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            Configure the Agent

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            Configure the Agent

            Configure and update your agent to handle user queries and deliver personalized recommendations.

            Required Editions

            User Permissions Needed
            To build and manage Service Agents:

            Manage Agentforce Service Agents

            AND

            Manage AI Agents

            OR

            Customize Application

            Meet these prerequisites before configuring the agent to identify the individual and provide recommendations.

            Note
            Note To ensure that links to external sites or content generated from external domains work correctly, you must add any external URLs your agent uses to an allowlist. You can do this by adding the domains to the Trusted URLs list in Setup or by including the specific URLs in the agent's instructions. If a URL is not on an allowlist, the agent's response containing the link is blocked. For more information or instructions, see this Knowledge article.
            1. Use the following method to identify the individual through pre-chat data, and map the data to the flow variables. To send query events, your agent needs your connector's App Source ID and the Tenant-Specific Endpoint for your Data 360 instance along with the Individual ID.
              1. In the Messaging Session object, create two custom text fields named Individual_ID and Connector_App_Source_Id. For more information, see Create Custom Fields.
              2. In the Agent Builder, add the created fields to the Included Fields list in the Context Variables for the agent to use. For more information, see Use Context Variables in Agent Conversations.
              3. Create a pre-chat form and add the hidden custom fields Individual_ID and Connector_App_Source_Id to it. For more information, see Customize Pre-Chat for Enhanced Chat.
              4. Map the pre-chat custom fields Individual_ID and Connector_App_Source_Id to the messaging channel and update the inbound omni-channel to store the field value in the Messaging Session object. For more information, see Map Pre-Chat Values in Omni-Channel Flow.

                Image displaying how Individual ID and App Source ID are set as fields in the flow.

              5. Route the records to your agent. For more information on routing to your agent, see Route Work Items to Queues.
              6. In Data Cloud Setup, search for and select Websites & Mobile Apps.
              7. Select the website and scroll to the bottom to find the App Source ID under Integration Guide.
                The App Source ID is highlighted in the following image.

                Image showing the highlighted App Source ID in Data360 setup.

              8. Copy the ID.
              9. To fetch the Individual ID from the Web SDK, use this JavaScript snippet in your website code, depending on the website type.

                // Fetch Individual ID using getAnonymousId function from SalesforceInteractions SDK const chatIndividualId = SalesforceInteractions.getAnonymousId();

              10. To send the Individual ID as well as the copied App Source ID to the agent, use this JavaScript snippet in your website code, depending on the website type.

                // Send Individual ID and Connector_App_Source_Id to ASA embeddedservice_bootstrap.prechatAPI.setHiddenPrechatFields({"Individual_Id" : chatIndividualId, "AppSource_Id": "e9afad00-1b84-4381-b76e-984e1fa26841";})

                For more information, see Hidden Pre-Chat in Enhanced Web Chat.

            2. In Agent Builder, add the Personalized Recommendations topic to your agent. This topic includes two key actions: Personalization: Understand User Intent and Personalization: Get Personalization Recommendations. For more information, see Add a Topic from the Asset Library.
            3. Edit the topic instructions to update the response format to match your product or content catalog. For information on editing a topic, see Edit a Standard Topic.

            See Also

             
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