Service ManagementLive Agent Chat / HandoffLive Agent Message Brokering

Live Agent - Salesforce

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Overview

When an end user does not receive sufficient help from the Moveworks AI Assistant, they can request to speak with a live agent. This document outlines the experience for a user requesting a live agent through the Moveworks integration with Salesforce Enhanced Messaging (Salesforce’s Messaging for In-App and Web, also referred to as MIAW).

This is Salesforce’s modern messaging platform and is distinct from the legacy Live Agent / Chat product, which Salesforce has retired. The two have different API surfaces, so this integration is built specifically against the Enhanced Messaging APIs.

Unlike most of our live agent integrations, Salesforce Enhanced Messaging does not support webhooks. Real-time updates (agent replies, routing updates, conversation closure, etc.) are delivered to Moveworks over a long-lived Server-Sent Events (SSE) stream. Moveworks authenticates to Salesforce Messaging using a signed JWT-based access token.

Requirements

Ensure the required Salesforce built-in connector has been configured with the values needed for the Live Agent flow. Refer to the Salesforce Access Requirements for details.

Experience

  1. When an end user requests a live agent, Moveworks opens a prompt with two inputs:

    • A description field where the user can describe their issue.
    • A topic dropdown — the user selects the option that best matches their issue (for example: “Please select a topic from the dropdown below to initiate a chat with an agent”). The configured topics are defined with your Salesforce team.

  2. Moveworks initiates the Live Agent request to Salesforce. The user’s selected topic and their user identifier are sent to Salesforce as routing attributes, so Salesforce can route the chat to the correct queue based on your routing rules.

  3. Moveworks waits for an agent to accept the request. The wait time is configurable, and you can customize the message shown to the user if the configured timeout is reached before an agent joins the chat.

  4. Once a Salesforce agent accepts the request, Moveworks displays the configured greeting / welcome message (for example: “Welcome to HR Live Chat!”). The conversation then continues between the user and the agent directly within the Moveworks Assistant.

  5. During the conversation, messages, links, and attachments are brokered in both directions between the user and the agent. Attachments shared by the agent are downloaded by Moveworks and shown to the user.

  6. Either the user or the agent can close the Live Agent session from their side, ending the conversation.

Notes & Considerations

  • Routing depends on the routing attribute field names agreed with your Salesforce team (for example, a user identifier and an issue topic). These are always sent in the routing payload so Salesforce can direct the chat to the right queue.
  • The quality and speed of the experience depend on agent availability and Salesforce routing rules, which are owned and managed by you.
  • Any future changes to your Salesforce configuration (routing rules, keys, or deployment) may require coordination with your Moveworks Implementation / Customer Success team.