Integrating Agentforce using Connections and Enabling Multilingual Support Salesforce.

To make it work in real-world scenarios, Omni-Channel Flows act as the foundation for routing incoming conversations and handing them off to Agentforce or human agents.

Setting Up Omni Flows for Agentforce

1. Set Up the ASA Agent

Before wiring flows:

• Create the ASA agent in Agentforce

• Add topics, instructions to escalate the chat when human intervention is needed.

2. Create the Inbound Flow

This flow acts as the entry point to your ASA agent.

Steps:

1. Go to Omni-Channel Flows in Setup

2. Create a new Inbound Omni Channel Flow

3. Integrate the flow with the channel from where you want the chat to be initiated

4. Use the RouteToWork Action within flow to call the Agentforce Agent.

3. Outbound Flow for Escalation

If ASA needs to transfer the conversation to a live agent:

1. Add instructions when to call the Escalation topic.

2. Create an Outbound Flow

3. Add a Route to Queue action

Use this when:

• User types “talk to human”

• ASA hits fallback scenarios

• Business rules escalate the issue

Powering Multilingual Conversations with Agentforce in Salesforce

Agentforce agents can detect and respond in multiple languages based on how you configure them.

Supported Language Types:

• Input detection: Based on user response or Messaging End User record the agent can revert back to the end user

• Dynamic Replies: Responses adjust automatically based on the user’s preferred language

Example:

A user sends the below message:
"¿Dónde está mi pedido?"
If the topic “Track Order” exists, the ASA agent will respond in Spanish, e.g.
"Tu pedido está en camino y llegará mañana."
Also if you configure and ask agent to revert back in EndUserLanguage it can used to revert back.

How to Enable Language Support in Agentforce

1. Go to Translation Workbench and activate the needed languages.
2. Go to your Agentforce Agent.
3. Navigate to Language Settings.
4. Enable the language that you want to support the agent.
5. Select the supported languages (e.g., English, Spanish, French, German), you can opt for default language as per your use case as well.

If you want your agent to revert back as per the user language, you can use  the Context variable named as EndUserLanguage

1. You can pass context variables to the agent:
2. EndUserLanguage from the MessagingUser Record

As of today, Agentforce Service Agent offers full support for English. Additionally, it is currently in Beta for the following languages: French, Canadian French, Italian, German, Spanish, Mexican Spanish, Portuguese, and Brazilian Portuguese.

Conclusion

Integrating Agentforce is made easier by using Omni Flows because you can customise the flow as per your use case and enable scalable support. With smart routing, multilingual capabilities, and seamless handoff to human agents.