Universal Containers (UC) wants to deploy an Agentforce Service Agent to support customers via a web experience. UC uses a Digital Experience site and wants to enable messaging for logged- in users. T

Question

Options

• AConfigure a messaging Lightning web component using standard or custom Lightning Type for
• BCreate an Omni-Channel flow that routes messages to the agent.
• CConfigure MuleSoft to establish a secure API tunnel between the agent and the Digital

• A
  12% (3)
• B
  81% (21)
• C
  8% (2)

Explanation

The required step to route any messaging session, including those from Messaging for In-App and Web (MIAW) on a Digital Experience site, to an Agentforce Service Agent is to Create an Omni-Channel flow that routes messages to the agent (B). Messaging for In-App and Web utilizes Omni-Channel Routing to direct incoming work items (which are created as MessagingSession records) to the correct destination. When setting up the Messaging Channel for a Digital Experience site, the Routing Type must be configured to use a Flow. This Flow is an Omni-Channel Flow that explicitly contains a Route Work action element configured to route to the Agentforce Service Agent. Crucially, this Omni-Channel Flow also handles the passing of the pre-chat variables (like the membership number). The pre-chat variables are mapped in the Messaging Channel settings to input variables in the Omni-Channel Flow. The Flow can then use this membership number to perform a record lookup, enrich the context of the conversation (e.g., by updating the related MessagingSession record), and then successfully route the session to the Agentforce Service Agent using the Route To: Bot action, which targets the specific Agentforce Agent.

No community discussion yet for this question.