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            Integrate Banking Service Customer Assistance with Third-Party Websites

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            3. Financial Services Cloud Admin Guide

            Integrate Banking Service Customer Assistance with Third-Party Websites

            Extend the reach of your banking services by deploying your agent to external, third-party websites. Configure Enhanced Chat, routing logic, and trusted URLs to embed the agent securely.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions
            User Permissions Needed
            To create and edit a flow: Manage Flow permission
            To customize an Experience Cloud site:

            Be a member of the site AND Create and Set Up Experiences

            OR

            Be a member of the site AND View Setup and Configuration AND be an experience admin, publisher, or builder in that site

            Prerequisites:

            Note
            Note Secure your messaging sessions on external websites by adding token-based user verification to meet your business’s security requirements. See Token-Based User Verification Setup for Enhanced Web Chat Channels.
            1. Create Routing Configurations for the queues.
              1. In the Routing Settings section, enter a value for the routing priority, such as 1, and select Most Available for the routing model.
              2. In the Work Item Size section, enter a value for the unit capacity, such as 2.
              3. Save your changes.
            2. Create a fallback queue to receive any messaging sessions that the associated flow can’t route. Add Messaging Session as the supported object and the Routing Configuration created in step 2.
            3. To add an inbound Omni-Channel flow that routes messages to the agent, clone and activate the prebuilt ‘Route Third-Party Website Messaging Session to Banking Service Customer Assistance’ flow template.
              1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
              2. Open the Route Third-Party Website Messaging Session to Banking Service Customer Assistance flow.
              3. In the Route Work element named Route Messaging Session to Banking Service Agent, select the Banking Service Agent and a fallback queue. This routes the authenticated session to the Banking Service Customer Assistance when the customer's contact record exists in Salesforce.
              4. In the Route Work element named Route Messaging Session to Agentforce Service Agent, select the Agentforce Service Agent (or any General FAQ agent) and a fallback queue. This routes the authenticated session to the selected agent when the customer's contact record doesn’t exist in Salesforce.
              5. In the Route Work element named Route Messaging Session To Agentforce Service Agent for Customer Verification, select an agent configured with the Customer Verification subagent and a fallback queue. This routes the messaging sessions for unauthenticated users to the selected agent for user verification.
              6. Click Done.
              7. Click Save As.
              8. Activate the flow.
            4. Note
              Note You can’t use a single messaging channel for both authenticated and unauthenticated scenarios on third-party websites. If you require both, create a dedicated messaging channel for each scenario.
              Create an Enhanced Chat channel and deployment.
              When you create an Enhanced Chat messaging channel, a new embedded service deployment gets created automatically.
            5. Configure an Enhanced Web Chat Deployment for an external website.
            6. Test your messaging deployment.
              1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select Embedded Service Deployments.
              2. Click the downward arrow to the right of your deployment, and then select View.
              3. On the Test Messaging card, click Test Messaging.
              4. Open the chat window and verify that you can see the Agentforce Banking Service Customer Assistance and its welcome message.
              5. Close the browser tab.
            7. Specify the URLs that you trust to interact with your users and network. See Add a Trusted URL.
             
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