Grounding with Messaging Session Record Data

Record Processing Initiation

Record monitoring begins after the service rep accepts the session and the session meets your eligibility criteria. Service Assistant then reviews the chat to identify the customer's intent and issue. The transcript must contain enough context for Service Assistant to identify the issue. Customers usually state the issue in the first few messages, but it can take five or more messages to reach the context threshold. What counts as enough context depends on the clarity of the messages in the chat. Vague or conflicting messages, or messages split into multiple parts, can delay the start of a plan.

Along with the context requirements, meet these requirements before a service plan starts.

• Salesforce admins and service reps require direct access to your eligibility criteria flow. Because the flow doesn't run on the ServicePlanner User's Run Flows app permission, grant access through a custom permission set. See Eligibility Criteria and Set Up Service Assistant for Messaging.
• The ServicePlanner User requires app and object permissions for the Messaging Session object. See Service Assistant for Messaging Permissions.

Record Processing and Updates

Grounding in a messaging session is an active, fluid process. As the conversation unfolds, Service Assistant monitors each new message and continuously adapts the plan, so the steps always reflect where the conversation stands. For each step, Service Assistant runs a real-time search of all your grounding sources. As soon as the context shifts, Service Assistant adjusts the plan and creates a new step to match. Because a messaging plan is dynamic, each new message feeds the next step, so there's no separate redraft action.

By default, Service Assistant for Messaging grounds only on the transcript and standard sources, such as subagents and knowledge articles. Service Assistant for Messaging doesn't directly support grounding on related records, including any previous messaging sessions.

To include related-record data in the service plan, build an agent action that takes currentRecordId as input and queries the fields you need. For messaging sessions, use EndUserContactId to get the associated Contact for customers already in your CRM, or MessagingEndUserId for customers identified through a messaging channel. This action returns the relevant fields for Service Assistant to produce more context-based plan steps.

Considerations

• Service Assistant is active only when the messaging session record is owned by a human user. If a bot or queue owns the record, Service Assistant doesn't process the record or generate a plan.
• Service Assistant references only text in the current session's transcript. It doesn't process file uploads, images, or choice responses, and it ignores previous sessions linked to the same conversation record.
• Service Assistant can reference the messaging chat only from the Messaging Session record page. Service Assistant can't access the transcript when it is installed on other record pages, such as Case or Account.
• Service Assistant also supports context variables for passing record data to your actions. See Set Up Context Variables.