Connect a Guided Shopping Agent to a Channel
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the purpose of the AI agent to channel connections.
- Summarize the steps to establish AI agent channel connections.
Connect a Your Agent
Your new guided shopping AI agent is working—now all you need is an easy way for shoppers to connect with it. Channels like email, text messaging, and social media provide familiar and easily accessible platforms for shoppers to connect with your agent. A channel connection also lets the agent connect to customer data and order history. The agent uses this data to provide a more tailored and context-aware customer experience.
To route your customers to your Guided Shopping agent set up these connections and services.
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Inbound Omni-Channel connection: Gathers customer requests from various sources.
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Omni-Channel flow: Decides how customer requests are routed to the right agents.
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Queue: Organizes and manages customer requests until an agent is available.
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Embedded messaging channel: Allows customers to start a chat, send a message, or request help directly from their connection point.
Omni-Channel
Omni-Channel ensures that customers have a consistent AI agent experience across all touchpoints. Omni-Channel keeps the agent conversation going even if a customer changes their connection point. For example, from online via desktop to a mobile device, or an in-store connection.
Set Up Inbound Omni-Channel
Enable Omni-Channel as your Messaging for In-App and Web use cases.
- From Setup, in the Quick Find box, search for and select Omni-Channel Settings.
- Enable Omni-Channel and its features, and save your changes.
- Create a queue where you want to route incoming messaging sessions. Add Messaging Session as a supported object. See Create Queues.
Omni-Channel Flow
Create an Omni-Channel Flow for your Messaging for In-App and Web that routes messages to your AI agent.
These steps assume that you understand how to create a flow with Flow Builder. See the Flow Builder Tour or the Flow Builder Basics Trailhead module.
- At the top of the page, click
and select Setup.
- From Setup, in the Quick Find box, search for and select Flows.
- Click
to open the Toolbox Manager.
- Click Manager and then click New Resource.
- For Resource Type, select Variable.
- In the New Resource screen, follow these steps.
- In the Flow Builder Toolbox, click Manager and then click New Resource.
- For Resource Type, select Variable.
- For API Name, enter
recordId.
Note: The API name is case-sensitive. Confirm that you enteredrecordId. The messaging channel uses this value to pass information to the flow.
- For Data Type, select Text.
- Under Availability Outside the Flow, select Available for input.
- Click Done.
- In the Flow Builder Toolbox, click Manager and then click New Resource.
- In the Select Elements screen, in your flow, click
and select Route Work.
- On the Route Work page, provide this information.
- For Label, enter
Route to Agentforce for Guided Shopping, and add an optional description.
- For How Many Work Records to Route, select Single.
- For Record ID Variable, enter
{!recordId}.
- For Service Channel, select Messaging.
- For Route to, select Agentforce Service Agent.
- After you select the agent type, select your Agentforce for Guided Shopping’s name. If your agent type and name don’t appear, activate your agent, refresh Flow Builder, and try again.
- For Fallback Queue, enter the Queue ID of the queue where you want to direct the work.
If routing to a service representative is unsuccessful, the Omni-Channel flow sends the conversation to this queue.
- For Label, enter
- Save the flow.
- For Flow Label, enter
Agentforce for Guided Shopping.
- Click Save.
- For Flow Label, enter
- Activate the flow.
After you set up Omni-Channel and the Omni-Channel flow, add a messaging channel.
Add a Messaging Channel for a Guided Shopping AI Agent
Adding messaging to your B2C Commerce store involves creating a Messaging for In-App and Web (MIAW) channel. Your Messaging Channel specifies what type of messaging you do (that is, web, in-app, WhatsApp, Facebook, or SMS).
In this process, you establish a channel, and then create an embedded deployment to add to the channel and your site and Omni-Channel routing configurations.
This task applies to MIAW channels. It doesn’t apply to standard and enhanced WhatsApp, standard and enhanced Facebook Messenger, standard and enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, Bring Your Own Channel, and Bring Your Own Channel for CCaaS
- At the top of the page, click
and select Setup.
- From Setup, in the Quick Find box, search for and select Messaging Settings.
- Select New Channel, or if you’re using an existing channel, skip to step 5 and make the required updates to that channel.
- Start the add channel process, and select the Messaging for In-App and Web type.
- Enter your unique Channel Name and save your work.
- Under Routing Type, select Omni-Flow. Select the Flow Definition and the Fallback Queue that you created earlier. Choosing Omni-Flow allows you to work with our Pre-Chat form and Bots enhancements.
- Optional: Add customer experience enhancements like showing estimated wait times.
- Save your work.
- Return to the Messaging Settings related list, select your channel, and click Activate. Your channel is active when the Activate button says Active.
- Add MIAW to your Commerce store using the steps in Configure a Messaging for Web Deployment.
Next
Now you know how to connect an Agentforce for Guided Shopping to a channel and add a messaging channel for your Agentforce for Guided Shopping to your site. Next, complete the quiz and earn a new badge.