How to use Custom Lightning Types in Agentforce Service Agents? – 2
Summary
This guide walks through configuring Custom Lightning Types in Agentforce Service Agents, focusing on routing configurations, creating new Agentforce Service Agents, and integrating custom actions inside topics. It helps Salesforce teams build advanced chat and messaging setups by linking Messaging Settings, Embedded Deployment Settings v2, and Omni Channel routing effectively. The steps include setting up queues, managing service agent templates, and testing enhanced web chat functionality with custom Lightning components. After implementing this, teams can elevate service agent UI experiences using tailored Lightning Web Components.
Takeaways
- Create and configure routing configurations with proper queue assignments.
- Set up Agentforce Service Agents using the provided templates and customize topics.
- Incorporate custom Lightning actions by referencing Salesforce Einstein GenAI documentation.
- Configure Omni Channel routing within Messaging Settings for seamless agent assignment.
- Test the setup through Embedded Deployment Setting v2’s Enhanced Web Chat interface.
We have setup Messaging Setting and Embedded Deployment Setting v2 in part 1 of this blog . Let us setup the remaining steps: Create a routing configuration In the Setup Quick Find, search for and select Routing Configurations . Click on New . Set field values as follows: Make sure you have a queue Click on Save . Create a new Agentforce Service Agent In the Setup Quick Find, search for and select Agentforce Agents . Click +New Agent . Select the Agentforce Service Agent template and click Next . Deselect all of the pre-configured Topics Set field values as follows: Click Save Now, Add a topic with these detail Now add the action inside Topic by following steps here: https://developer.salesforce.com/docs/einstein/genai/guide/lightning-types-example-full-editor-renderer.