Build trust in AI-generated responses by providing source references in your Bring Your Own Channel outbound messages. Messaging end users can now verify Agentforce Service Agent's answers against knowledge articles or other sources directly within your custom UI. With source links and character offsets in the outbound message payload, partners can render inline markers or a dedicated sources section.
Where: This change applies to Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. View required editions.
Who: This change impacts partners who create messaging integrations for Bring Your Own Channel.
How: Once a partner supports this feature and admins turn on citations for their AI agent, citations show automatically for messaging end users.
See Also
- Bring Your Own Channel for Messaging Developer Guide: Support Agentforce Service Agent
- Bring Your Own Channel for CCaaS Developer Guide: Support Agentforce Service Agent
- Salesforce Help: Build Trust in AI Responses with Citations (can be outdated or unavailable during release preview)
- Increase Trust with Citations in Bring Your Own Channel