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            Standard Agent Connection Reference

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            Standard Agent Connection Reference

            Each connection gives your agent context about specific channels.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations, or Agentforce 1 or Einstein 1 Editions

            For the best customer experience, we recommend creating a separate Agentforce Service agent for the Telephony and Service Email connections.

            Enhanced Chat V2

            Enhanced Chat v2 channels use custom Lightning Web Components (LWCs) instead of adaptive response formats. For more information, see Personalize Enhanced Chat v2 Interface with Custom Lightning Types.

            Associated channels Enhanced Chat v2
            Supported agent types Agentforce Service Agent

            Marketing Email

            Associated channels Unified Messaging
            Included adaptive response formats Marketing Email Text
            Included inputs
            • emailSignature
            • emailDisclosure
            Supported agent types Agentforce Service Agent

            Messaging

            Associated channels
            • Enhanced In-App Chat
            • Enhanced Web Chat
            • Enhanced WhatsApp
            • Enhanced Facebook Messenger
            • Enhanced Apple Messages for Business
            • Enhanced LINE
            • Bring Your Own Channel
            Included adaptive response formats
            Supported agent types
            • Agentforce Service Agent
            • Agentforce Employee Agent (for Enhanced Web Chat only)

            Service Email

            Associated channels Email-to-Case
            Included adaptive response formats Rich Service Email Response
            Supported agent types Agentforce Service Agent

            Slack

            Associated channels Slack
            Supported agent types Agentforce Employee Agent

            Telephony

            Associated channels Agentforce Voice
            Supported agent types Agentforce Service Agent

            See Also

             
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