Route conversations to your Agentforce Service agents and Agentforce Employee agents
with messaging channels, including Enhanced Chat and other enhanced messaging channels.
Learn how to use context variables, multiple languages, and progess indicators in messaging
channels.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and
Developer Editions. Required
add-on licenses vary by agent type.
|
|
 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.
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- Connect a Service Agent to Enhanced Messaging Channels
Route conversations to a service agent with enhanced messaging channels, including Bring Your Own Channel (BYOC).
- Show Progress Indicators in Bring Your Own Channel
Progress indicators tell the messaging user what actions an Agentforce Service agent is taking behind the scenes of a Bring Your Own Channel messaging session. Standard actions come with pre-written progress indicators, such as "Doing research" or "Analyzing". To customize the progress indicator for an action, edit its loading text.
- Use Context Variables in Messaging Conversations
Personalize agent conversations over messaging channels with context variables. Context variables let your agent use Messaging Session record fields as action inputs.
