Salesforce Go simplifies the Enhanced Chat setup by automating multiple steps, from configuring Omni-Channel to routing chats to the IT Service Employee agent.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To build and manage Employee agents: |
Manage AI Agents OR Customize Application |
| To enable Enhanced Chat features: | Customize Application |
Set up Agentforce for IT Service before setting up Enhanced Chat.
Important If you already have an Agentforce agent that was created by using the IT
Service Employee Agent template, delete it or the Enhanced Chat automated setup fails. To use an
existing agent you created with the Salesforce Go automation, modify all downstream operations
that use the agent. For example, edit the Route Messages to IT Employee Agent For Enhanced Chat
Omni-Channel flow created as part of the automation to route messages to the agent you
created.
- From the Salesforce Go page, search for and select Agentforce For IT Service.
-
Turn on Set Up Enhanced Chat for IT Service Employee and confirm the
changes.
When you turn on this feature, it automatically configures these settings for the Enhanced Chat setup.
- Omni-Channel: Turns on Omni-Channel settings, defines routing configurations, and sets up the Enhanced Chat messaging queue.
- Employee Agent: Enables, deploys, and activates an Agentforce agent by using the IT Service Employee Agent template.
- Omni-Channel Flow and Messaging Channel: Creates an Omni-Channel flow and a Messaging Channel to route requests to the Employee agent.