Importing chat data from Salesforce into AI agents - Advanced

Follow the steps below to import chat data from Salesforce to the AI agents - Advanced Dashboard:

Decide if there's any personal identifiable information (PII) that needs to be sanitized.

In the AI agents - Advanced Dashboard, configure relevant entities to ensure the PII data will be sanitized. Learn more.

In Salesforce, complete steps 1 to 3 in Connecting your AI agent to Salesforce to create an AI agent user

Extend sharing rules for chat transcript on Salesforce to include the AI agent user in Setup > Security > Chat Transcript Sharing Rules in Salesforce

Obtain chat API endpoint in Salesforce

Go to Service setup > Channels > Chat > Chat Setting

Save this info for the next step

In the AI agents - Advanced Dashboard, go to Settings > CRM integration, and select Salesforce from the dropdown.

Follow steps 8 and 9 in Connecting your AI agent to Salesforce to proceed with user authentication and configure integration parameters

Start importing by clicking Import Conversations and select your preferred timeframe and benchmark model

Click Import

All conversations available in the defined time range will be imported and sanitized based on entities set.