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Deploy the Agentforce Chat Widget to the Tax Portal

Create an Enhanced Chat channel routed to the Tax Advocate agent, deploy it as an embedded service. Then connect it to the taxpayer portal in Experience Builder.

Required Editions

View supported product editions.
User Permissions Needed
To create and manage Experience Cloud sites: Create and Manage Experiences AND Customize Application
To configure messaging channels and deployments: Customize Application AND Manage Messaging

Before you deploy the chat widget, set up the Tax and Revenue agent and create the taxpayer portal site. See Set Up the Tax Advocate Agent and Create the Taxpayer Portal Site.

  1. Create a fallback queue for conversations the agent can't resolve.
    1. From Setup, in the Quick Find box, enter Queues, and then select Queues.
    2. Click New.
    3. Enter a Label such as Tax Revenue Support Queue and a Queue Name such as Tax_Revenue_Support_Queue.
    4. Under Supported Objects, add Case, Messaging Session, Messaging User, and Agent Work.
    5. Under Queue Members, add the human agents who handle escalated taxpayer conversations. Don't add accounts, such as a Bot User or EinsteinServiceAgent User. Don't add an unnamed placeholder or test user as they aren't valid recipients for fallback work. Then click Save.
  2. Create the messaging channel.
    1. From Setup, in the Quick Find box, enter Messaging Settings, and then select Messaging Settings.
    2. Click New Channel, and then select Enhanced Chat.
    3. Enter a Channel Name such as Tax Revenue Portal Chat and a Developer Name such as Tax_Revenue_Portal_Chat.
    4. Set Deployment Type to Web.
    5. In the Domain field, enter the host domain URL of your taxpayer portal site. For example, orgfarm-xxxxxxx.test1.my.pc-rnd.site.com.
      Enter the host name only. Don't include a path prefix such as /taxportal.
    6. To find your host name URL, in Setup, enter Digital Experiences, and then select All Sites. Copy the domain URL shown for your site.
  3. Configure channel routing to send conversations directly to the Agentforce agent.
    1. On the messaging channel record, set Omni-Channel Routing Type to Agentforce Service Agent.
    2. For Agentforce Service Agent, select your Tax and Revenue agent.
    3. For Fallback Queue, select the queue you created in step 1, and then save and activate the channel.
    4. Select Add User Verification. You also need to enable user verification on your site in Experience Builder.
  4. Create the embedded service deployment.
    1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select Embedded Service Deployments.
    2. Click New Deployment, and then select Enhanced Chat and then Web.
    3. Click Next.
    4. Enter a Deployment Name such as Tax Revenue Enanched Chat Deployment and a Developer Name such as Tax_Revenue_Enhanced_Chat_Deployment.
    5. For Messaging Channel, select the channel you created in step 2.
    6. Configure branding, pre-chat fields, and business hours as needed, and then click Publish.
  5. Add the chat widget to the taxpayer portal site.
    1. From Setup, enter Digital Experiences, and then select All Sites.
    2. To open your taxpayer portal site in Experience Builder, click Builder next to the site name.
    3. Drag the Embedded Messaging component on to the Home page or Tax Center page.
    4. Click the component to open the properties panel. For Embedded Web Deployment, select the deployment you created in step 4.
    5. Select Add credential-based user verification.
    6. Click Publish.