Opening an Agent Chat

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.

This feature analyzes existing records only. To take follow-up actions, such as creating or updating records, you must have the same permissions required to perform those actions manually.

Agent chat is the shared chat container that hosts the agents available in your org. For more information, see Agent Chat Overview.

To open an agent chat:

  1. In the org header, click | Veda Veda.
  2. Review the disclaimer and click Accept to open the chat. The disclaimer only shows the first time you open an agent chat.

Selecting an Agent

Agent chat selects an agent for you, or asks you to select one, based on the number of 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, use the picker to select the agent you want. The message input field 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, 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. For more information, see Starting a New Chat.

Opening the Page View

You can open your active conversation in a page view of agent chat. The page gives you more space to work, and a side panel where you can review, resume, search, and remove your past conversations. To open the page, click Open App View. If you have not selected an agent yet, the page opens so that you can select one. For more information, see Interacting with Agents on the Veda Page.