Review the topics and actions included with the Tax Advocate agent. The agent answers an authenticated taxpayer's questions about filed returns, refunds, payments, and tax policy.
Required Editions
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The Public Sector Tax and Revenue template includes these actions. Filing and Assessment and Refund and Payment call Get Taxpayer Activity. General Tax FAQ calls Answer Questions from Document.
| Action | Reference Action | Description |
|---|---|---|
| Get Taxpayer Activity | Custom action | Retrieves one tax year of the authenticated taxpayer's filings, income documents, payments, refunds, and assessments. The request names the tax year and the views to return. Sensitive values, such as Social Security numbers, taxpayer identification numbers, and bank and routing numbers, are masked to the last four digits. |
| Answer Questions from Document | Prompt Template: Answer Questions from Document | Answers a question from a user based on information from a document in the Agentforce Data Library. |
Agent Topics
The template includes three topics. Each topic is read-only. The agent reports the values thath the action returns and names the tax year that those values apply to. To connect General Tax FAQ to your policy documents, see Set Up the Tax Policy Knowledge Base.
- Filing and Assessment
- Answers questions about filed returns, the income, deductions, and credits reported on those returns, income documents such as Form W-2 and Form 1099, and adjustments the tax authority made to a return. When a tax year has more than one filing, the agent presents each filing separately and labels it by form type. Questions about refund status, balance due, penalties, interest, and payment history go to Refund and Payment. The agent escalates a dispute or appeal to a revenue officer.
- Refund and Payment
- Answers questions about refunds, payments the taxpayer made, the balance owed, and any penalty or interest the authority assessed. The agent reports each amount as returned and masks account, card, and identification numbers to the last four digits. A person at the tax agency completes payments, payment plans, refund issuance, and penalty or interest waivers. The agent escalates those requests. The agent also escalates when the returned data indicates suspected fraud, identity theft, or an active audit. Questions about return line items, deductions, credits, income documents, or a line-level assessment explanation go to Filing and Assessment.
- General Tax FAQ
- Answers general questions about tax policy, forms, deadlines, penalty and interest policy, installment plans, deductions, and credits from the documents in your Agentforce Data Library. Answers come from those documents. Questions about a specific refund, balance, or filing go to Filing and Assessment or Refund and Payment. When the taxpayer asks to speak with a person, the agent escalates the conversation.
- Ambiguous Question
- Redirect the conversation to the relevant topics when the taxpayer's request is too ambiguous to act on. This subagent prompts users to provide more specific details so that the agent can provide a helpful response.
- Off Topic
- Redirects the conversation to the relevant topics when the taxpayer's request is off-topic. This subagent guides users back to tax-related topics without answering off topic questions.
Tax Advocate Agent Conversation Flow
Here's how the agent uses these topics and actions in a typical taxpayer conversation:
- When a taxpayer sends a message, the agent routes the request to a topic.
- For a question about a filed return, income documents, or an adjustment, the agent uses Filing and Assessment.
- Filing and Assessment calls Get Taxpayer Activity for one tax year. When the taxpayer names a year, the agent uses that year. When the request names no year, or names more than one year, the agent asks which tax year to use before it calls the action.
- For a question about a refund, a payment, a balance, a penalty, or interest, the agent uses Refund and Payment and calls Get Taxpayer Activity for that tax year.
- For a general policy question, the agent uses General Tax FAQ and calls Answer Questions from Document to search the Agentforce Data Library.
- When the library returns no matching information, the agent says so and directs the taxpayer to contact the tax agency.
- When the taxpayer asks to dispute an assessment, make a payment, change the account, or speak with a person, the agent escalates the conversation. When the transfer is unsuccessful, the agent tells the taxpayer to contact the tax agency directly.
See the topic instructions in Agentforce Studio to learn more about how and when the agent runs the actions.
Review the topics, actions, and prompt template for the Tax Advocate agent. Use them as a reference when you customize the agent for your taxpayers. For example, customize the policy documents the agent searches, the tax year the agent confirms, or the conditions for escalating a request.