Set up your Enhanced Chat channel and Embedded Service deployment to accept and pass
hidden pre-chat variables. These variables enable the User Interaction Context Lightning web
component to function with your Agentforce Service agent.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Aura and LWR Experience Cloud Sites |
| Available in: Enhanced Chat with the Einstein for Service, Einstein Platform,
Community, Community Plus, or Agentforce Service Agent add-on |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with
Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses |
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Create Your First Enhanced Chat Channel and Deployment.
During channel setup:
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Give your channel a descriptive name. For example, User Journey Context Channel.
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Set the Routing Type to Omni-Flow.
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Configure the deployment settings. See Configure an Enhanced Web Chat Deployment.
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Set the context parameters. See Customize the Embedded Pre-Chat Form.
Add Custom Parameters in Messaging Settings using the exact, case-sensitive names:
lastViewedArticleId, lastSearchQuery, lastViewedTopicId (Aura), and lastViewedNDCId (LWR).
Select these parameters under Pre-Chat Hidden Variables within the Embedded Service Deployment
settings.
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Save all your changes and publish the deployment.
