Define Agent Settings
Learning Objectives
After completing this unit, you’ll be able to:
- Locate and customize agent settings.
- Assign languages to your agent.
- View conversation details in event logs.
- Customize greeting and error messages.
Trailcast
If you'd like to listen to an audio recording of this module, please use the player below. When you’re finished listening to this recording, remember to come back to each unit, check out the resources, and complete the associated assessments.
Customize Agent Settings
Ryan is happy with how his first agent is coming along and wants to learn about other ways he can customize its components and settings to better align the agent with the work Opal Media does, and their client’s expectations. He clicks through the buttons on the left side of the screen to see what he can do with each component.
Component |
Description |
|---|---|
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Topics: Review topics, add or remove topics, view actions assigned to a topic, and edit topic details and instructions. |
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Context: View and edit variables and session context that power your agent. |
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Knowledge: Upload or edit knowledge articles or other documents to personalize your agent’s interactions. Data Cloud is required to use this feature. |
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Language Settings: Set the default language and other languages your agent can respond with. Change the tone of the conversation to match your business style. |
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Event Logs: View session data to test or troubleshoot your agent. The Enhance event logs with conversation data setting, provides additional details, including the prompt the user entered and the agent’s response. |
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Connections: Add Omni-Channel flows to route conversations to queues. This is often used by customer service reps. |
Assign Languages and Tone
Opal Media regularly works with organizations that put on cultural events or food festivals that use themes from around the world. There are several event planners on the event staff who are bilingual and can converse in German, French, and Japanese. So he wants to give his clients the ability to reach out to his agent using one of these languages.
- Click
to open Language Settings.
- In the Default Language field, select English.
- In the Select Languages picker, click French, then click
to move it to the Selected box.
- Do the same to select German and Japanese.
The team at Opal Media likes to project a relaxed and friendly vibe through its website, advertisements, and social media posts. So Ryan is happily surprised to see that he can change the tone of his agent’s conversation to better match the company's laid-back style.
- In the Tone menu, select Casual.
- In the Conversation Preview window on the right, click the Refresh button to apply the changes to the language settings.
Ryan uses a language translation app to translate, “I’d like to plan an event” in each language he selected to check if the agent responds in that language. Since he doesn’t speak or read those languages himself, he’ll ask his colleagues to further test the language responses before he deploys the agent on Opal Media’s website.
View Event Logs
When agents and users converse using Agentforce, data from each conversation is stored in an event log. Event logs can be reviewed to test an agent or to troubleshoot when something didn’t work as expected in a conversation. When Ryan built his agent, he checked a box called “Enrich Event logs with conversation data”. By checking this box, he’s able to review session activity and the entire conversation transcript, including the prompts the user types, and the agent’s response. Once his agent is deployed, Ryan reviews conversations in the event logs regularly to better understand the types of prompts his clients enter so he can further customize the agent to respond to more types of requests.
- Click
to open the Event Logs panel.
He clicks a session ID to review each step of the conversation including prompts, timestamps, agent responses, and grounding information.
Customize Greeting and Error Messages
When Ryan previewed his agent in the Conversation Preview window, he thought it sounded too impersonal for something coming from Opal Media. It says “Hi, I’m an AI service assistant. How can I help you?” This message is the standard greeting for all Agentforce Service Agents, which, you might remember, is the agent type Ryan chose for his Events Inquiries Agent. While it’s a friendly enough greeting, Ryan wants his agent to sound more familiar to Opal's clients, and to be more consistent with the casual tone he selected in Language Settings.
- Click
to close Agentforce Builder.
- In Agentforce Studio, at the bottom of the Agentforce Agents screen, click Event Inquiries Agent to open Agent Details. Agent Details contains tabs for some of the details he included when he built his agent, details he just set up, like Language Settings, and a few other tabs that he hasn’t seen before.
- Click the System Messages tab.
The Welcome Message field has an 800-character limit, and while Ryan doesn’t want to overwhelm his clients with text, he still wants to make sure they know they’re engaging with AI. He comes up with a few sentences that he feels are better aligned with Opal Media’s style.
- In the Welcome Message field, enter:
Hi! I’m an AI Event Planning assistant. I help route inquiries to our event planning team. How can I help?
- In the Error Message field, enter:
Oh sorry! Something unexpected happened. Can you rephrase that? - Click Save.
- At the top of the screen, click Open in Builder to see the new greeting in the preview window.
Wrap Up
At this point, you would have a bit more work to do to finish customizing his agent before deploying it to Opal Media’s website. Agent building is an iterative process and you can continue to fine-tune topics, instructions, or actions to respond to different types of inquiries or needs that arise over time. For more practice customizing agents, take the Quick Start: Agent Actions Trailhead project to customize an agent with an autolaunched flow action.