---
schema_version: "1"
id: b9619dddc2de2b20e60ccb6ce3d7291edefe6af4846fab004e7a105a44cd5e84
title: Connect an Agent to Enhanced Chat v2 in Agentforce Builder
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/service_agent_deploy_enhanced_chat_v2.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.service_agent_deploy_enhanced_chat_v2.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 50887cc1942bf579c8ca146f7c745628deba061c78dd6418288f510212603a8c
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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            <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td>

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            <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. <a href="https://help.salesforce.com/s/articleView?id=ai.agent_setup_explore_types.htm&amp;release=264.0.0&amp;type=5" title="Learn about agent types and default templates for specific clouds and common use cases.">Required
                add-on licenses vary by agent type.</a>
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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/resources-global/_corporate/images/checkmark.png" alt="Check mark"></span>This article applies to: Agentforce Service agents and Agentforce Employee
                agents</p>
              <p style="margin-bottom:0;">To learn about channel support for other agent types, see the documentation for
                that type.</p>
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            <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d209268e97">User Permissions Needed</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d209268e100">&nbsp;</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d209268e97 ">To build and manage Service Agents:</td>

            <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d209268e100 ">
              <p>Manage Agentforce Service Agents AND Manage AI Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d209268e97 ">To build and manage Employee Agents</td>

            <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d209268e100 ">
              <p>Manage AI Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

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        </tbody>
      </table>

![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_warning.png)

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](https://www.google.com/url?q=https://help.salesforce.com/s/articleView?id%3D004518025%26type%3D1%26language%3Den_US&sa=D&source=docs&ust=1741369183913264&usg=AOvVaw2NlhM_DYxhX715qEmS7vCn&language=en_US).

1. [Add the Enhanced Chat v2 connection](https://help.salesforce.com/s/articleView?id=ai.agent_connections_set_up.htm&release=264.0.0&type=5 "To get started with deploying your agent to channels, add connections to it. Each connection includes behind-the-scenes instructions that help an agent reason and respond for one or more channels. Each connection contains adaptive response formats that help your agent structure responses and deliver multimedia content, such as images, buttons, links, and videos. You can find adaptive response formats and other settings, including the Omni-Channel flows that route conversations to and from an agent, in your connection settings.") to your agent. On the Review Language Settings window, click **Got It**.
2. On the Explorer panel, expand Enhanced Chat v2 in the Connections section. Then click **Settings**.
3. If you don’t have one already, [create and activate an escalation flow](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&release=264.0.0&type=5 "When an agent encounters conversations that it can’t resolve, it uses the Escalation subagent to escalate the conversation. In the new Agentforce Builder, you can also run the Escalation subagent using the escalate utility function in Agent Script. Escalation and transferring works differently depending on the agent type and channel. You can customize the experience that customers receive when transferring isn’t possible."). Then, on the Settings page, add the escalation flow and an escalation message to your agent.
4. Commit your agent.
5. 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](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US).
6. 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 ![Menu icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/resources-global/_corporate/images/dropdown.png) 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](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_feature_comparison.htm&type=5&language=en_US).
7. 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](https://help.salesforce.com/s/articleView?id=ai.agent_configure_voice_settings.htm&release=264.0.0&type=5 "Select a persona that you want your agent to use when talking to your customers. Consider the type of persona that is most suitable for your agent’s job or purpose.").
        
        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](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_considerations.htm&release=264.0.0&type=5 "When creating, testing, and managing voice-enabled agents consider the supported languages, usage and other limits.").
        
        Voice settings apply to all of your agent’s voice-enabled connections.
8. If you're deploying an Employee agent to Enhanced Chat v2, [give users access to the agent](https://help.salesforce.com/s/articleView?id=ai.agent_manage_aea_access.htm&release=264.0.0&type=5 "Control user access to specific Agentforce Employee agents with permission sets or profiles. In Agentforce Builder, use the Agent Access page. In the legacy Agentforce Builder, use the Agent Access tab.") and [set up credential-based user verification](https://help.salesforce.com/s/articleView?id=service.miaw_credential_user_verification_setup.htm&type=5&language=en_US) 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.
9. [Preview your enhanced web chat setup](https://help.salesforce.com/s/articleView?id=service.miaw_web_test.htm&type=5&language=en_US). To open your Enhanced Chat v2 deployment's preview page, click ![Menu icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/resources-global/_corporate/images/dropdown.png) next to the deployment name on the Settings page. Then select **Preview Deployment**.
10. When you're ready, publish your deployment and then add it to your [external web site](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&language=en_US&type=5) or [Salesforce site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&language=en_US&type=5). To copy your deployment's code snippet, click ![Menu icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/resources-global/_corporate/images/dropdown.png) 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.