Granting Access 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.

Access to the chat container and access to individual agents are controlled separately. Granting a user the AI Connector permission set is what enables them to open the chat container. To grant a user access to a specific agent, you must also assign the custom permission for that agent.

If a user has access to only one agent, that agent is selected automatically when they open the chat. If a user has access to more than one agent, they choose one from a picker each time they open the chat. If a user has access to no agents, the chat container shows an empty state and the user can't send messages.

To grant access to an agent, assign that agent's custom permission to your users through a permission set, permission set group, or profile. The procedure below describes how to do this using a permission set.

Assign a Custom Permission to a Permission Set

Assign the custom permission for each agent to a permission set, then assign that permission set to the users who need access to the agent.

  1. In Setup, go to Users | Permission Sets.
  2. Select the permission set that you want to grant agent access through, or create a new one.
  3. In the permission set, click Custom Permissions.
  4. Click Edit.
  5. Move the custom permission for the agent from Available Custom Permissions to Enabled Custom Permissions.
  6. Click Save.
  7. Assign the permission set to the users who need access to the agent.

For more information about assigning permission sets, see the Salesforce Help.

Custom Permissions for Available Agents

The following custom permissions control access to the agents available via AI Connector.

Custom Permissions for Available Agents
Agent Custom Permission API Name Owning Package
Certinia Resourcing Agent pse__UseResourcingAgent PSA
Certinia Services Delivery Agent pse__UseServicesDeliveryAgent PSA
Certinia Customer Success Agent csc__UseCustomerSuccessAgent Customer Success Cloud
Certinia Estimation Agent ffscpq__SCPQ_Use_Estimation_Agent Services Estimator
Certinia Estimate Creation Agent ffscpq__SCPQ_Use_Estimate_Creation_Agent Services Estimator