Configuring the Salesforce Agent

• Live Chat (Legacy): Salesforce’s traditional live chat interface for real-time messaging between AI Agent and human agents.
• Messaging for In-App and Web (MIAW): Salesforce’s latest messaging service for persistent, seamless conversations across in-app and web channels. Recommended for new integrations.

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Configure Live Chat

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Step 1: Set Up a Salesforce Live Agent

1. Log in to your Salesforce account.
2. Navigate to Setup > Customize > Chat Agent > Settings.
   Switch to Classic view — Live Agent settings do not appear in Lightning Experience. See Salesforce Live Agent setup guide.
3. Navigate to Build > Customize > Chat > Chat Agent Configurations.
4. Click New, fill in the configuration name and description, and click Save.

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Step 2: Retrieve the Live Agent URL

1. Navigate to Setup > Customize > Chats > Chat Sessions > Deployments.
2. Click the deployment you want to use.
3. In the Deployment Code region, find the Live Agent URL in the Code field.

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Step 3: Retrieve the Organization ID

1. Navigate to Administer > Company Settings > Company Information.
2. Find the Salesforce.com Organization ID field.
   The Organization ID is a unique identifier for your Salesforce org.
3. Copy and save it.

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Step 4: Retrieve the Deployment ID

1. Navigate to Setup > Customize > Chats > Chat Sessions > Deployments.
2. In the Deployment Code region, find the Deployment ID in the Code field.
3. Copy and save it.

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Step 5: Retrieve the Button ID

1. Navigate to Customize > Chats > Chat Sessions > Chat Buttons & Invitations and click the button you want to use.
2. In the Deployment Code region, find the Button ID in the Code field. The Button ID is the string after the last / in the URL (e.g., 5731I000000PL9G from https://meya-dev-ed.my.salesforce.com/5731I000000PL9G).
3. Copy and save it.

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Step 6: Enable the Salesforce Agent

1. Log in to the Kore.ai XO Platform.
2. Select the AI Agent to configure.
3. Navigate to App Settings > Integrations > Agent Transfer > Chat and click Salesforce.
4. On the Configurations tab, enter:

   Field	Description
   Live Agent URL	Live agent API endpoint (from Step 2)
   Organization ID	Salesforce org ID (from Step 3)
   Deployment ID	Deployment ID (from Step 4)
   Button ID	Button ID (from Step 5)

   
5. To make Salesforce the default agent, enable Default Agent System for all bot channels.
   This option is only available when multiple agents are configured.
6. Click Manage to map channels. See Adding channels to your app.
7. Click Done, then Save.
8. Publish the app. See Publishing App.

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Verify Live Chat Integration

1. Open the Salesforce Chat Console and launch the Live Agent from Step 1.
   The Chat Console URL is unique to your region and company. Contact your Salesforce System Administrator for the URL.
2. In Salesforce Classic Chat view, click Apps and select App Launcher.
3. Click Live Agent to open the chat console.
4. Open the AI Agent with Salesforce enabled.
5. Create an Agent Transfer Node task (e.g., Talk to Live Agent with a LiveChats node configured to use Salesforce). See Agent Transfer Node.
6. Click Talk to Bot and enter Help.
7. When the transfer dialog is invoked, the Salesforce Chat Console receives a notification and the connection is established.

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Configure Messaging for In-App and Web (MIAW)

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Step 1: Publish a Deployment

1. Complete the Salesforce org preparation steps:
   • Configure Omni-Channel
   • Create an Omni-Channel flow to route messages
   • Create a Messaging for In-App and Web channel on the Messaging Settings page
   • Configure the Service Console for messaging
2. In Setup, search for Embedded Service Deployments and select it.
3. Click New Deployment > Messaging for In-App and Web > Next.
4. Click Custom Client > Next.
5. Name the deployment and customize the API name if needed.
6. Select the Messaging channel you created earlier.
7. Click Save and wait for the deployment to publish. Do not navigate away.

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Step 2: Retrieve Organization ID, Base URL, and Developer Name

1. Log in to your Salesforce account.
2. Click your profile icon and select Setup.
3. Search for Embedded Service Deployments and select the Messaging Channel. Then select Code Snippet.
4. Copy the Organization ID, Organization Base URL, and Developer Name from the Code Snippet.

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Step 3: Enable the Salesforce Agent (MIAW)

1. Log in to the Kore.ai XO Platform.
2. Select the AI Agent to configure.
3. Navigate to App Settings > Integrations > Agent Transfer > Chat and click Salesforce.
4. On the Configurations tab, select Messaging for In-App and Web (MIAW) and enter:

   Field	Description
   Organization ID	Salesforce org ID (from Step 2)
   Organization Base URL	Base URL (from Step 2)
   Developer Name	Developer name (from Step 2)

   
5. To make Salesforce the default agent, enable Default Agent System for all bot channels.
   This option is only available when multiple agents are configured.
6. Click Manage to map channels. See Adding channels to your bot.
7. Click Done, then Save.
8. Publish the app. See Publishing App.

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Additional Capabilities (MIAW)

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Internal Agent Transfer and Conference Handling

• Session Continuity: Chat sessions remain active as long as at least one agent or the customer is engaged, decoupled from individual agent disconnections.
• Seamless Transitions: Uses Salesforce Server-Sent Events (SSE) to handle agent transfers, joins, and exits.
• Transparent Communication: Users receive real-time system messages during transfers and conferences.

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Agent Name Display

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Read Receipts

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Inactivity Session Closure

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Configurable Standard Responses

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Conversation Stop Word Configuration

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Salesforce MIAW Conversation ID

context.session.BotUserSession.agentHandoffMeta.conversationId

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Pass Metadata to the Salesforce Agent

let miawMetaInfo = {};
miawMetaInfo.preChatInfo = {
  "Pincode": "50xxxx",
  "City": "Hyderabad",
  "Country": "India"
};
context.session.BotUserSession.miawMetaInfo = miawMetaInfo;

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Step 1: Configure Salesforce Agent in AI for Service

1. Navigate to App Settings > Integrations > Agent Transfer > Chat > Salesforce.
2. Select Messaging for In-App and Web (MIAW) and enter:
   • Organization ID
   • Organization Base URL
     If your base URL is example.my.salesforce.com, enter it as https://example.my.salesforce-srct.com.
   • Developer Name
   
3. Click Save.
4. In Dialogflow, insert a Script Node before the Agent Transfer Node.
5. Use the sample script above to configure metadata as key-value pairs.

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Step 2: Update Messaging Session Object in Salesforce

1. Log in to your Salesforce account.
2. Navigate to Object Manager > Messaging Session > Fields & Relationships.
3. Click New to create a custom field.
4. Select the data type and click Next.
5. Enter Field Label, Length, and Field Name. Click Next.
6. Set visibility and read-only options as needed. Click Next.
7. Click Save. Repeat for each metadata field.

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Step 3: Map Custom Parameter in Salesforce

1. Navigate to Feature Settings > Service > Messaging > Messaging Settings.
2. Select the Messaging Channel to configure (e.g., CustomClientTest).
3. Under Custom Parameter, click New map parameter.
4. Enter Parameter Name, Parameter API Name, Channel Variable Name, Data Type, and Maximum Length. Click Save.
5. Under Parameter Mappings, click New to add the parameter to a flow or agent task.
6. Enter the Parameter and Flow Variable Name. Click Save.
7. Scroll to the top and click Active.

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Step 4: Add Pre-Chat Field in Embedded Service Deployment

1. Navigate to Feature Settings > Service > Embedded Service > Embedded Service Deployments.
2. Click the Messaging Channel and then Edit Pre-Chat.
3. In the Visible Pre-Chat Fields section, click Add. Select the field type to add the custom field from the Hidden Pre-Chat Fields section.
4. Select the Field Type and Channel Variable Name. Click Save.
5. Optionally mark the field as required. Click Save.
6. Click Publish in the top-right corner.

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Step 5: Create a Flow to Update Messaging Session

1. Navigate to Process Automation > Flows.
2. Select the configured flow for the Messaging Channel or create a new one.
3. In the Toolbox, click New Resource. Select Resource Type, API Name, Data Type, and Availability Flow. Click Done.
   Ensure the flow variable matches the API name of your custom Messaging Session field. This enables seamless metadata transfer from the platform to Salesforce.
4. Click Update Records and set the field values for the messaging session records.
5. Save as a New version and click Activate.