Case Deflector on Salesforce Case Submission Page

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A Lightning Web Component that adds AI-powered case deflection to your Salesforce Experience Cloud Help Center. It listens to user input on the Contact Support page, calls IrisGPT and your knowledge base in parallel through a secure Apex proxy, and suggests relevant answers before a case is created.

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Prerequisites

1. Admin access to a Salesforce org with an Experience Cloud Help Center site
2. The IrisAgent Salesforce package installed (see the Salesforce data source guide for the initial install)
3. Access to IrisAgent dashboard

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Install or upgrade the IrisAgent Salesforce package

The Case Deflector ships in IrisAgent Sidebar v1.3.0+. If you already have an older version installed, upgrade to the latest package version. If this is a fresh install, follow the Salesforce data source guide first, then upgrade. Please email us to receive the latest installation URL for your org.

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Grant Guest User permissions

Anonymous Help Center visitors run as the site’s Guest User, so that profile needs access to the Apex proxy used by the deflector:

1. In Salesforce Setup, go to Digital Experiences → All Sites
2. Click Workspaces next to your Help Center site, then open Administration → Pages → Go to Force.com
3. Click Public Access Settings to open the Guest User profile
4. Scroll to Enabled Apex Class Access, click Edit, and add IrisAgentAPIClient (or irisagentsf.IrisAgentAPIClient if your org uses the namespaced package)
5. Click Save

Also confirm the Remote Site Setting for https://frontend-api-server-v2.api.irisagent.com is active under Setup → Remote Site Settings.

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Add the Case Deflector to the Contact Support page

1. In Salesforce Setup, go to Digital Experiences → All Sites
2. Find your Help Center site (for example, Default Help Center) and click Builder
3. In Experience Builder, navigate to the Contact Support page
4. Remove the existing Contact Support Form component — the IrisAgent Case Deflector replaces it
5. From the Components panel, drag IrisAgent Case Deflector onto the page where the form used to be
6. (Optional) Tune the component properties in the right-hand panel:

   Property	Default	Description
   minCharCount	15	Minimum combined Subject + Description characters before searching
   debounceMs	800	Delay (ms) after the user stops typing before the API call fires
   maxArticles	5	Maximum number of related articles shown
   showPoweredBy	true	Show the “Powered by IrisGPT” badge
   contactPageName	Contact_Support	Experience Cloud page API name to navigate to on “No, I still need help”

7. Click Publish to deploy the change to your live Help Center

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How it works

1. The visitor starts typing in the Subject and Description fields on the deflector
2. Once the combined text exceeds minCharCount, the deflector waits debounceMs after the last keystroke before calling the API
3. Two parallel requests fire through the Apex proxy — one for an AI-generated answer with source citations, one for related knowledge articles
4. Results appear inline:
   • AI Guidance — a rich-text answer
   • Source links — clickable citation chips
   • Related Articles — up to maxArticles entries with title, link, and snippet
5. The visitor chooses:
   • Yes, this helped — the deflector disappears and no case is created
   • No, I still need help — the user is navigated to contactPageName, which loads the standard Contact Support Form

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Verify the deployment

1. Open the published Help Center URL in an incognito or private window so you load it as an anonymous Guest User
2. Navigate to Contact Support
3. Type at least 15 combined characters across Subject and Description
4. Confirm the deflector renders AI guidance and related articles
5. In browser DevTools → Network, confirm there are no direct calls to frontend-api-server-v2.api.irisagent.com from the browser — all traffic should go through /services/data/... (the Apex proxy)

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Troubleshooting

Deflector doesn’t appear on the Contact Support page

• Verify the component was published in Experience Builder, not just saved as a draft
• Confirm the IrisAgent Sidebar package version is 1.3.0 or higher

API calls fail or no results show up

• Confirm the Remote Site Setting for https://frontend-api-server-v2.api.irisagent.com is active
• Confirm the Guest User profile has Apex Class Access to IrisAgentAPIClient

For any other issues, email us and our team will help you get the deflector live.