---
schema_version: "1"
id: c9578f90e3e7b9a67646cfd1d5be058f4b3728eb6b3c16539e15d729af8de766
title: Prepare Your Org for 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_prepare.md
canonical_url: https://help.salesforce.com/s/articleView?id=mktg.mktg_agent_buyer_engagement_prepare.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ee27470644ad2dbfd61225374fc54d6916c25c4e0b286ef6fe91bce0b1644bea
description: To get started, confirm the prerequisites and turn on the Buyer Engagement template. The Buyer Engagement template includes the settings and features that are required for the agent to interact with customers through marketing channels. Then assign user permissions, configure the agent’s user record, and complete the remaining tasks to set up your org.
products:
  - Marketing
release: "264"
---
# Prepare Your Org for a Buyer Engagement Agent

To get started, confirm the prerequisites and turn on the Buyer Engagement template. The Buyer Engagement template includes the settings and features that are required for the agent to interact with customers through marketing channels. Then assign user permissions, configure the agent’s user record, and complete the remaining tasks to set up your org.

### 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="d90067e49">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e49 ">To configure and customize the Salesforce org:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e49 ">System Administrator profile AND Data Cloud Architect AND Marketing Cloud Admin
              permission sets </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e49 ">To configure most settings in <span>Marketing Cloud Next</span>:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e49 ">Marketing Cloud Admin permission set </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e49 ">To configure required settings in Data 360:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e49 ">Data Cloud Architect permission set</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e49 ">To manage and configure the Buyer Engagement agent:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e49 ">Manage Customer Engagement Agent permission set</td>

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

## Confirm the Prerequisites

Before you deploy the Buyer Engagement agent, certain foundational configurations must be in place. These prerequisites ensure that the agent has the necessary information to operate effectively.

  
| Requirement | Details | REsources |
| --- | --- | --- |
| Agentforce | Turn on Agentforce. Agentforce is required for all agentic capabilities. | [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ind.enable_agentforce.htm&language=en_US) |
| Marketing Cloud Next Enablement and Data Setup | Complete the steps on the Basic Settings page of Marketing Cloud Next setup, including enabling Marketing Cloud Next, deploying the marketing and sales data kits, and configuring identity resolution for the Individual object. | [Getting Started with Marketing Cloud Next](https://help.salesforce.com/s/articleView?id=mktg.mktg_admin_setup_overview.htm&release=264.0.0&type=5 "To get started with Marketing Cloud Next, complete some basic settings, then continue through the required and recommended steps. The time it takes to complete setup depends on the features that you want to use.") |
| Agentforce Contact Center Digital | Confirm that you have the Agentforce Contact Center Digital add-on, including Service Cloud: Live Message and Omni-Channel. The Agentforce Contact Center provides enhanced chat and Omni-Channel capabilities that support the agent's messaging session routing and handoff infrastructure. If you aren't sure whether you have this add-on, contact your account executive. | [Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.support_channels.htm&language=en_US) |

## Turn on the Buyer Engagement Template

After you confirm that you have the necessary foundational configurations and permissions, turn on the Buyer Engagement agent template in Salesforce Go.

1. From Salesforce Go, on the Buyer Engagement tile, click **Set Up** or **Keep Going**.
2. If you haven’t already, complete the prerequisites.
3. Turn on Buyer Engagement.

After you turn on the template, Agentforce automatically grants access to necessary assets and tools, and turns on other supporting features.

- Automated Actions—Allows automatic assignment of prospects to the agent based on changes to record fields
- Email Productivity—Enables your agent to schedule meetings on behalf of sales reps
- Digital Experiences—Enables your agent to interact with customers through your website
- Omni-Channel—Enables your agent to manage and respond to customer conversations. It also allows for agent monitoring
- Routing Configuration and Queue—Creates a default routing configuration and a default queue, and assigns the routing configuration to the queue
- Agent Manager Access—Assigns you the necessary permissions to configure the agent and grant user access to the agent

## Finish Setting Up Your Org

Next, manage user settings, turn on Enhanced Omni-Channel, set up the communication channels that your agent uses to interact with customers, and configure your data. If you previously completed any of these tasks, update your settings as needed or continue to the next step.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:25%">
            <col style="width:25%">
            <col style="width:25%">
            <col style="width:25%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90067e303">Setup task</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90067e306">details</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90067e309">Location</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90067e312">resources</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Pay Per Lead Worked</td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">Decide whether to use a set number of flex credits for each lead that your agent
                takes action on in a 30-day period. If you don’t turn on this option, credit usage is based
                on the number of individual agent actions, plus data usage. Paying per lead is usually more
                cost-effective, but the total cost depends on how you set up and use your agents. </td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Configure User Settings</td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 "><a href="https://help.salesforce.com/s/articleView?id=mktg.mktg_leads_worked_billable_usage_types.htm&amp;release=264.0.0&amp;type=5" title="Learn how a Buyer Engagement agent for marketers or an Engagement agent for sales reps measures Leads Worked, consumes Flex Credits, and bills related products and services separately.">Leads Worked
                  Billable Usage Types</a></td>

            </tr>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Manage Access for Managers and Users</td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">
                <p>Give users and admins specific permissions to configure and work with a Buyer
                  Engagement agent. </p>
                <ul>
                  <li>Manage Customer Engagement Agent–Allows users to manage and configure a Buyer
                    Engagement agent. The system automatically assigns this permission to the user who turns
                    on the Buyer Engagement agent template in Salesforce Go. </li>

                  <li>Use Customer Engagement Agent—Allows users to invoke a Buyer Engagement agent </li>

                  <li>Data Cloud Architect—Allows users to configure required settings in Data 360 By
                    default, Agentforce assigns you the Manage Customer Engagement Agent permission.</li>

                </ul>
              </td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Configure User Settings</td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 "><a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&amp;language=en_US" target="_blank">Manage Permission Set Assignments</a></td>

            </tr>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Manage the Agent’s User Record</td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">Relate the agent to a user record, so the agent can operate as a user in your org.
                You can create a user record or use an existing user record.</td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Configure User Settings</td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 ">N/A</td>

            </tr>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Set Up Email</td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">
                <p>Complete the basic requirements to send promotional emails to customers. =</p>
                <ul>
                  <li>Add or update your physical address.</li>

                  <li>Authenticate at least one domain for sending. </li>

                  <li>Add or update your From address. </li>

                </ul>
              </td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Configure Communication Channels &gt; Email</td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 "><a href="https://help.salesforce.com/s/articleView?id=mktg.mktg_admin_setup_email_verify_sender.htm&amp;type=5&amp;language=en_US" target="_blank">Configure Required Email Settings</a></td>

            </tr>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Configure Reply Management</td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">Determine how your agent replies to email messages that are sent to its inbox. Select
                the From address that you created when you configured the required email settings. In the
                Agent Conversational Messaging section, click Configure, and then select the routing type
                <strong class="uicontrol">Agentforce Service Agent</strong>.
              </td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Configure Communication Channels &gt; Email</td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 ">-</td>

            </tr>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Configure Web Tracking </td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">
                <p>To allow your agent to chat with visitors to your customer-facing website, set up
                  external activity tracking. Activity tracking gives the agent access to site visitor
                  information that it requires to conduct conversations and nurture leads. </p>
                <ul>
                  <li>Create a web connector and embed code. </li>

                  <li>Add the code to your site. </li>

                  <li>To protect the privacy of your site visitors, use a consent banner to collect their
                    permission to track.</li>

                </ul>
              </td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Configure Communication Channels &gt; Web</td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 "><a href="https://help.salesforce.com/s/articleView?id=mktg.mktg_consent_tracking_external.htm&amp;release=264.0.0&amp;type=5" title="Track visitor activities on web pages hosted outside of Salesforce, such as your company website. To protect the privacy of your site visitors, use a consent banner to collect consent to track. You’re responsible for complying with privacy laws and regulations applicable to your business.">Track Activity on
                  External Sites</a></td>

            </tr>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Complete Required Setup for Web Chat</td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">
                <p>For your agent to chat with visitors to your website, connect your agent to a channel
                  and then add the agent to your website connector. Here’s a summary of the tasks to
                  complete. </p>
                <ul>
                  <li>Add Agent to Website Connector—Add the agent to the website connector that you created
                    when you set up external tracking. </li>

                  <li>Customize Chat Invitation Settings—Select an embedded service deployment to further
                    define how the agent interacts with site visitors.</li>

                  <li>Add Embedded Chat to Website—Connect your agent to a chat messaging channel for the
                    web. Select <strong class="uicontrol">Enhanced Chat</strong>, enter a channel name, and select
                    <strong class="uicontrol">Web</strong> as the deployment type. For the routing type, select
                    <strong class="uicontrol">Agentforce Service Agent</strong>.
                  </li>

                </ul>
              </td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Configure Communication Channels &gt; Web</td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 "><a href="https://help.salesforce.com/s/articleView?language=en_US&amp;id=service.miaw_configure_web_deployment_1.htm" target="_blank">Configure an Enhanced Web Chat Deployment</a></td>

            </tr>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Manage Subscriptions and Consent</td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">Create communication subscriptions for the different types of promotional content
                that you send. Then, import any email consent data that you collected outside of Marketing
                Cloud Next. </td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Manage Subscriptions and Consent </td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 ">
                <ul>
                  <li><a href="https://help.salesforce.com/s/articleView?id=mktg.mktg_consent_comm_sub_create.htm&amp;release=264.0.0&amp;type=5" title="Create a communication subscription for each category of marketing content that you send, such as product updates. For each subscription that you create, add marketing channels, such as email, SMS, and RCS. Subscribers must give consent to receive promotional messages from each channel type.">Create a Communication
                      Subscription</a></li>

                  <li><a href="https://help.salesforce.com/s/articleView?id=mktg.mktg_consent_import_create.htm&amp;release=264.0.0&amp;type=5" title="If you collect consent data outside of Marketing Cloud Next, import it as a CSV. Each import corresponds to a single marketing channel, communication subscription, and consent status.">Import Consent
                      Data</a></li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Configure a Data Library </td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">Data libraries contain grounding files that give the agent specific information about
                your business, products, and services. The agent uses these documents to generate
                high-quality introductory emails and answers to customer questions.</td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Configure Data for Your Agents</td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 "><a href="https://help.salesforce.com/s/articleView?id=ai.data_library_create.htm&amp;language=en_US" target="_blank">Create a Data Library</a></td>

            </tr>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Configure Conversation Data</td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">First, deploy the conversation data kit. Then, turn on conversation transcripts. When
                you enable conversation transcripts, the agent can use past conversations with prospects
                and customers to inform its responses. </td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Configure Data for Your Agents</td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 ">-</td>

            </tr>
            <tr class="">
              <td data-label="Setup task" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e303 ">Configure a Data Graph</td>

              <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e306 ">Create a data graph to bring together recent customer identity and activity details
                from Data 360. The agent uses this context to personalize customer interactions. After you
                deploy a data graph in Data 360, you assign it to your agent during guided agent setup. </td>

              <td data-label="Location" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e309 ">Salesforce Go &gt; Buyer Engagement &gt; Configure Data for Your Agents</td>

              <td data-label="resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d90067e312 ">-</td>

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