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            Connect an Agent to Messaging

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            Connect an Agent to Messaging

            Route conversations to your Agentforce Service agents and Agentforce Employee agents with messaging channels, including Enhanced Chat and other enhanced messaging channels. Learn how to use context variables, multiple languages, and progess indicators in messaging channels.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.

            CheckmarkThis article applies to: Agentforce Service agents and Agentforce Employee agents

            To learn about channel support for other agent types, see the documentation for that type.
            • Enhanced Chat
              Enhanced Chat is Salesforce’s messaging channel. It allows Agentforce agents to handle customer interactions directly from your website or mobile app. Enhanced Chat currently offers two versions: Enhanced Chat v1 and Enhanced Chat v2.
            • Connect a Service Agent to Other Messaging Channels
              Route conversations to a service agent with enhanced messaging channels, including Bring Your Own Channel (BYOC).
            • Use Context Variables in Messaging Conversations
              Personalize agent conversations over messaging channels with context variables. Context variables let your agent use Messaging Session record fields as action inputs.
             
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