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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.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.

Access Standard Progress Indicators for Your Agentforce Service Agent

Standard agent actions come with pre-written progress indicators. When creating your Agentforce Service Agent, add one or more standard agent actions . To specify your own loading text for editable actions, both standard and custom, see Edit the Loading Text for an Agent Action.

Write Custom Progress Indicators for Your Agentforce Service Agent

Before you enable progress indicators in Bring Your Own Channel, create an Agentforce Service Agent. Then, create a custom agent action for your Agentforce Service Agent, which includes writing loading text for the different actions your agent can call in a conversation.

Turn On Progress Indicators in Bring Your Own Channel

Now that you've written progress indicators, allow Bring Your Own Channel to show them in the messaging conversation window.

This option is available if your Messaging partner supports it in the Conversation Channel Definition. Usage counts towards your high volume platform event allocation. See Considerations and Limitations for Bring Your Own Channel for Messaging or Considerations and Limitations for Bring Your Own Channel for CCaaS for more information.

  1. From Setup, in the Quick Find box, enter Messing Settings, and click Messing Settings.
  2. Click to edit your Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS Channel.
  3. In the Event-Driven Settings card, click Edit.
  4. Select Show Agentforce agent progress indicator.
  5. Save your changes.