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Set Up the Donor Support Agent in Nonprofit

Configure the Donor Support Agent.

Required Editions

Available in: Lightning Experience
Available with: Enterprise, Unlimited and Developer Editions with an Agentforce or Einstein for Sales, Service, Platform, or Industry add-on license, where Fundraising is enabled. Requires each user to have the Agentforce or Einstein add-on to access the actions.
User Permissions Needed
To set up and use an AI agent for Nonprofit Cloud:

Manage Agentforce Employee Agents

AND

Manage AI Agents
To use the Donor Support Agent in Experience Cloud:

FundraisingExperienceCloud

AND

Manage Donations with Agentforce in Experience Cloud

Clone the FundraisingExperienceCloud and Manage Donations with Agentforce permission sets for your donors to use the agent in your Experience Cloud site. Provide object and field permissions as described in Donor Support Agent Permission Set Configuration.

  1. Make sure that Fundraising is enabled in your org.
  2. Set up Agentforce in your org.
  3. Turn on the Donor Support Agent.
    1. From Setup, in the Quick Find box, enter Nonprofit, and then select AI Settings.
    2. Turn on the Donor Support Agent.
      If you don’t see this agent in AI Settings for Nonprofit Cloud, try refreshing the page.
  4. If you haven’t already, set up and configure your org for Experience Cloud sites.
  5. If you haven’t already, create an Experience Cloud site.
  6. On your Experience Cloud site’s Administration settings, go to Members, and add Customer Community Plus Login User and Customer Community Plus User to your selected profiles and save.
  7. Provide permission to use external profiles on your site.
    1. From Setup, in the Quick Find box, enter Digital, and then under Digital Experiences click Settings.
    2. Under Role and User Settings, select Allow using standard external profiles for self-registration, user creation, and login.
      If you see a warning about using external profiles, click OK.
    3. Save your changes.
  8. Create an agent from the Agentforce Employee Agent template.
    Important
    Important Be sure to add the Manage Gift Commitments subagent.
  9. Turn on Omni-Channel.
    1. From Setup, in the Quick Find box, enter Omni, and then under Omni-Channel, click Omni-Channel Settings.
    2. Select Enable Omni-Channel.
    3. Next to Define login behavior when an agent using Omni-Channel opens a new window or tab, select Automatically log agents in to Omni-Channel in the new window or tab.
    4. Save your work.
  10. Create a routing configuration for your Omni-Channel.
    1. From Setup, in the Quick Find box, enter Routing, and then under Omni-Channel, click Routing Configurations.
    2. Click New.
    3. Provide a name for your agent routing configuration.
    4. Under Routing Settings, enter a priority of 1 and for Routing Model, select Most Available.
      Leave the Capacity Type default of Inherited.
    5. Under Work Item Size, for Units of Capacity, enter 2.
    6. Save your work.
  11. Relate this routing configuration to a queue.
    1. From Setup, in the Quick Find box, enter Queue, and then under Users click Queues.
    2. Click New.
    3. For the Label and Queue Name, enter Messaging Queue.
    4. Under Supported Objects, add Messaging Session to the Selected Objects list.
    5. Under Queue Members, search Users and add your Salesforce admin as a selected member.
    6. Search Customer Portal Users and add your portal users to the selected members list.
    7. Save your work.
  12. Create an Omni-Channel Flow.
    1. From Setup, in the Quick Find box, enter flows, and then under Process Automation, click Flows.
    2. Click New Flow, and search for and select Omni-Channel Flow.
    3. Add a Route Work element to the flow.
    4. For the element, provide a Label and API Name and keep the number of records to route set to Single.
    5. For Record ID Variable, select New Resource.
    6. On the New Resource window, for Resource Type, select Variable, for API Name, enter recordid, for Data Type, select Text, and for Availability Outside the Flow, select Available for Input.
    7. Click Done.
    8. For Service Channel, select Messaging.
    9. Route to Agentforce Employee Agent.
    10. For Agentforce Employee Agent, search for the agent you created and select it.
    11. For Fallback Queue, select Use Variable, and for the Fallback Queue ID, enter {!Route_Work}.
    12. Activate the flow.
  13. Create a messaging channel.
    1. From Setup, in the Quick Find box, enter Messaging, and then under Feature Settings click Messaging Settings.
    2. Turn on Messaging.
    3. Click New Channel.
    4. On the Add a Channel window, click Start and select Enhanced Chat as the channel type.
    5. Give your channel a name, developer name, and keep Web as the development type.
    6. In the Domain field, enter the domain of your Experience Cloud site.
      This name is the portion of your site’s URL that begins with “my”. Find the name of your site by going to All Sites in Feature Settings, and copying the last portion of the site’s URL.
      For example: my.pc-xmpl-site.com/.
    7. Click Next.
    8. For Routing Type, select Omni-Flow, for Flow Definition, select the Omni-Channel flow you created previously, and for FallBack Queue, search for and select Messaging Queue.
    9. Click Save.
    10. Accept the terms and conditions and click Save.
    Channel creation can take several minutes.
  14. On the Enhanced Chat page, under User Verification, select Add User Verification and Save.
  15. Create an embedded service deployment.
    1. From Setup, in the Quick Find box, enter Embed, and then under Embedded Service click Embedded Service Deployments.
    2. Click New Deployment.
    3. Select Enhanced Chat and click Next.
    4. Select Web and click Next.
    5. Enter a name for your embedded service deployment.
      For example, Embedded Agent.
    6. In the Domain field, enter your Experience Cloud site’s domain name.
      For example, my.pc-xmpl.site.com/.
    7. Select the messaging channel that you made in the previous steps and click Save.
  16. Add all forms of your site URL to the CORS allowed list.
    1. From Setup, in the Quick Find box, enter cors, and then under Security click CORS.
    2. Click New.
    3. Enter https://*<your Experience Cloud site’s domain name>.
      For example, https://*my.pc-xmpl.site.com.
  17. Add embedded messaging to your Experience Cloud site.
    1. From Setup, in the Quick Find box, enter site, and then under Digital Experiences click All Sites.
    2. Next to your site, click Builder.
    3. Click Components, select Embedded Messaging, and drag it to the top of your site page.
    4. In the Embedded Web Deployment field of the component, select the agent you created.
    5. Select Add credential-based user verification.
    6. Publish the site.
  18. Add sharing sets to your digital experience.
    1. From Setup, in the Quick Find box, enter Digital, and then under Digital Experiences click Settings.
    2. Scroll to Sharing Sets and click New.
    3. Enter a name for the Label and Sharing Set Name.
      For example, Donor Sharing.
    4. Add the Customer Community Plus Login User and the Customer Community Plus User to the selected profiles list.
    5. Add the Account, Gift Commitment, Gift Transaction, and Payment Instrument objects to the selected objects list.
    6. Configure read/write access to the selected objects.
      • For the Account object, determine access by User:Account.PersonContact = Account:PersonContact.
      • For the Gift Commitment object, determine access by User:Account.PersonContact = Gift Commitment:Donor.PersonContact.
      • For the Gift Transaction object, determine access by User:Account.PersonContact = Gift Transaction:Donor.PersonContact.
      • For the Payment Instrument object, determine access by User:Account.PersonContact = Payment Instrument:Account.PersonContact.
    7. Save your work.