Sending Messages to an Agent

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.

You can describe what you want to do using natural language, and the agent asks for any additional information it needs before taking action. For best results, we recommend you submit queries to the agent in English only.

Before you can send a message, open an agent chat and select an agent. For more information, see Opening 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.

To send messages:

  1. Enter your message in the input field at the bottom of the chat container.
  2. Press Enter or click Send.

The agent responds in the chat container. Each response is recorded in the chat session for auditing.

A message can contain up to 10,000 characters. If you paste text that would take your message over this limit, the text is not pasted, and a message tells you the length of the text and how many more characters your message has room for. Shorten the text, then paste it again.

Answering an Agent's Question

When an agent displays a question card, you can answer by selecting one of its options. For more information, see Agent Cards Overview.

To answer an agent's question, do one of the following:

  • On the question card, select the option you want, then click  .
  • Enter a reply in the input field and send it in the usual way.

To skip the question, click Skip or  .

Rating a Response

To rate a response, click below it if the response was useful, or click   if it was not. The button that you click is filled to confirm your rating, and the rating is saved against the chat message. For more information, see Response Feedback Overview.

Reusing a Message You Sent Earlier

To reuse a message you sent earlier in a conversation:

  1. Place the cursor at the start of the input field.
  2. Press the up arrow key to step back through your previous messages, one at a time. The message displays in the input field, where you can edit or send it again.
  3. [Optional] Press the down arrow key to move forward again to a more recent message, or back to the message you were typing.
  4. Edit or send the message displayed in the input field.
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.