Service Agent connections to digital experiences

Key Takeaway

A Service agent reaches an Experience Cloud site through three linked pieces. An Enhanced Chat messaging channel is one. Routing sends that channel's conversations to the agent. An embedded service deployment places the chat on the site.

Visitors on a website or Experience Cloud site talk to a Service agent through Enhanced Chat, a messaging channel that shows a chat window on the page. Setup links the channel to the agent through routing. An embedded service deployment then places the chat on the site. How you build the routing depends on whether the channel uses Enhanced Chat v1 or v2.

Three linked pieces

A Service agent connection to a site has three linked pieces:

Messaging channel: defines the type of chat, such as Enhanced Web Chat.
Routing: sends the channel's conversations to the agent.
Embedded service deployment: puts the chat window on the site.

An agent can connect to many inbound channels, but each inbound channel can connect to only one agent.

Routing must never send a conversation to a service rep and an AI agent at the same time. When a bot and a rep are both engaged, the messaging session can get stuck in Waiting or Inactive status.

Agentforce Specialist Study Guide

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Explain how an agent works and its basic building blocks of agent script

0/8

Explain the components and benefits of hybrid reasoning, including how Agent Script functions in Canvas and Script View

0/6

Given a use case, manage deterministic behavior for the agent using mechanisms like filters, variables, and template expressions.

0/8

Given a scenario, select and configure standard topics, custom topics, standard agent actions, and custom agent actions.

0/14

Explain the process for connecting agents to various channels such as digital experience, email, voice, and Slack.

0/9

Supported channels for Employee and Service agents

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Service Agent connections to digital experiences

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Service Agent connections to messaging channels

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Service Agent connections to email

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Service Agent connections to Agentforce Voice

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Omni-Channel routing to a Service Agent

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Employee Agent connections to Slack

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Employee Agent connections to Lightning Experience and Mobile

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Agent connections, connection instructions and adaptive response formats

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Explain the security context in which the agent is actually running, and how it impacts agent action execution

0/7

Given a scenario, identify when to use an Employee or Service agent.

0/2

Given a scenario, identify when it's appropriate to use Agent API

0/6

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Service Agent connections to digital experiences

Key Takeaway

Three linked pieces

A Service agent connection to a site has three linked pieces:

Messaging channel: defines the type of chat, such as Enhanced Web Chat.
Routing: sends the channel's conversations to the agent.
Embedded service deployment: puts the chat window on the site.

An agent can connect to many inbound channels, but each inbound channel can connect to only one agent.

Routing must never send a conversation to a service rep and an AI agent at the same time. When a bot and a rep are both engaged, the messaging session can get stuck in Waiting or Inactive status.