Using 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.

You can describe what you want to do using natural language, and the agent asks for any additional information it needs before taking action.

Opening Agent Chat

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.

Selecting an Agent

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.

Sending 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.

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.

You can read and work through a conversation using your keyboard. The conversation history is a single stop in the tab order, so pressing Tab moves focus to the history as a whole rather than to each message in turn. From there, you use the arrow keys to move between individual messages. Agent chat brings each message you move to into view.

The following table details the keys that move focus when the conversation history has focus.

Conversation History Keys
Action Windows Mac
Moves focus to the first message. Home Fn + Left Arrow
Moves focus to the most recent message. End Fn + Right Arrow
Moves focus to the next message. If no message has focus, moves focus to the first message. Down Arrow Down Arrow
Moves focus to the previous message. If no message has focus, moves focus to the most recent message. Up Arrow Up Arrow

These keys apply only when focus is in the conversation history. When focus is in the input field, the up and down arrow keys step through the messages you sent earlier instead.

When an agent asks you to confirm a change, focus moves to the Approve button on the confirmation card, so that you can respond without leaving the keyboard.

Starting a New Chat

To start a new chat with an agent, do one of the following:

  • Click New Chat Session from the chat container. This clears the current conversation and starts a new chat session without closing the container. The agent you selected remains selected so that you can continue working with the same agent. You can also select a different agent for the new conversation.
  • Close the chat container and open it again by clicking | Veda Veda. When you close the chat container, your in-progress conversation ends and the agent selection clears, so you can select a different agent the next time you open an agent 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.