Example: Send a Rich Choice Response to a Customer With a Flow

Create Product Records

Create a few active product records. Later, your agent uses information from these records in responses. Make sure that the agent user has access to the Product object and its fields.

Create a Flow

To retrieve product records, create an autolaunched flow. Later, you create a custom agent action based on this flow. Make sure that the agent user has the Run flows permission.

1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
2. Click New Flow and then select Autolaunched Flow (No Trigger).
3. In Flow Builder, create a productList resource with these properties.
   1. Data Type: Record. Select Allow multiple values (collection).
   2. Object: Product
   3. Availability Outside the Flow: Available for output
4. Create a recordId resource with these properties.
   1. Data Type: Text
   2. Availability Outside the Flow: Available for input
5. After the Start element, click and then add a Get Records element with these properties.
   1. Label: Get Products
   2. Get Records of This Object: Select the Salesforce Object data source. From the Object dropdown, select the Product object.
   3. Filter Product Records: Select the None–Get All Product Records condition requirement.
   4. How Many Records to Store: All Records
   5. How to Store Record Data: Choose fields and assign variables (advanced).
   6. Select Variable to Store Product Records: The productList resource that you created.
   7. Select Product Fields to Store in Variable: Product Name, Product Description
6. Save and activate the flow.

Create a Custom Agent Action

Create a custom agent action that uses the Get Products flow as a reference action.

1. Reference Action Type: Flow
2. Reference Action: Get Products
3. Agent Action Instructions: Finds and retrieves product records. For each product, retrieve its name and description. This action is for when a user asks for products.
4. Loading Details: Getting products
5. recordId input instructions: The single ID of the Salesforce record with the product name.
6. productList output instructions: A list of products. Select Show in conversation.

Create a Custom Subagent

Create a custom subagent that sends product options.

1. Open your Agentforce Service agent in Agentforce Builder.
2. Create a custom subagent with these properties.
   1. Classification Description: Handles inquiries related to searching for products, including gathering user requirements and presenting product options. For example, use this subagent when the user says: "What product do you have?"
   2. Scope: My job is only to assist customers with searching for products by gathering user requirements and presenting available product options based on user requests.
   3. Instructions: Use the Get_Products action to get product options.

Guide Agent Responses with Subagent Instructions

Add a subagent instruction that helps the agent decide how to present text-based product options.

1. To encourage the agent to send options as buttons, tell it to present choices. For example: Present products in a clear, organized format with details like the description. Instruct the user to choose an option to see more details.
2. To encourage the agent to send options as a list, tell it to not present choices. For example: Present products in a clear, organized format with details like the description. Do not ask the user to select or choose a specific product.