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Understanding the Issue

When using Agentforce on multiple subdomains, conversation continuity can be broken due to browser restrictions on third-party cookies and cross-site tracking. This can cause a new conversation to start on each subdomain, rather than continuing the existing one.

The root cause of this issue is the browser’s security features, such as blocking third-party cookies and preventing cross-site tracking, which can prevent Agentforce from maintaining session continuity across subdomains.

Verifying Enhanced Web Messaging Support

Enhanced Web Messaging, also known as Messaging for Web, supports subdomain session continuity. This means that end users can continue a messaging conversation while navigating from one subdomain to another, as long as the subdomains are trusted by the Salesforce org.

To confirm which domains and subdomains work with your deployment, go to Setup | User Interface | Sites and Domains | Sites, then select the unique site associated with your deployment from the Site Label column. Locate the domain and subdomain under Trusted Domains for Inline Frames.

Configuring Trusted Domains

To ensure conversation continuity, verify that the subdomains are configured as trusted domains in Salesforce Setup. This will allow Agentforce to maintain session continuity across the subdomains.

Salesforce Setup – Sites and Domains

Setup | User Interface | Sites and Domains | Sites

Best Practices

Heads up: Make sure to test conversation continuity across subdomains after configuring trusted domains.

Checklist for Ensuring Conversation Continuity

• Verify that Enhanced Web Messaging supports subdomain session continuity
• Check the trusted domains configuration in Salesforce Setup
• Test conversation continuity across subdomains
• Ensure that third-party cookies are not blocked in the browser
• Prevent cross-site tracking in Safari desktop and iOS experiences

Frequently Asked Questions

What is the difference between Enhanced Web Chat and Enhanced Web Messaging?

Enhanced Web Chat and Enhanced Web Messaging are both used for messaging, but Enhanced Web Messaging is the newer version, also known as Messaging for Web.

How do I configure trusted domains in Salesforce Setup?

Go to Setup | User Interface | Sites and Domains | Sites, then select the unique site associated with your deployment from the Site Label column. Locate the domain and subdomain under Trusted Domains for Inline Frames.

What are the browser restrictions that can affect conversation continuity?

Browser restrictions, such as blocking third-party cookies and preventing cross-site tracking, can affect conversation continuity.

How do I test conversation continuity across subdomains?

Test conversation continuity by navigating between subdomains and verifying that the conversation continues without starting a new one.