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Add an Agentic Experience to Enhanced Chat v2

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Add an Agentic Experience to Enhanced Chat v2

Begin Enhanced Chat v2 conversations with an AI Agent.

View supported editions.
This article applies to:	Enhanced Web Chat channels
This article doesn’t apply to:	Enhanced In-App Chat, Standard and Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel

To add an AI Agent to your Enhanced Chat v2 experience, create one in the Agent Builder.

After you create an agent, consider these additions to your agentic workflow:

Create an escalation flow to assign cases from an agent to a service rep.
Pull in data from record fields with context variables.
Keep customers informed of agent actions behind-the-scenes with progress indicators.

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