---
schema_version: "1"
id: 87afc2acbc6d6fd5793e2609ad589ca4cdf24c3318f39b0eba45ba2528cd79b8
title: Let Agentforce Service Agent Start Search-Based Conversations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/experience/264-0-0/support_cnfg_asa_context_driven_conversations.md
canonical_url: https://help.salesforce.com/s/articleView?id=experience.support_cnfg_asa_context_driven_conversations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a04f23ad44ccd1ba67eb1726faf136f40180446f28daa3dc7f7a256ae9aa3279
description: Let Agentforce Service Agent read users’ search queries in real time and initiate context-driven conversations to help users find what they are looking for faster.
products:
  - Experiences
release: "264"
---
# Let Agentforce Service Agent Start Search-Based Conversations

Let Agentforce Service Agent read users’ search queries in real time and initiate context-driven conversations to help users find what they are looking for faster.

### 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>Enhanced Chat</strong> and <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col>
          <col>
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d79584e75">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d79584e75 ">To enable agents in Salesforce:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d79584e75 ">
              <p dir="ltr">Manage AI Agents</p>
              <p dir="ltr">OR</p>
              <p style="margin-bottom:0;" dir="ltr">Customize Application</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d79584e75 ">To build and manage Service Agents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d79584e75 ">
              <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p>
              <p dir="ltr">OR</p>
              <p style="margin-bottom:0;" dir="ltr">Customize Application</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d79584e75 ">To access knowledge base:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d79584e75 ">Lightning Knowledge</td>

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

Complete these prerequisites for desktop site and the Salesforce mobile app:

1. Make sure you have [Enhanced Chat set up](https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&type=5&language=en_US) on your customer site.
2. [Set up your self service portal.](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&type=5&language=en_US)
3. [Set up a service agent.](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&type=5&language=en_US) When you review the topics that come with a service agent, make sure General FAQ and Escalation topics are added. After creating your service agent:
    1. In Agent Builder, click **Knowledge**.
    2. Enable **Show Sources** and enter your knowledge domain URL. This URL is where the Agentforce Service Agent searches for the knowledge articles to answer user queries.
4. [Connect your service agent to Enhanced Chat (MIAW)](https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&type=5&language=en_US).

- **[Let Agentforce Service Agent Start Search-Based Conversations (Desktop)](https://help.salesforce.com/s/articleView?id=experience.support_cnfg_asa_context_driven_conversations_desktop.htm&release=264.0.0&type=5)**  
    Follow these steps to share search queries with Agentforce Service Agent.
- **[Configure Agentforce Service Agent to Initiate Context-Driven Conversations on the Salesforce Mobile App](https://help.salesforce.com/s/articleView?id=experience.support_cfng_ai_exp_on_mobile.htm&release=264.0.0&type=5)**  
    Due to the limited screen space on mobile devices, auto-triggering Agentforce Service Agent when a user enters a search query may be intrusive and distracting to the user. For an elevated experience, create a custom LWC component for your experience site that allows users to choose whether they want Agentforce Service Agent to help them with their queries. This feature is designed to enhance user experience by providing a more intuitive interaction with Agentforce Service Agent. Customize the name and appearance of the custom component to match your experience site’s theme.