Begin Enhanced Chat v2 conversations with an AI Agent.
Required Editions
| View supported editions. | |
This article applies to:
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Enhanced Web Chat channels |
This article doesn’t apply to:
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Enhanced In-App Chat, Standard and Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
To add an AI Agent to your Enhanced Chat v2 experience, create one in the Agent Builder.
After you create an agent, consider these additions to your agentic workflow:
- Create an escalation flow to assign cases from an agent to a service rep.
- Pull in data from record fields with context variables.
- Keep customers informed of agent actions behind-the-scenes with progress indicators.