Salesforce chat integration

Agent Assist uses UI modules to provide information, suggestions, and responses to human agents during chat conversations in Salesforce messaging. Follow these steps to integrate Agent Assist into your Salesforce messaging experience.

Before you begin

Follow the instructions in the Salesforce integration setup guide to integrate Agent Assist UI modules with Salesforce.

Enhanced chat

Enhanced Chat is a Salesforce feature that serves as a messaging channel so agents can handle customer service chat conversations directly from your website or mobile app. Enhanced Chat offers key capabilities such as autonomous issue resolution, escalation to service representatives, and interactive content. Follow these steps to enable Enhanced Chat in your Salesforce account and connect it with Agent Assist.

Step 1: Install messaging component

Follow these steps to install messaging components:

1. Go to the Salesforce website and sign in.

   Salesforce

2. Click apps App Launcher.

3. In the search field, enter Agent Assist Settings, and click the result.

4. Click Messaging> Install.

Step 2: Enable digital experience

Follow these steps to activate the digital experience needed to support enhanced chat and messaging capabilities:

1. Navigate to Setup> Quick findand enter a search for Digital experience.
2. Enable Enable digital experience.
3. Click Save.

Step 3: Configure a user

Follow these steps to configure a user for enhanced chat:

1. Navigate to Setup> Quick find, and enter Users.
2. Choose an option:
   • Click Userspage and confirm that Service cloud useris enabled.
   • Click Editand enable Service cloud user.
3. Navigate to the Userpage > Permission set license assignments.
4. Click Edit assignments.
5. Confirm the user is Enhanced chat userand Messaging user.
6. Navigate to the Userpage > Permission set assignments.
7. Confirm the user has Agent Assist messaging permissions. Agent Assist messaging displays the Available (messaging)and Busystatuses.

Step 4: Create a messaging channel

When you create a messaging channel, Salesforce messaging automatically generates an embedded service deployment. Follow these steps to create a new messaging channel and embedded service deployment:

1. Navigate to Setup> Messaging settings.
2. Click New channel.
3. For built-in channels, select Enhance chat.

4. Enter the following details to create a new channel:

   • Name: GCP Messaging Channel
   • Developer Name(automatically generated) GCP_Messaging_Channel
   • Domain name: The name of the site on which you installed the chat widget.
   • Routing Type: Omni-queue
   • Queue: Agent Assist

5. Click Save.

Step 5: Publish embedded service deployment

The embedded service deployment you generated in the previous step is inactive. Follow these steps to activate it:

1. Navigate to Quick find> Embedded service.
2. Select Embedded Service deployment> GCP_Messaging_Channel .
3. Click Publish.

Create messaging session record page

If you're using enhanced chat, you can edit your existing record page and add an Agent Assist UI module .

Add omnichannel utility bar to service console

Follow the Salesforce instructions to add the omni-channel utility bar to the service console app . This utility bar provides the tools for agents to manage their presence and accept messages.

Test enhanced chat

Follow these steps to test your messenger:

1. Navigate to Quick find> Embedded service deployments.
2. Click GCP_Messaging_Channel > Test Enhanced Web Chat, and a new window opens.
3. Follow the instructions in the new window.
4. Click the chat widget to start a sample conversation.