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Now that you’ve created an agent, complete the remaining steps to configure it for email messaging or web chat. Then configure supervisors to monitor agent performance, and edit record pages so that agents can access qualification details.
| User Permissions Needed | |
|---|---|
| To configure and customize the Salesforce org: | System Administrator profile AND Data Cloud Architect AND Marketing Cloud Admin permission sets |
| To configure most settings in Marketing Cloud Next: | Marketing Cloud Admin permission set |
| To configure required settings in Data 360: | Data Cloud Architect permission set |
| To manage and configure the Buyer Engagement agent: | Manage Customer Engagement Agent permission set |
On the Agentforce for Marketing page in Salesforce Go, finish the remaining setup tasks for the Buyer Engagement agent. Some are optional, depending on which channels you configured for the agent.
| setup Task | Details |
|---|---|
| Configure Reply Management | Determine how your agent replies to email messages sent to its inbox. Select the From address that you created when you configured the required email settings. In the Agent Conversational Messaging section, click Configure, and then select the routing type Agentforce Service Agent. |
| Complete Required Setup for Web Chat | For your agent to chat with visitors to your website, connect your agent to a channel and then add the agent to your website connector. Here’s a summary of the tasks to complete.
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| Configure Omni Supervisor | Add and manage supervisors who monitor agent performance in real time, and manage their availability, capacity, and assignments. See Set Up Supervisors. |
| Edit Record Pages | Edit record pages to make qualification details available to agents and other users. In each record page where you want the information to appear, add the Qualification Summary to the AI Summary Component. See Add AI Summary to a Page. |
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