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Connect a Service Agent to Enhanced Chat v2 in the Legacy Builder

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Connect a Service Agent to Enhanced Chat v2 in the Legacy Builder

To connect an agent to Enhanced Chat v2 in the legacy Agentforce Builder, set up the Enhanced Chat v2 connection. Route messages to a Service agent on Enhanced Chat v2 in the directly or with an inbound Omni-Channel flow.

Required Editions

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

Check markThis 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.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
Warning
Warning Make sure that the routing procedures don’t simultaneously route conversations to a service rep and an AI agent. For more information, see Knowledge Article: Messaging Session Stuck in Waiting or Inactive Status When a Bot and an Agent Are Engaged.
  1. Add the Enhanced Chat v2 connection to your agent.
  2. To route messages directly to your agent, create an Enhanced Chat v1 channel. In the Channel Routing window, enter these field values.
    • Routing Type: Agentforce Service Agent
    • Agentforce Service Agent: Select your agent's name. If your agent name doesn't appear, activate your agent, and try again.
    • Fallback Queue: Select a messaging queue to route to if no agent is available.
  3. To route messages to your agent with an Omni-Channel flow, create an inbound Omni-Channel flow from scratch.
    1. For the Route Work action in your inbound Omni-Channel flow, enter these field values.
      • Record ID: The record ID variable that you created to store values in your Omni-Channel flow.
      • Service Channel: Messaging
      • Route To: Select the Agentforce Service Agent type, and then select your agent's name. If your agent type and name don’t appear, activate your agent, refresh Flow Builder, and try again.
      • A messaging queue. When your inbound Omni-Channel flow can't route conversations to your agent, it sends the conversation to this queue. Select a messaging queue that supports the Messaging Session object.
    2. Create an Enhanced Chat v1 channel. Add your inbound flow to the channel and then activate the channel.
      You can connect your agent to multiple inbound channels, but you can connect an inbound channel to only one agent.
    3. Open your agent in the legacy builder. On the Connections panel, confirm that your inbound Omni-Channel flow appears in the Inbound Routing section of the Enhanced Chat v2 connection. If a flow doesn’t appear, activate the flow and refresh the builder.
  4. On the Embedded Service Deployment Settings page for the deployment that you created, click Switch to v2.
  5. Click Switch & Publish.
  6. On the Embedded Service Deployments Settings page, click Test Enhanced Web Chat to preview and verify your branding and configurations.
  7. Set up outbound routing for your agent. Agents connected to Enhanced Chat v2 use the Escalation subagent and an outbound Omni-Channel flow to transfer conversations.
  8. Add the Enhanced Chat v2 to your external web site or to your Salesforce site.
 
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