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Context Variables in Salesforce Agentforce
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Dec 3, 2024
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hello everyone in this video we are
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going to see context variables in
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Salesforce agent
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force once you are in the agent force
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agent
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Builder we have to go to
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context we have to select the record
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variable on the messaging session
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object we have to click update included
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fields and then then we will be able to
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select additional
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fields in the context variable once the
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selection is made you have to click save
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included
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Fields here messaging session ID
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messaging user ID and messaging user
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language were pre-selected I selected
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contact
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ID in order to make use of this context
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variable I have created a simple flow it
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is an autol launched flow
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I'm making use of get records flow
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element and then I'm getting the
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opportunity record using booking number
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equal to input variable booking number
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contact ID equal to input variable
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contact record do the ID of the
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contact here contact record is an input
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variable data type is record object is
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contact booking number is another input
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variable data type is text
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and available for
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input once this uh get records is
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executed successfully it will assign the
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values to the opportunity record
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variable this is an output variable data
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type is record and object is
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opportunity here for this contact record
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I'm going to
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pass this end user contact typ
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in order to do
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that I'm making use of this
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topic in the action I'm invoking the
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flow in the agent
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action for the agent instruction I
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saying get the opportunity stage
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value booking number is the booking
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number of the opportunity to check the
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stage value contact record here I have
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clearly mentioned that always use
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messaging session. enduser contact ID
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found in the context
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variables never use user provided
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information for this input since I have
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instructed uh the agent action like this
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it will go and get the context variable
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value messaging session. end user
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contact ID and then it will pass it to
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the flow
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here it won't send any other uh detail
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that was sent by the uh users in the
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chat it always makes use of messaging
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session. end user contact ID which is
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found in the context
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variable so this is the context variable
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value that will be
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passed here I have a test contact record
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I have an opportunity related to that
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amount is 583 stage is
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prospecting Let's uh test
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our agent force
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agent so I'm going to give the name as
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test
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contact and then uh test contact at
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test.com is the
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email
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here it will invoke the this Omni
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Channel
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flow it will check whether the
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email is entered or not if it is entered
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it will try to find the matching uh
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contact if the contact is found it will
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assign that value to this contact ID
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variable if the contact is not found it
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will try to create a contact record it
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will fetch the messaging session record
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and then it will update the messaging
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user of the the messaging session with
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the contact
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ID so here I'm assigning the contact ID
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as uh the existing contact ID here I'm
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assigning the newly created contact ID
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I'm getting the messaging session record
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and then here I'm updating the messaging
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session user
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record from the messaging session I'm
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getting the messaging user ID and then
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I'm updating the contact ID field
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so whenever I invoke uh um my uh
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messaging for inapp and web it will call
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this uh Omni Channel flow it will try to
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find the matching contact if the
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matching contact is not found it will
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create it and then finally it will route
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the messaging
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session to
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the agent for service
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agent I am doing all this checks and
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populating the contact ID since my uh
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agent force agent is dependent on this
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end user contact
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ID okay so now once I click Start
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conversation already there is an
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existing uh contact record with this
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email so it won't create a new contact
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record
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it invoked the flow it found the
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matching contact it would have updated
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the messaging session with the
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flow oh I didn't activate it so let me
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activate it
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again let's look at the messaging
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session
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so that we will have an
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idea so this is the active messaging
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session
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record it already updated the
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contact so I'm going to
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say booking status
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check it will ask
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the booking number
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let's take this particular booking
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number let's set up a debug log so that
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we will have a better understanding of
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it
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so now if I send it it will invoke the
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flow where it checks the opportunity
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uh uh State stage by passing the contact
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record and as well as the booking
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number if we check
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the debug log we will have a better
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understanding so here the contract
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record
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is the context variable and the booking
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number is 1 2 3 4 5 whatever the
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whatever we typed it on the
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chat so we can make use of context
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variables we can invoke agent action by
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passing the context variables by by
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clearly mentioning it on the
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instruction so that uh uh the action
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whatever we have set it up we'll fire
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accordingly with the context variable
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and then it will
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process I hope it was
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helpful thank you for watching
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