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Experience Cloud
Context Passing Framework (Beta)

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Context Passing Framework (Beta)

With the Context Passing Framework, Agentforce can track and leverage your journey across a site, providing a seamless, personalized experience.The Context Passing Framework is an independent feature that tracks user interactions, such as article page loads, search queries, topic clicks on Aura sites, or NDC clicks on LWR sites. It provides seamless context to Agentforce Service Agents (ASA) for context-aware responses in Enhanced Chat and Quick Chat sessions.

Required Editions

Available in: Salesforce Classic and Lightning Experience
Available in: Aura and LWR Experience Cloud Sites
Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce Service Agent add-on
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses

The Context Passing Framework is a foundational feature that sets up your site for advanced service capabilities. It tracks customer site activity data, such as:

  • Article page loads
  • Search queries
  • Topic clicks (on Aura sites)
  • NDC clicks (on LWR sites)

The Context Passing Framework securely passes this journey data as context directly to your Agentforce Service agent when you start a chat session.This context provides Agentforce Service agents with your recent site history, resulting in context-aware responses and a better experience in Enhanced Chat and Quick Chat sessions.

  • Configure the Context Passing Framework for Agentforce
    Implement required components, including the User Interaction Context component and an Omni-Channel flow, to track critical user journey data. This framework maps pre-chat variables from your Experience Cloud site and securely delivers the context to your Agentforce Service agent.
 
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