Standard Agent Connection Reference

Each connection gives your agent context about specific channels.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations, or Agentforce 1 or Einstein 1 Editions

For the best customer experience, we recommend creating a separate Agentforce Service agent for the Telephony and Service Email connections.

Enhanced Chat V2

Enhanced Chat v2 channels use custom Lightning Web Components (LWCs) instead of adaptive response formats. For more information, see Personalize Enhanced Chat v2 Interface with Custom Lightning Types.

Associated channels	Enhanced Chat v2
Supported agent types	Agentforce Service Agent

Marketing Email

Associated channels	Unified Messaging
Included adaptive response formats	Marketing Email Text
Included inputs	emailSignature emailDisclosure
Supported agent types	Agentforce Service Agent

Messaging

Associated channels	Enhanced In-App Chat Enhanced Web Chat Enhanced WhatsApp Enhanced Facebook Messenger Enhanced Apple Messages for Business Enhanced LINE Bring Your Own Channel
Included adaptive response formats	Adaptive Response Format: Rich Choice Response Adaptive Response Format: Rich Link Response Adaptive Response Format: Time Picker (for Enhanced Apple Messages for Business only)
Supported agent types	Agentforce Service Agent Agentforce Employee Agent (for Enhanced Web Chat only)

Service Email

Associated channels	Email-to-Case
Included adaptive response formats	Rich Service Email Response
Supported agent types	Agentforce Service Agent

Slack

Associated channels	Slack
Supported agent types	Agentforce Employee Agent

Telephony

Associated channels	Agentforce Voice
Supported agent types	Agentforce Service Agent