Set up Answers Agent

Setting up the Answers Agent integration connects a WordPress VIP application to a Salesforce org so an Agentforce agent can answer questions using synced WordPress content.

Add Answers Agent to an organization

Add Answers Agent to an organization and enable it before activating it for an application environment.

1. Follow the steps to Add an integration to an organization via the Integrations Center of the VIP Dashboard.
2. Navigate to the organization view.
3. Select Integrations from the left-hand navigation menu to open the Org Integrations panel.
4. Find Answers Agent in the list of integrations and select Manage.
5. From the Manage Integration panel, enable Answers Agent by toggling on Activate Integration.

The integration is now available to applications and environments in the organization.

Activate Answers Agent for an application

Activate the integration for the WordPress VIP environment where Answers Agent will run. For WordPress multisites, activate it for the specific network site.

1. Navigate to the application view of the VIP Dashboard.
2. Select Integrations from the left-hand navigation menu to open the App Integrations panel.
3. Find Answers Agent in the list of integrations and select Configure.
4. From the Configure Integration panel, activate Answers Agent for the application by toggling on Activate Application.

The Answers Agent setup wizard opens after the integration is activated. Before starting, confirm that all prerequisites have been met.

Enter the Salesforce org domain

The setup wizard requires the Salesforce org domain to connect the VIP environment to the correct Salesforce org.

1. In the Answers Agent setup wizard, enter the Salesforce org domain.
2. Use the full domain for the Salesforce org, such as yourcompany.my.salesforce.com.
3. Continue to the package installation step.

Install the Salesforce packages

The setup wizard provides links to the Salesforce packages required by the integration. Use the package links shown in the wizard for the Salesforce org that is being connected.

Install the packages in this order:

1. Core Package.
2. Data Cloud Package.
3. Agentforce Package.

These packages install Salesforce Data 360 (Data Cloud) metadata, platform metadata, and agent configuration required for WordPress content synchronization and Answers Agent setup.

Install each package for administrators only unless the Salesforce administrator confirms that a broader installation scope is required. Wait for the Salesforce confirmation email before installing the next package.

Connect to Salesforce

After the packages are installed, authorize the Salesforce connection from the VIP Dashboard.

1. Return to the Answers Agent setup wizard in the VIP Dashboard.
2. Select Connect to Salesforce.
3. Sign in to the Salesforce org (using Salesforce login credentials) that will connect to this VIP environment.
4. Authorize the WordPress VIP External Client App.
5. Select Continue after authorization is confirmed.

If the Salesforce org restricts external apps, a Salesforce administrator may need to preauthorize users for the WordPress VIP External Client App before the connection can be completed.

Configure the agent in Salesforce

Some setup steps happen inside Salesforce.

1. In the VIP Dashboard setup wizard, select the link to open the Answers Agent Setup Wizard in Salesforce.
2. Wait for the Data Cloud Infrastructure setup to be completed in Salesforce. This can take up to 30 minutes.
3. Complete the Answers Agent Setup Wizard steps in Salesforce.
4. Copy the embed snippet.
5. Return to the VIP Dashboard setup wizard.
6. Paste the embed snippet into the wizard.

The embed snippet includes Salesforce-specific values such as the org URL, deployment configuration ID, and Embedded Service Web script URL.

Configure consent management

The Answers Agent chat widget stores cookies and browser data. Configure consent before making the agent available to visitors.

1. In the VIP Dashboard setup wizard, open the Consent Management Platform (CMP) setup link.
2. In the WordPress Admin dashboard, select the CMP used by the site.
3. Select the consent category that must be granted before the agent loads. The agent is a support widget, and most sites classify it as functional. Each CMP uses a different name for its functional category:

CMP	Category
CookieYes	functional
Cookiebot	preferences
iubenda	Purpose 2
OneTrust	Usually C0003
Custom	–

OneTrust group IDs can be renamed, so confirm the ID in the site’s own OneTrust configuration rather than relying on the default.

4. Select Save to save the CMP configuration.

The integration loads the Answers Agent chat widget only after the visitor gives the required consent.

If the consent type is set to Custom, the integration does not load the agent on its own. The site is responsible for checking consent and calling window.AgentforceCMP.loadSDK(), and calling window.AgentforceCMP.unloadSDK() if consent is withdrawn.

The integration loads the Answers Agent chat widget only after the visitor gives the required consent. Confirm that the selected CMP configuration satisfies the site’s legal, privacy, and regulatory requirements.

Sync WordPress content to Salesforce

Answers Agent answers questions from WordPress content that has been synced to Data Cloud.

1. In the VIP Dashboard setup wizard, open the data sync step.
2. Choose the content to sync.
3. Sync all posts, or limit the sync to posts in selected categories.
4. Start the sync.

The sync evaluates eligible WordPress content and sends matching items to Data Cloud. Large sites can take longer to sync. The VIP Dashboard shows the current sync status, which can end in one of these states:

• Sync in progress.
• Sync completed successfully.
• Sync completed with some failed items.
• Sync failed and needs to be retried.

To view more detailed information about sync progress, run the VIP-CLI commands below.

// Overall sync progress/readiness

$ vip @example-app.develop -- wp vip-agentforce ingestion sync-status

// For multisites

$ vip @example-app.develop -- wp vip-agentforce ingestion sync-status --url=<site-url>

// Status of the cron processing queue

$ vip @example-app.develop -- wp vip-agentforce ingestion queue-status

Preview and test

A logged-in user with the Administrator or Super Admin role can test the integration before making Answers Agent available to visitors on the production site.

1. In the VIP Dashboard setup wizard, select the preview and test link.
2. Confirm that the agent chat widget appears. The default widget appears as a round black widget in the bottom-right corner of the site.
3. Ask questions that use content from the site.
4. Confirm that the answers use the expected WordPress content.

When testing is complete, select Make Agent Live to make the agent available to visitors on the production website. When the agent is not live, signed-in Administrators or Super Admins can still preview the agent.

Customizing the Agent

The Answers Agent is built to serve a variety of WordPress applications, including marketing, support, and news sites.

After testing, if the agent’s answers are not as expected, the agent can be adjusted directly in Salesforce. Sign in to the Salesforce organization connected during setup, open Setup, and search for Agentforce Agents. The agent’s instructions, topics, and actions can be edited there to adjust response length, tone, and focus, or to configure the agent to decline specific topics or direct visitors to a specific resource. Refer to Salesforce’s Agentforce documentation for what each setting controls.

Changes made in the Salesforce UI are outside the Answers Agent integration. VIP cannot troubleshoot or guarantee the behavior of an agent whose configuration has been modified.