---
schema_version: "1"
id: b6b6eac053bc3ecb372e8528f0dbd9cb4e3d7cfba71b45ba31c4aee7aed3f511
title: Set Up the Donor Support Agent in Nonprofit
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sfdo/264-0-0/fundraising_set_up_the_donor_support_agent.md
canonical_url: https://help.salesforce.com/s/articleView?id=sfdo.fundraising_set_up_the_donor_support_agent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 917ae93e9487b188da476cbef642eb0caa03fbc2d12cec42071432c3615e8dcc
description: Configure the Donor Support Agent.
products:
  - Nonprofit
release: "264"
---
# Set Up the Donor Support Agent in Nonprofit

Configure the Donor Support Agent.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with: <strong>Enterprise</strong>, <strong>Unlimited</strong> and <strong>Developer</strong> 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.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24350e76">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24350e76 ">To set up and use an AI agent for Nonprofit Cloud:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24350e76 ">
              <p>Manage Agentforce Employee Agents</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Manage AI Agents</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24350e76 ">To use the Donor Support Agent in Experience Cloud:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24350e76 ">
              <p>FundraisingExperienceCloud</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Manage Donations with Agentforce in Experience
                Cloud</p>
            </td>

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

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](https://help.salesforce.com/s/articleView?id=sfdo.fundraising_donor_support_agent_perm_set_config.htm&release=264.0.0&type=5 "Give your agent the access to manage gift commitments by setting the object and field permissions for your cloned FundraisingExperienceCloud permission set.").

1. Make sure that Fundraising is enabled in your org.
2. Set up Agentforce in your org.
    
    For Nonprofit Cloud, see [Agentforce for Nonprofit Cloud Prerequisites](https://help.salesforce.com/s/articleView?id=sfdo.npc_agentforce_for_nonprofit_cloud_prerequisites.htm&language=en_US&type=5).
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](https://help.salesforce.com/s/articleView?id=experience.networks_setup_maintain_communities.htm&type=5&language=en_US).
5. If you haven’t already, [create an Experience Cloud site](https://help.salesforce.com/s/articleView?id=experience.networks_creating.htm&language=en_US).
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](https://help.salesforce.com/s/articleView?id=ai.agent_employee_agent_setup.htm&language=en_US&type=5) from the Agentforce Employee Agent template.
    
    ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-nonprofit_cloud-264-0-0-production-enus/b335b49f-b06d-4153-a454-da90077289d9/images/icon_important.png)
    
    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.

SEE ALSO:

- [Configure Digital Experiences Settings](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_settings.htm&language=en_US)
- [Create a Sharing Set for Experience Cloud Site Users](https://help.salesforce.com/s/articleView?id=platform.networks_setting_light_users.htm&language=en_US)
- [Enable Object Permissions in Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_objects_and_fields.htm&language=en_US)
- [Set Field Permissions in Permission Sets and Profiles](https://help.salesforce.com/s/articleView?id=platform.users_profiles_fls.htm&language=en_US)