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            Configure Messaging Channels for Agentforce Orchestrator

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            Configure Messaging Channels for Agentforce Orchestrator

            Link your agent to specific communication channels to go live. This step makes sure that the Omni-Channel engine routes incoming conversations from your Experience Cloud site to your personalized AI agent and passes necessary site parameters for accurate search and personalization.

            Required Editions

            Available in: Lightning Experience in Enterprise and Unlimited editions for an additional cost. To purchase, contact your Salesforce account executive.
            Available in: Aura Experience Cloud sites that use Build Your Own Template
            Available in: LWR Experience Cloud sites that use Build Your Own Template
            User Permissions Needed
            To Configure Messaging Channels
            • Customize Application
            • Manage Agentforce Agents
            • Create and Set Up Experiences

            Before your begin make sure,

            • Your Agentforce Orchestrator configuration is active.
            • You have an agent utilizing the External Einstein Agent license.
            • An Enhanced Service Deployment (V2) exists for your site
            1. From Setup, enter Messaging Settings in the Quick Find box and select Messaging Settings.
            2. Locate your specific channel and click Edit.
            3. Scroll to the Omni-Channel Routing section and click Edit.
            4. Set Routing Type to Agentforce Service Agent.
            5. Select your agent and verify the Fallback Queue.
            6. Click Save.
            7. Scroll down to the Parameter Mappings section.
            8. Click New to map the variables required for your portal's security and search logic.
            9. Map your portal’s Network ID or Site ID to the corresponding agent variables.
              This makes sure the agent knows it is operating within your specific Experience Cloud site.
            10. Use the Custom Parameters section to define any extra data points that the agent should use for personalized responses.
            11. Review all settings to make sure the Routing Type shows your agent.
            12. Click Save.
             
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