Connect an Agent to Enhanced Chat v2 in Agentforce Builder

To connect an agent to Enhanced Chat v2 in the new Agentforce Builder, set up the Enhanced Chat v2 connection. Agentforce Builder creates the channel and Enhanced Chat v2 deployment for you. Set up Agentforce Voice for Enhanced Chat v2 so that users can switch between speech and text when they chat with an Agentforce Service agent.

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.

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

To build and manage Employee Agents

Manage AI Agents

Customize Application

Warning Make sure 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.

Add the Enhanced Chat v2 connection to your agent. On the Review Language Settings window, click Got It.
On the Explorer panel, expand Enhanced Chat v2 in the Connections section. Then click Settings.
If you don’t have one already, create and activate an escalation flow. Then, on the Settings page, add the escalation flow and an escalation message to your agent.
Commit your agent.
On the Settings page, click New Channel. In the New Channel window, enter these field values.
- Name: Name of the channel
- Developer Name: Must be unique and no more than 80 characters.
- Domain: The website where you want to host the deployment. Enter the domain without a protocol (such as https://), www, or path. Agentforce formats the domain for you and shows an error if the domain isn't valid.
- Fallback Queue: When your agent is unavailable, conversations are routed to this queue. See Create Queues.
If this is your first Enhanced Chat channel, review and accept the terms and conditions. Then click Create Channel. Agentforce creates an embedded service deployment for it. To see the new channel and its deployment, refresh the page.
It can take up to 10 minutes for Salesforce to create the Enhanced Chat v2 channel and deployment.
1. To add more deployments to your channel, activate your agent. Then click next to your channel in the Enhanced Chat Channels table and select Create Deployment.
2. To customize Enhanced Chat v2 deployment settings, click the deployment's name in the Enhanced Chat Channels table. For a list of features available for Enhanced Chat v2, see Compare Enhanced Chat v1 to Enhanced Chat v2.
Optionally, set up Agentforce Voice for your Enhanced Chat v2 channel.
1. Click your channel's name in the Enhanced Chat Channels table.
2. In the Agentforce Voice section of the Messaging Settings Setup page, turn on Agentforce Voice.
3. On the Voice Settings page in Agentforce Builder, customize the voice.
  By default, the language is English (United States) and the voice is Mark. For more information about the languages and locales Agentforce Voice supports, see Agentforce Voice Considerations.
  
  Voice settings apply to all of your agent’s voice-enabled connections.
If you're deploying an Employee agent to Enhanced Chat v2, give users access to the agent and set up credential-based user verification for your Enhanced Chat channel. Employee agents on Enhanced Chat v2 run in the context of the logged-in user. Unauthenticated users aren't supported.
Preview your enhanced web chat setup. To open your Enhanced Chat v2 deployment's preview page, click next to the deployment name on the Settings page. Then select Preview Deployment.
When you're ready, publish your deployment and then add it to your external web site or Salesforce site. To copy your deployment's code snippet, click next to the deployment name on the Settings page and then select View Code Snippet.
You can only deploy Agentforce Employee agents on Enhanced Chat v2 to Experience Cloud sites.

After you publish your deployment, test it in a private browser window. Confirm that the agent stays in scope and escalates correctly. If you turned on Agentforce Voice, confirm that you can switch between speech and text.