Description
Currently, the Glean Agent Assist Lightning component in Salesforce is limited to running agents from the Case object. Customers are requesting the ability to launch and use Glean agents from additional Salesforce objects, such as Voice Call, Messaging Session, or any custom or standard object. The enhancement should also support adding the agent as a utility bar item, allowing users to access agents from anywhere in Salesforce.
Key requirements:
- Allow Glean agents to be launched from any Salesforce object, not just Cases.
- When users switch between related records (e.g., from a messaging session to a related case), the agent should maintain the same conversation context. Starting a new case should start a new agent conversation.
- Automatically pass the current object’s ID (e.g., case ID, messaging session ID, etc.) to the agent when it is launched, so users do not need to specify which record they are referring to. This enables more natural interactions, such as “summarize this case,” without manual input of record identifiers.
- The solution should be generalizable to all Salesforce customers using the Glean Agent Assist Lightning component.
Customer Use Case(s)
Support, sales, and other teams want to interact with Glean agents in the context of any Salesforce object (not just Cases), maintain conversation continuity across related records, and avoid manual entry of record IDs. This streamlines workflows and enables more natural, efficient agent interactions.
