This document explains the configuration process of OmniChannel Chat with Agent AI.

Prerequisites

• Enabled OmniChannel Chat
• Ability to complete chat conversations in Salesforce

Steps to Configure OmniChannel Chat

1. Install the Kore Agent AI package in the org.
2. Configure the Agent AI package and features:
   1. Click the app launcher.
      
      
   2. Type kore in the search bar, and select Kore Agent AI Feature Configuration from the displayed list.
      
   3. Click New from the right top corner of the page.
   4. Enter Omnichannel Configuration in the Configuration Name field. (You can enter any relevant name.)
      
   5. Keep the CTI Provider field as is. For an Omnichannel solution, selecting a CTI Provider is not required.
   6. Select Chat or Chat and Voice from the Salesforce OmniChannel Solution list.
      
      
   7. Select Active.
   8. Click Save.
3. Configuring Salesforce with Kore Agent AI credentials:

1. 1. Click the app launcher.
   2. Type config in the search bar and select Kore Agent AI Configuration from the displayed list.
   3. Click New from the right top corner of the page.
   4. Enter the required values in the Agent AI URL, Bot ID, Client ID, and Client Secret fields. To get these values:
      1. Sign in to Agent AI.
      2. Go to Configuration > Channels > Chat.
      3. Click the copy buttons against the required fields.
         
   5. Select Active.
   6. Click Save.
      
      

Add Component to the page

1. Go to App Launcher and select Chat Transcripts. (This is required for old, legacy chat.)
   
   
2. Open any record of chat transcripts.
   Note: For new Salesforce chat (Salesforce in-app and web messaging), conversations are stored inside the Messaging Sessions page. Open Messaging Sessions records.
   
   
3. Edit the page by clicking the gear icon on the top-right corner.
   
   Note: For new chat, open any Messaging Session Record Page, and then click Edit Page.
   
   
4. Under Custom – Managed components, find the OmniChannel_AgentAssistChat component.
   
   Note: For new chat (web messaging), the Edit Page appears like the following screenshot:
   
   
5. Drag and drop the component to the Record Page.
   
   
6. Click Save.
7. Click Activation and activate the page as per your requirement.
8. Go back to the Service Console and initiate another chat from the customer-facing or the demo web page.

Test your Chat with Agent AI

1. Go to Service Console.
2. Click OmniChannel from the utility bar, and change the status to Available – Chat.
3. Click the tick mark to accept the incoming chat.
   
4. Agent AI widget loads up on the right side, and keeps a track on all the user and agent messages.
   
5. At the end of the conversation (once you click End Chat), summary gets generated.
   
6. On clicking the submit button, the summary gets saved into a Salesforce object.
   You can search in the app launcher with Kore NonCTI_Kore AgentAI Conversation Summary, and click the option shown on the screenshot.