Use the Tax Advocate agent to answer taxpayer questions about filings, filing assessments, refunds, payments, and tax policy in a chat window on your taxpayer portal.
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The Tax Advocate agent answers questions about a taxpayer's filed returns, refunds, payments, and your agency's tax policy through a chat window on the taxpayer portal. After you set it up, taxpayers get answers in the portal for routine account and policy questions.
How the Tax Advocate Agent Works
The Tax Advocate agent retrieves answers from two sources that you configure and maintain:
- Taxpayer account data: Filings, income documents, payments, refunds, and assessments in Data 360 for the logged-in taxpayer.
- Policy documents: Files you upload to an Agentforce Data Library, such as tax rules, forms guidance, and deadline notices.
When a taxpayer asks a question in the chat window, the agent routes it to the Filing and Assessment, Refund and Payment, or General Tax FAQ topics. Account questions use the taxpayer's Data 360 records. Policy questions use the data library. The agent deploys as an embedded chat widget on your taxpayer portal by using Messaging for In-App and Web. For the topics and actions, see Tax Advocate Agent Topics and Actions.
User Types
Two types of users work with the Tax Advocate agent:
- Taxpayers are authenticated community users. They open the agent from the taxpayer portal and see only their own tax records. Assign the Public Sector Tax and Revenue for Community Users and Agentforce for Public Sector for Community permission sets. See Assign Permissions to Taxpayer Portal Users.
- Tax administrators are internal users. They create the agent, connect the policy library, and deploy the chat widget. See Assign Tax and Revenue Permissions to Internal Users.
Each user type uses a different permission set during setup.
Setting Up the Tax Advocate Agent
Setting up the Tax Advocate agent configures several Salesforce features in sequence. Before you begin, assign permissions to internal users and turn on Tax and Revenue. See Assign Tax and Revenue Permissions to Internal Users and Set Up Tax and Revenue. Then follow these steps:
- Review the topics and actions included with the Public Sector Tax and Revenue template.
- Create the agent from that template, connect your tax policy knowledge base, and activate the agent.
- Deploy the chat widget on the taxpayer portal.
- Assign permissions to taxpayer portal users.
- Tax Advocate Agent Topics and Actions
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. - Set Up the Tax Advocate Agent
Turn on Einstein, Agentforce, and Tax Advocate Community Users. Then create an Agentforce service agent user, or use an existing one, from the Public Sector Tax and Revenue template. - 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.