Considerations for Setting Up Inbound Lead Generation

Agent Configuration and Deployment

Deploying Inbound Lead Generation agents or agent changes via change sets or metadata isn't supported. Deploying agents this way can cause the newly deployed or updated agent to stop working correctly. Create and update all agents in Setup or Agentforce Builder.

Required Fields for Record Creation

In the Capture Prospect Information step for Inbound Lead Generation, all fields under “Ask Agent to Collect” are required and can't be dependent picklist fields. The required fields can be Unified Data Directory (UDD) fields that are required for all Salesforce users or layout fields that are specific to the assigned page layout. If you have a required dependent picklist field, remove the requirement in Object Manager. If you have a required field with multi-picklists, Inbound Lead Generation can select only one value.

If the prospect object selected has a required lookup field, and the lookup is on an object that the agent user's profile doesn't have access to, the field isn't shown in the Ask Agent to Collect section because the agent user can't access that field. This scenario can cause record creation to fail because the agent can't set a value for the required lookup field. To solve this issue, consider these workarounds.

• If the prospect object selected has a UDD required field and the agent doesn't have CRUD access to the lookup object, remove the requirement from the field.
• If the object layout assigned to the agent user has a layout-required lookup field and the agent doesn't have access to the lookup object, remove the field's required status or remove the field.

Agent Customization

Customize your Inbound Lead Generation agent in Agentforce Builder and Sales Agent Customization. If you make changes to the agent in Agentforce Builder, the agent is no longer synced with the guided setup. Use Agentforce Builder to make any future changes to the agent.

Data Libraries

If you add a data library during guided setup, it isn't visible in the guided setup for up to 24 hours because Data 360 updates the cache only every 24 hours. Setting up a data library is optional, but the chat panel in Conversation Settings performs better with a data library.

Messaging for In-App and Web (MIAW) Connection

After you create a channel, MIAW can take a few minutes to send you to the embedded service deployment. Instead of waiting, you can go to the Embedded Services Deployment setup page and confirm that the channel is connected to the agent. When it's connected, add the agent to your custom website.

Meeting Scheduling and Ownership

• The agent can assign meetings only to Inbox users with a connected email account in their personal settings.
• If a user isn't listed as an option during setup, they don't have Inbox set up or a connected email account.
• If a group isn't listed as an option during setup, the group doesn't have at least one Inbox user with a connected email account or it exceeds 15 users.
• When a group is selected as the meeting owner, the agent shows the combined availability of all Inbox users in that group that have a connected email account. The agent then randomly assigns the meeting to one of the available group members.
• For group scheduling to work, give Salesforce permission to view your free/busy time on your Gmail and Outlook calendar.

Lead Handoff Between Sales Agents

Leads created by the Inbound Lead Generation agent can be handed off to a Lead Nurturing agent when the prospect doesn't schedule a meeting with a sales rep.

Currently only lead objects can be handed off between agents. Contacts and person account records aren't supported.

When a lead assignment rule is set to assign queues to lead owners, the Inbound Lead Generation agent can't hand off to a Lead Nurture agent.

If an org reaches 200 pending handoffs, lead handoff is paused until the pending handoffs are successfully assigned to a Lead Nurture agent. An email is sent to the agent manager notifying them of each lead handoff that fails.

Lead Qualification

The Inbound Lead Generation agent has an optional feature to qualify prospects during a web chat session. To turn on lead qualification for an agent, also turn on one-time password (OTP) authentication. When lead qualification is enabled for an agent, it can't be turned off. To stop qualifying leads, create an agent and keep the lead qualification feature turned off.

One-Time Password Authentication (OTP)

If enabling OTP for the Inbound Lead Generation agent, a verified Organization-Wide Email Address is required. If one isn't configured, emails from the agent aren't delivered due to new Salesforce email and domain authentication requirements. View Set Up a Default No-Reply Email Address.