Salesforce Voice LWC Toolkit Next Best Action

Give your reps recommendations in real time with Next Best Action.

This feature isn’t supported in Salesforce Voice (Native Telephony).

Note

To incorporate Next Best Action into your Salesforce Voice solution, follow these instructions.

Build a recommendation strategy that uses the filter element and $Request variable. The $Request variable is a map containing key value pairs. For example, if the recommendation strategy receives the data {intent: “refund”} then $Request.intent evaluates to “refund”. To learn more, see Write an Expression.
Enable real time recommendations in your Actions & Recommendations deployment and select the strategy you just built.
Invoke Einstein Next Best Action with a record ID and key:value pairs in the updateNextBestActions() function parameters. Recommendations are displayed for record pages matching the provided ID. The value given to a particular key can be retrieved in the Recommendation Strategy using $Request.key in the filter element.

The following filter element expression shows recommendations that contain a particular keyword in the recommendation name. To learn more, see Write an Expression.

1const toolkitApi = this.template.querySelector('lightning-service-cloud-voice-toolkit-api');
2toolkitApi.updateNextBestActions(<recordId>, <payload>);

Next Best Action has usage-based entitlements. Invoking recommendations in Salesforce Voice counts towards that usage.

Note