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Build a Buyer Engagement Agent
Now that you completed the steps to prepare your org, you’re ready to create a Buyer Engagement agent. To ground your agent with communication preferences, product, branding, qualification guidelines, and other customization options, follow the guided steps in the app.
Required Editions
| User Permissions Needed | |
|---|---|
| To manage and configure the Buyer Engagement agent: | Manage Customer Engagement Agent permission set |
| To access the guided setup page for the Buyer Engagement template: | Build Agents with Simplified Agent Configuration |
Create a Buyer Engagement Agent
In Salesforce Go, from the Agentforce for Marketing setup page, go to the Buyer Engagement section. In the Build and Manage Agents step, click Go. Click Build a New Agent. Select Buyer Engagement for the template type. In Getting Started, select the agent’s user record. Give your agent a name. Select the language for your agent to use. Save your changes and continue to configure the remaining agent settings.
- In Salesforce Go, from the Agentforce for Marketing setup page, go to the Buyer Engagement section.
- In the Build and Manage Agents step, click Go.
- Click Build a New Agent.
- Select Buyer Engagement for the template type.
- In Getting Started, select the agent’s user record.
- Give your agent a name.
- Select the language for your agent to use.
- Save your changes and continue to configure the remaining agent settings.
Configure Agent Settings
Complete the guided configuration steps to customize how your agent behaves when it’s active. To test your settings along the way, use the Preview Agent panel.
You can modify a draft agent or create a new version of an active one at any time. Whenever you modify an agent, make sure to test your changes thoroughly.
| setup task | details |
|---|---|
| Provide the Agent with Core Messaging and Positioning | Define your core messaging and rules so that agents can provide customers with information in your company context and brand.
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| Give the Agent Product Knowledge | Arm your agent with even more custom knowledge by adding information to the data library that you configured earlier. |
| Establish Channel Conversation Settings | To manage how your agent communicates, define the settings for each channel type, including the tone and the AI disclosure message.
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| Define How to Capture Visitor Information in Web Chats | Define how your agent collects information to create and store records for visitors interested in your business. If you select Lead as the object type, enter a default value for Status. All new leads created from web chat sessions are set to this status. If you select Contact or Person Account, select a default value for Owner ID and the fields that you don’t want your agent to collect. All records are assigned to the user that you select. The user must have Inbox enabled. |
| (Optional) Enable Qualification | Evaluate potential customers’ level of interest, so that your team can prioritize the people with the highest potential. Turn on the toggle to allow your agent to qualify your customers, and then enter a description of your ideal customer profile. Next, add the qualifying questions that your sales reps ask to determine a prospect’s interests, needs, and urgency. |
| Configure Meeting Booking Settings | Configure the settings for how the agent manages bookings, such as which group or user to assign the meeting to. This feature is enabled by default. To disable it, turn off the toggle next to Meeting Booking. To assign a user as a meeting host, they must have Inbox enabled and a connected email account. |
| Review and Activate Your Agent | Before you activate your agent, make sure to review your configuration, test it in the side panel, and verify that it’s operating as expected. When you’re satisfied, click Activate Agent. |
After creating your agent, return to the Buyer Engagement setup section in Salesforce Go to complete the additional setup steps for reply management, web chat, and other settings to get the most out of your agent.
