---
schema_version: "1"
id: 585a000513d3eca8b9e1a4c595433054faca2bc9551983b9b760791f2237174b
title: Standard Agent Connection Reference
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_surfaces_ref.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_surfaces_ref.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 067df7e915c2c21f626e483f15c5c235c2ef8d8d7d24a9b1d9762d4561af83dc
description: Each connection gives your agent context about specific channels.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Standard Agent Connection Reference

Each connection gives your agent context about specific channels.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations, or <strong>Agentforce 1</strong> or <strong>Einstein 1</strong> Editions</td></tr></tbody></table>

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](https://help.salesforce.com/s/articleView?id=ai.agent_enhanced_chat_v2_custom_lightning_types.htm&release=264.0.0&type=5 "With custom Lightning types, you can enhance the UI of custom agent actions for Agentforce Employee agents in the Agentforce panel in Lightning Experience. This capability applies to agent actions that use Apex as the data type for inputs or outputs.").

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Associated channels</td><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Enhanced Chat v2</td></tr><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Supported agent types</td><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Agentforce Service Agent</td></tr></tbody></table>

## Marketing Email

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Associated channels</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Unified Messaging</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Included adaptive response formats</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Marketing Email Text</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Included inputs</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
              <ul>
                <li>emailSignature</li>

                <li>emailDisclosure</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Supported agent types</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Agentforce Service Agent</td>

          </tr>
        </tbody>
      </table>

## Messaging

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Associated channels</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
              <ul>
                <li>Enhanced In-App Chat</li>

                <li>Enhanced Web Chat</li>

                <li>Enhanced WhatsApp</li>

                <li>Enhanced Facebook Messenger</li>

                <li>Enhanced Apple Messages for Business</li>

                <li>Enhanced LINE</li>

                <li>Bring Your Own Channel</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Included adaptive response formats</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=ai.agent_response_ref_rich_choice.htm&amp;release=264.0.0&amp;type=5" title="A rich choice response is a question with a list of records specific to the end-user. Currently, rich choice response is available for Agentforce Service Agent only.">Adaptive Response Format: Rich Choice Response</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=ai.agent_response_ref_rich_link.htm&amp;release=264.0.0&amp;type=5" title="A rich link response is a web page link with a title and image. Currently, rich link response is available for Agentforce Service Agent only.">Adaptive Response Format: Rich Link Response</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=ai.agent_response_ref_time_picker.htm&amp;release=264.0.0&amp;type=5" title="A time picker response is a list of available time slots. Currently, time picker response is available for Agentforce Service Agent only.">Adaptive Response Format: Time Picker</a> (for Enhanced Apple Messages for
                  Business only)</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Supported agent types</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
              <ul>
                <li>Agentforce Service Agent</li>

                <li>Agentforce Employee Agent (for Enhanced Web Chat only)</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

## Service Email

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Associated channels</td><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Email-to-Case</td></tr><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Included adaptive response formats</td><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Rich Service Email Response</td></tr><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Supported agent types</td><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Agentforce Service Agent</td></tr></tbody></table>

## Slack

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Associated channels</td><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Slack</td></tr><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Supported agent types</td><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Agentforce Employee Agent</td></tr></tbody></table>

## Telephony

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Associated channels</td><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Agentforce Voice</td></tr><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Supported agent types</td><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Agentforce Service Agent</td></tr></tbody></table>

#### See Also

- [Provide Conversation Support with Messaging in Service Cloud](https://help.salesforce.com/s/articleView?id=service.livemessage_intro.htm&language=en_US)