Agent Chat Overview

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers. For more information, contact your Certinia Account Team.

Agent chat is the shared chat container that hosts the Veda Flex agents in the AI Connector package. Use it to ask an agent for help with a task in natural language.

Agents

The agents available to you depend on the custom permissions your administrator has granted you. The following agents are available:

If your administrator has not yet granted you access to any agents, the chat container opens with an empty state and you cannot send messages. Contact your administrator to request access.

Agent Selection

Agent chat selects an agent for you, or asks you to select one, based on the agents you can access.

  • If you can access one agent, it is selected automatically when the chat container opens.
  • If you can access more than one agent, a picker is displayed so that you can select one. The message input remains disabled until you select an agent.

After you select an agent, your choice is locked for that chat session. When you start a new chat session by clicking New Chat Session, your selected agent remains selected, and you can change it for the new conversation if you want. To work with a different agent, you can also close the chat container and open it again.

Chat Sessions

Each time you open an agent chat, a fresh chat session starts. You can also start a new chat session at any time by clicking New Chat Session, which clears the current conversation and keeps the selected agent. When you close the chat container, your in-progress conversation ends, the agent selection clears, and the session is recorded for auditing.

Note:

When you send a message from a Lightning record page, agent chat automatically includes the context of the record you are viewing. This enables the agent to understand references such as "this record" or "this project" without you re-stating the record name or ID. Specifying an ID prioritizes that ID over the current record context.

For information about opening agent chat and sending messages, see Using Agent Chat.

Record Search and Results

You can search for a record by name or ID. For example, you can search for resources, assignments, resource requests, and projects by name or ID. Depending on the agent, you can also ask about skills, skill sets, and resource pools. If a search returns multiple results, the agent indicates the total number found. You can ask the agent to display results in a tabular format for easy comparison. Tables display up to ten rows initially. You can click Show more to load additional rows, ten at a time. The agent selects up to five of the most relevant columns based on your query. If your results contain more than five columns, a message indicates how many are available, and you can ask the agent to show specific columns.

When the agent refers to an object record in its response, it displays the record name as a link that you can click to open the record in a new browser tab. This applies to records in the agent's text responses, tables, and approval cards.

Notes:
  • The agent only displays record IDs when you ask for them.
  • For best results, we recommend you submit queries to the agent in English only.

For information about querying skills, skill sets, and resource pools, see Querying Skills and Skill Sets Using the Certinia Customer Success Agent and Querying Resource Pools Using the Certinia Customer Success Agent.

Approval Cards

When an agent proposes to create, update, or delete a record, it displays an approval card. You can approve or reject the proposed changes.

The card opens with a short summary of the change. Depending on the number of records affected, the card displays either the record names or the total count. Record names are displayed as links that you can click to open the record in a new browser tab.

The summary is followed by a detail section that is collapsed by default. You can expand it and review the full set of values that the agent applies. The detail section lists a numbered block for each record in the change. Within each block, it lists every field that the agent sets.

If a change affects several records and the agent only updates some of them, the card displays the reason for each record that the agent didn't update. The changes that the agent applied are saved. If a change fails after you approve it, the card displays the reason. When the failure has a specific cause that you can act on, such as a validation rule on the record or a processing limit in your org, the card displays the cause for each of the records. When the cause is a connection, authentication, or configuration problem, the card displays a general message instead. If the change failed because it exceeded a processing limit, the agent explains what happened and asks whether you want to continue with fewer records or stop.

Agent Chat Page View

You can continue an active conversation with an agent in the page view of agent chat. The Veda page gives you more space to work with detailed or complex responses, and a side panel where you can review your past conversations in read-only mode. For more information, see Veda Page Overview.