Use a prebuilt flow to route banking service inquiries from third-party websites or your bank's secure internet portal to the agent. Embed the Agentforce Banking Service Customer Assistance agent to securely manage interactions for guest users, recognize logged-in users, and initiate customer authentication on third-party websites.
Where: This change applies to Lightning Experience in Professional, Enterprise, and Unlimited editions with Agentforce Financial Services, formerly Financial Services Cloud. The Agentforce Service agent uses Flex Credits under the Salesforce Foundations Entitlements model.
Who: To use the prebuilt Route Third-Party Website Messaging Session to Banking Service Agent Omni-Channel flow for the Banking Service Customer Assistance template, users need these permission sets and permission set licenses:
- Salesforce Foundations Standard permission set
- Industry Service Excellence permission set
- Financial Services Cloud Extension, Financial Services Cloud Basic, Financial Services Cloud Service, or Financial Services Cloud Standard permission set license
- Omnistudio User permission set
- Business Rule Engine Runtime permission set
How: To connect the external site channel to the agent, build an Omni-Channel flow by using the prebuilt Route Third-Party Website Messaging Session to Banking Service Customer Assistance flow template. Configure Messaging Settings to generate the deployment snippet and embed the code into the website's HTML. Make sure to configure Allowed Domains (CORS and Trusted URLs) for secure connectivity and validate the integration through testing.