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.

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, agent chat selects it automatically when the chat container opens.
  • If you can access more than one agent, agent chat displays a picker 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, and you cannot change the agent mid-conversation. To work with a different agent, close the chat container and open it again to start a fresh chat. 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 your past conversations. For more information, see Interacting with Agents on the Veda Page.