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Set Up Service Assistant for Messaging
Complete the required setup steps for Service Assistant for Messaging.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To Set Up Service Assistant for Messaging: | Service Planner Builder permission set AND Customize Application OR System Admin |
Before you begin, confirm that you've completed the general setup and created at least one agent with subagents and instructions. See Complete General Setup.
The eligibility flow doesn't rely on the ServicePlanner User's Run Flow permission when the messaging session record opens. Both service reps and admins require direct access to the flow so that it can run when the record page opens. We don't recommend providing your reps the Run Flows app permission unless doing so aligns with your company's security standards.
We recommend granting access through a custom permission set. To do so, you restrict the flow's default general access and then create a custom permission set that you assign to both the admin and service reps. Alternatively, restrict the flow's default general access and then assign the flow to the Standard User profile if that aligns with your company's security standards.
The first procedure guides you through configuring your eligibility flow and restricting its default access. The next procedure guides you through creating a custom permission set that grants access to the flow.
You can use your own flow as long as it's an autolaunched flow that has one string input and one boolean output. If you use your own flow, skip the first procedure and go to the next one.
Configure Your Eligibility Criteria Flow
Use the Check Service Plan Eligibility for Messaging Flow Template to set conditions that messaging session records must meet to have a service plan.
- From Setup, in the Quick Find box, enter Flows, and then select Flows.
- Under All Flows, select Check Service Plan Eligibility for Messaging.
- From the Flow Builder canvas, select the Is Messaging Session Eligible for Service Plan? Decision element.
- From the Decision Element properties section, in the Yes tab under Outcome Details, delete the ineligibilityReason resource. Keep all others.
- To add another condition that determines when to generate a service plan, click + Add Condition. By default, we don't create service plans for messaging sessions that are set to Ended or inactive. Set additional conditions, such as creating service plans for messaging sessions that originate from specific channels or queues.
- Click Save as New Flow.
- In the Save As window, provide a name and optional description, and then click Save.
- Activate your flow and exit Flow Builder.
- From the Flow Builder setup page, navigate to your eligibility flow.
- Click the dropdown next to the flow and select Edit Access.
- Select Override default behavior and restrict access to enabled profiles or permission sets.
- Click Save.
Grant Access to Your Eligibility Flow
Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is mandatory for service reps and admins, even when admins have Run Flows or Manage Flows permissions.
- From Setup, in the Quick Find box, enter and select Permission Sets.
- From the Permission Sets setup page, click New.
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Provide a name for the permission set and optionally provide a description.
We recommend naming the permission set Messaging Eligibility Flow Access. Don't select a license.
- Click Save.
- From the Permission Sets page, select Messaging Eligibility Flow Access or the name you provided.
- From the permission set detail page, under Apps, select Flow Access.
- From the Flow Access section, click Edit.
- Add your messaging eligibility flow to the Enabled Flows section.
- Save your work.
- Assign the permission set to yourself (the admin) and your service reps.
Add Your Eligibility Criteria Flow to Service Assistant
Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page.
- From the Service Assistant Setup page, in the Customize Experience by Object section, select the Messaging tab and go to the Add Eligibility Criteria section.
- From the Flow Label field, select your messaging eligibility flow.
- From Input variables, select your variable.
- From Output Variables, set the fields for Eligibility Result Variable and Ineligibility Reason Variables.
- Save your work.
After you add your flow to Service Assistant, your eligibility criteria setup is complete. Continue to the next steps to enable Service Assistant for Messaging and add the component to the record page.
Enable Service Assistant for Messaging
Turn on the features that activate Service Assistant for Messaging.
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Go to the Turn on Dynamic Service Plans section and turn it on.
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Optional: Under Turn on Dynamic Service Plans, turn on
Start Plan Automatically.
When you turn on this feature, service reps don't manually click Start Plan in the component. The button isn't shown. Instead, the service plan starts automatically after there are at least five messages in the chat. The summary plan is first generated, and then the first step shows immediately after.
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Turn on Service Assistant for Messaging.
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Set a default Service Assistant agent for Messaging.
Because Service Assistant supports multiple agents, set a default agent so that an agent is always assigned to a record when your eligibility criteria are met.
If you created only one agent, select it. That agent is assigned to every record that meets your eligibility criteria.
If you have more than one agent, select a single agent that contains a subagent and instructions for the use case that you want to test. You don’t need to set a flow at this time. The next steps guide you through adding the component to the record page and validating that a service plan generates based on the single agent you set as your default agent. Setting up and testing multiple agents isn't covered here because setup requires additional time and testing. See Multiple Agents in Service Assistant.
- From the Setup Your Agent Assignment section, under Set a Default Agent, select your agent.
- Don't set a flow in Define Your Multi-Agent Assignment Criteria.
- Save your work.
Assign Service Assistant for Messaging Permissions
Assign permissions that grant users access to Service Assistant for Messaging.
When you create a Service Assistant agent, the ServicePlanner User (the agent user) is automatically assigned the Service Planner Agent User and Agentforce_Service_Assistant Permissions permission sets. To generate service plans for messaging sessions, the agent user requires a custom permission set that grants object and app access to the Messaging Session object.
Also, make sure service reps have the Messaging Eligibility Flow Access custom permission set assigned. Without it, the eligibility criteria flow won't run when the record page is opened.
- From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets.
- Create an Agent Messaging Access custom permission set that grants Read and View All Fields on the Messaging Session object and enables the Access Conversations Entries app permission.
- Assign your ServicePlanner user the Agent Messaging Access custom permission set, and then confirm your users have these permissions.
| Persona | User License | Standard Permission Sets | Custom Permissions |
|---|---|---|---|
| Service Assistant Admin | Salesforce | Service Planner Builder | Messaging Eligibility Flow Access |
| Service Rep | Salesforce |
|
Messaging Eligibility Flow Access |
| ServicePlanner User (agent user) | Einstein Agent |
*This is a default name provided by Agentforce. If you provided your agent a specific name in the Agent Creator, then the permission set name matches your agent name. |
Agent Messaging Access Required permissions:
|
Set Up the Service Assistant Component for Messaging
Add the Service Assistant component to the Messaging Session record page.
- From the Service Console, go to the Messaging Session list page and open a record. Ideally, open a record that meets your eligibility criteria.
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From the record page, click
, and then select Edit Page.
- From the Components menu, search for and select Service Assistant, and then add the component anywhere on the canvas.
- Click Save and then click Activate.
- Exit Lightning App Builder, go back to the record page, and confirm that you see the component on the page.
The Messaging Session record page now shows the Service Assistant component (1) and chat box (2).
When your eligibility criteria are met and there are five total messages in the chat, a plan summary shows in the center of the component and indicates which subagent is assigned to the record, for example, “Service Plan Available: Travel Documentation”.
Keep in mind that Service Assistant is only active and processes a service plan when the record owner is a human agent. It does not process requests if the session record is owned by any other user.
If you turned on Start Plans Automatically, the Start Plan button isn't shown, and the first step shows after the summary plan is generated and when there are at least five messages in the chat.
If the creation of the plan summary fails or you see error messages, review the troubleshooting steps in Troubleshoot Service Assistant Error Messages.
When you see a plan summary, your base setup is complete. Now you can work through a service plan to test it. Start a messaging session in your channel and follow the guidance from Service Assistant as the plan progresses. Review each step for accuracy to your grounding sources, monitor when actions and steps are cited, and use the agent chat to look up knowledge and execute actions. For guidance on testing and evaluating the dynamic plan workflow, see Test Service Assistant.
For guidance on setting and testing knowledge, see our guidance and best practices in Set Up Knowledge Grounding. We provide specific details on our recommended configuration, required permissions, what to expect when referencing citations, and troubleshooting information.
For setting up Service Replies in Service Assistant, see Set Up Service Replies for Service Assistant.
