---
schema_version: "1"
id: 104dc52ebb3707b8ca1eec3f9a87c73919a71dc23aa7eecfbe63ebc137a4fae6
title: Add an Agentic Experience to Enhanced Chat v2
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/enhanced_chat_v2_add_agents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_add_agents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f2a62c61f150d1f5dc6f99336b199556522c31ef65e4ea0f69ec3d921734dc27
description: Begin Enhanced Chat v2 conversations with an AI Agent.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Add an Agentic Experience to Enhanced Chat v2

Begin Enhanced Chat v2 conversations with an AI Agent.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="enhanced_chat_v2_add_agents__image_ylt_rgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="enhanced_chat_v2_add_agents__image_ylt_rgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
            <strong>This article doesn’t apply to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">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</td>

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

To add an AI Agent to your Enhanced Chat v2 experience, [create one in the Agent Builder](https://help.salesforce.com/s/articleView?id=service.service_agent_overview.htm&language=en_US).

After you create an agent, consider these additions to your agentic workflow:

- Create an [escalation flow](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&language=en_US) to assign cases from an agent to a service rep.
- Pull in data from record fields with [context variables](https://csqa6sb1.help.sfdc.sh/s/articleView?id=ai.agent_enhanced_chat_v2_context_variables.htm).
- Keep customers informed of agent actions behind-the-scenes with [progress indicators](https://csqa6sb1.help.sfdc.sh/s/articleView?id=ai.agent_enhanced_chat_v2_progress_indicators.htm).