced Chat v1.

Required Editions

User Permissions Needed
To build and manage Service Agents:	Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application

User Permissions Needed

To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

Customize Application

Add the Messaging connection to your agent.
Create an inbound Omni-Channel flow from scratch that routes messages to your agent. For the Route Work action in your inbound Omni-Channel flow, enter these field values.
- Record ID: The recordID variable that you created.
- Service Channel: Messaging
- Route To: Select the Agentforce Service Agent type, and then select your agent's name. If your agent type and name don’t appear, activate your agent, refresh Flow Builder, and try again.
- A messaging queue. When your inbound Omni-Channel flow can't route conversations to your agent, it sends the conversation to this queue.
Add your inbound flow to a messaging channel, and then activate the channel. You can connect your agent to multiple inbound channels, but an inbound channel can be connected to only one agent.
Open your agent in Agentforce Builder. Save and commit your agent and then select the Messaging connection. Confirm that your inbound Omni-Channel flow appears in the Inbound Routing section of the canvas. If a flow doesn’t appear, activate the flow and refresh the builder.
Open your agent in the legacy Agentforce Builder. On the Connections panel, confirm that your inbound Omni-Channel flow appears in the Inbound Routing section of the Messaging connection. If a flow doesn’t appear, activate the flow and refresh the builder.
Add your agent to a messaging interface by configuring an embedded service deployment.

Agents connected to a messaging channel use the Escalation subagent and an outbound Omni-Channel flow to transfer conversations. After you've set up inbound routing for your agent, set up outbound routing.

Connect an Employee Agent to Enhanced Web Chat v1

Add an Agentforce Employee agent to your Experience Cloud site with Enhanced Web Chat v1.

Required Editions

User Permissions Needed
To build and manage Employee agents:	Manage AI Agents OR Customize Application
To create an Experience Cloud site:	Create and Set Up Experiences AND View Setup and Configuration
To customize or publish an Experience Cloud site:	Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site OR View Setup and Configuration AND be a member of the site AND have appropriate role-based site access
To set up Omni-Channl Flow and Messaging:	Customize Application

Agentforce Employee agents connected to Enhanced Web Chat on Experience Cloud sites run in the context of the logged-in user. Permissions and licenses must be assigned to each user. Unauthenticated users aren’t currently supported.

Before you begin:

Give users access to your Agentforce Employee agent. Following the principle of least privilege, assign each user any licenses and permissions necessary to run agent actions.
To learn more about user access to Experience Cloud sites, see Who Can See What in Experience Cloud Sites.

Create an inbound Omni-Channel flow from scratch that routes messages to your agent, and then activate your flow.
For the Route Work action in your inbound Omni-Channel flow, enter these field values.
- Record ID: The recordID variable that you created.
- Service Channel: Messaging
- Route To: Select the Agentforce Employee agent type, and then select your agent's name. If your agent type and name don’t appear, activate your agent, refresh Flow Builder, and try again.
- A messaging queue. When your inbound Omni-Channel flow can't route conversations to your agent, it sends the conversation to this queue.
Create an Enhanced Chat channel.
1. Add the domain of your Experience Cloud site to your messaging channel. You can copy and paste your domain name from the Domains Setup page.
2. Add your inbound flow to your messaging channel, and then activate the channel. You can connect your agent to multiple inbound channels, but an inbound channel can be connected to only one agent.
3. After you finish, turn on credential-based user verification for your channel. Later, you’ll add user verification to your site.
Open your agent in the legacy Agentforce Builder.
1. On the Connections panel, confirm that your inbound Omni-Channel flow appears in the Inbound Routing section of the Messaging connection.
2. If a flow doesn’t appear, activate the flow and refresh the builder.
Add your agent to your site.
1. Configure an embedded service deployment.
2. Add credential-based user verification to your site.
3. Review and, if necessary, adjust your site’s security and privacy settings. For best performance with an embedded service deployment, we recommend setting your security level to Relaxed CSP: Permit Access to Inline Scripts and Allowed Hosts and adding your enhanced service URL to your trusted sites for scripts.
When you're ready, publish your site.