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            Integrate Patient Services Agent with Digital Channels

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            Integrate Patient Services Agent with Digital Channels

            Complete steps to enable your Provider Matching AI agent to have conversations with authenticated and guest users on your Experience Cloud site.

            Required Editions

            Available in: Lightning Experience

            Available in: Enterprise and Unlimited Editions with Health Cloud
            User Permissions Needed
            To create and edit a flow: Manage Flow permission
            To use Health Cloud for Communities:

            Health Cloud For Community add-on license

            AND

            Customer Community or Customer Community Plus add-on license
            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
            To publish an Experience Cloud site:

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

            OR

            Be a member of the site AND an experience admin or publisher in that site
            1. Turn on Messaging Settings.
              1. From Setup, use the Quick Find box to find and select Messaging Settings.
              2. Turn on Messaging.
            2. Get your site’s domain name..
              1. From Setup, use the Quick Find box to find and select Domains.
              2. Copy the domain name for the Experience Cloud Sites Domain. This name ends with: my.site.com. For example: salesforce25.my.site.com.
            3. Create a new embedded service deployment
              1. From Setup, use the Quick Find box to find and select Embedded Service Deployments.
              2. Click New Deployment.
              3. Select Messaging for In-App and Web and click Next.
              4. Select Web and click Next.
              5. Enter an Embedded Service Deployment Name.
              6. In Domain, paste the domain name you copied in step 2b.
              7. In Messaging Channel, select ESA Channel.
              8. Save your changes. It takes a few minutes for the deployment to become active and show the Embedded Service Deployment Settings page.
              9. From the Embedded Service Deployment Settings page, click Publish.
              10. Refresh the page.
            4. Test your messaging deployment.
              1. From the Embedded Service Deployment Settings page, scroll to the Test Messaging setting, and then click Test Messaging.
              2. Open the Chat to test you can see the Agentforce Patient Services agent and its welcome message.
              3. Close the browser tab.
            5. Add Cross-Origin Resource Sharing (CORS) records for your org and patient site.
              1. From Setup, use the Quick Find box to find and select CORS.
              2. Add CORS records that match your org and site. To create each record, click New, enter the name in Original URL Pattern, and then save your changes. Add the records in a format where you replace salesforce25 with your org’s My Domain name: https://salesforce25--c.vf.force.com, https://salesforce25.my.salesforce-scrt.com, and https://salesforce25.my.site.com.
              3. Return to the CORS page to add another record.
            6. Connect your new embedded service deployment to your patient site.
              1. From Setup, use the Quick Find box to find and select All Sites.
              2. Click Builder next to your patient site.
              3. On the Home page of the patient site, click OK to acknowledge the messages.
              4. Select the Embedded Messaging component, which is positioned above the Template Footer.
              5. In the Embedded Message Properties, select the embedded service deployment you created, and then select the matching Enhanced Service URL.
              6. Publish your changes.
            7. Go back to the All Sites page and select the URL for the your patient site. The Agentforce Patient Services agent is visible on the Home page.
            8. Log in to the patient site as a patient.
              1. From the App Launcher, find and select Accounts.
              2. Select the All Accounts view, and then find and select a patient.
              3. From the record’s dropdown menu, select Log in to Experience as User. The AI agent is visible and ready to assist you on the site’s Home page.
             
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