Setting up 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.

Agent chat is the shared chat container provided by the AI Connector package. Use it to host the agents that you make available to users in your org. Complete the following tasks to set up the chat container before granting users access to individual agents.

Setup Tasks for Agent Chat
Step Action Further Information
1 Install the AI Connector package in your Salesforce org. Installing AI Connector
2 Configure the AI Connector Named Credential so that the chat container can route requests to the agent service. Configuring the AI Connector Named Credential
3 Create and assign the AI Connector permission set to users who interact with the chat container. Creating the AI Connector Permission Set. For information about how to assign permission sets, see the Salesforce Help.
4 Create and assign the AI Connector - Manage Flex Instructions permission set to users who manage flex instructions. Creating the Flex Instructions Permission Set
5 Grant users access to each agent they need to use. Access to individual agents is controlled by a custom permission for each agent, which ships in the agent's owning package. Granting Access to an Agent
6

Add the Veda global action to your Publisher Layout so that the chat container is available from the Salesforce header.

  1. Navigate to Setup | User Interface | Global Actions | Publisher Layouts.
  2. Click Edit on the Global Layout.
  3. In the Salesforce Mobile and Lightning Experience Actions section, click the override link.
  4. Drag the Veda action into the section.
  5. Click Save.
 For more information about Publisher Layouts, see the Salesforce Help.