> ## Documentation Index
> Fetch the complete documentation index at: https://docs.irisagent.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Case Deflector on Salesforce Case Submission Page

> Integrate the IrisAgent Case Deflector into your Salesforce Experience Cloud Help Center to automatically suggest AI answers on the Contact Support page and reduce case volume

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.

## 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](/data-sources/Salesforce) for the initial install)
3. Access to IrisAgent dashboard

## 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](/data-sources/Salesforce) first, then upgrade.

Please [email us](mailto:contact@irisagent.com) to receive the latest installation URL for your org.

## 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**.

## 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

## 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

## 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)

## 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](mailto:contact@irisagent.com) and our team will help you get the deflector live.