---
schema_version: "1"
id: 133e0389e17372717a861de91ea422b7c07af969516a6bef8d50004ba8c31b0a
title: Build a Buyer Engagement Agent
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/mktg/264-0-0/mktg_agent_buyer_engagement_build.md
canonical_url: https://help.salesforce.com/s/articleView?id=mktg.mktg_agent_buyer_engagement_build.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d3bf2a793312e301f368fb058f44420ded079d8e550ef0ad454f64cfb21c79ff
description: Now that you completed the steps to prepare your org, you’re ready to create a Buyer Engagement agent. To ground your agent with communication preferences, product, branding, qualification guidelines, and other customization options, follow the guided steps in the app.
products:
  - Marketing
release: "264"
---
# Build a Buyer Engagement Agent

Now that you completed the steps to prepare your org, you’re ready to create a Buyer Engagement agent. To ground your agent with communication preferences, product, branding, qualification guidelines, and other customization options, follow the guided steps in the app.

### Required Editions

[View supported editions](https://help.salesforce.com/s/articleView?id=mktg.mktg_editions.htm&release=264.0.0&type=5 "Marketing Cloud Next is available in Growth and Advanced editions, and requires Salesforce Enterprise or Unlimited editions. Some features are limited by edition or purchased add-on. All functionality is available in Lightning Experience only.").

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d25235e49">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e49 ">To manage and configure the Buyer Engagement agent:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e49 ">
              <p>System Administrator profile</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Manage Customer Engagement Agent permission
                set</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e49 ">To access the guided setup page for the Buyer Engagement template:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e49 ">Build Agents with Simplified Agent Configuration</td>

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

## Create a Buyer Engagement Agent

Use the Buyer Engagement template to create an agent.

1. In Salesforce Go, on the Buyer Engagement tile, click **Set Up** or **Keep Going**.
2. In the Build and Manage Agents step, click **Go**.
3. Click **Build a New Agent**.
4. Select **Buyer Engagement** for the template type.
5. In Getting Started, select the agent’s user record.
6. Give your agent a name.
7. Select the language for your agent to use.
8. Save your changes and continue to configure the remaining agent settings.

## Configure Agent Settings

Complete the guided configuration steps to customize how your agent behaves when it’s active. To test your settings along the way, use the Preview Agent panel.

You can modify a draft agent or create a new version of an active one at any time. Whenever you modify an agent, make sure to test your changes thoroughly.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25235e197">setup Task</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25235e200">Details</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="setup Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e197 ">Get Started</td>

              <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e200 ">Select the user record for your agent that you created earlier. Then enter a name for
                the agent and select the language it uses to communicate to customers.</td>

            </tr>
            <tr class="">
              <td data-label="setup Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e197 ">Provide the Agent with Core Messaging and Positioning </td>

              <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e200 ">
                <p>Define your core messaging and rules so that agents can provide customers with
                  information in your company context and brand.</p>
                <ul>
                  <li>Rules are evaluated in numerical order. The agent only uses instructions from the
                    first rule that matches a lead or contact. </li>

                  <li>The agent must have field-level access to the fields in your engagement rules. If it
                    doesn’t, the rule returns as false.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="setup Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e197 ">Give the Agent Product Knowledge</td>

              <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e200 ">Arm your agent with even more custom knowledge by adding information to the data
                library that you configured earlier.</td>

            </tr>
            <tr class="">
              <td data-label="setup Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e197 ">Establish Channel Conversation Settings </td>

              <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e200 ">
                <p>To manage how your agent communicates, define the settings for each channel type,
                  including the tone and the AI disclosure message. </p>
                <ul>
                  <li>Keep nudge intervals reasonable. Over-nudging can hurt email deliverability and
                    prospect response. </li>

                  <li>After your agent is created and activated, don’t update the From Name, From Address,
                    or Communication Subscription fields in your Channel Conversation settings. Modifying
                    these fields after activation causes email sending to fail. If you must change any of
                    these settings, create a new agent.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="setup Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e197 ">Define How to Capture Visitor Information in Web Chats</td>

              <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e200 ">Define how your agent collects information to create and store records for visitors
                interested in your business. If you select Lead as the object type, enter a default value
                for Status. All new leads created from web chat sessions are set to this status. If you
                select Contact or Person Account, select a default value for Owner ID and the fields that
                you don’t want your agent to collect. All records are assigned to the user that you select.
                The user must have Inbox enabled. </td>

            </tr>
            <tr class="">
              <td data-label="setup Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e197 ">(Optional) Enable Qualification</td>

              <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e200 ">Evaluate potential customers’ level of interest, so that your team can prioritize the
                people with the highest potential. Turn on the toggle to allow your agent to qualify your
                customers, and then enter a description of your ideal customer profile. Next, add the
                qualifying questions that your sales reps ask to determine a prospect’s interests, needs,
                and urgency.</td>

            </tr>
            <tr class="">
              <td data-label="setup Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e197 ">Configure Meeting Booking Settings</td>

              <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e200 ">
                <p>Configure the settings for how the agent manages bookings, such as which group or
                  user to assign the meeting to. This feature is enabled by default. To disable it, turn off
                  the toggle next to <strong class="uicontrol">Meeting Booking</strong>. </p>
                <p style="margin-bottom:0;">To assign a user as a meeting
                  host, they must have Salesforce Inbox enabled and a connected email account.</p>
              </td>

            </tr>
            <tr class="">
              <td data-label="setup Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e197 ">Review and Activate Your Agent</td>

              <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d25235e200 ">Before you activate your agent, make sure to review your configuration, test it in
                the side panel, and verify that it’s operating as expected. When you’re satisfied, click
                <strong class="uicontrol">Activate Agent</strong>.
              </td>

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

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-mktg-mktg_all-264-0-0-production-enus/e92be4e1-4bef-47a5-a11d-95f4ea1f7d7a/images/icon_note.png)

Note If the lead you selected isn't connected to a unified profile with engagement data, the preview doesn’t show the personalized greeting. See [Troubleshoot Buyer Engagement](https://help.salesforce.com/s/articleView?id=mktg.mktg_agent_buyer_engagement_troubleshooting_setup.htm&language=en_US) in Salesforce Help.

After creating your agent, return to the Buyer Engagement setup section in Salesforce Go to complete the additional setup steps for reply management, web chat, and other settings to get the most out of your agent.