Case Deflector on Salesforce Case Submission Page

Add the IrisAgent Case Deflector to your Salesforce Experience Cloud Help Center to suggest AI answers on the Contact Support page before a case is created

The IrisAgent Case Deflector replaces the form on your Experience Cloud Help Center’s Contact Support page. As visitors type, it shows an AI answer and related knowledge articles, so they can solve the issue before creating a case. Calls go through a secure Apex proxy.

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Prerequisites

• Admin access to a Salesforce org with an Experience Cloud Help Center site
• The IrisAgent Salesforce package (first install: see the Salesforce data source guide)
• Access to the IrisAgent dashboard

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1. Install or upgrade the package

The Case Deflector requires IrisAgent Sidebar v1.3.0 or later. Log in to the target org and install v1.5.0 over your current version:

• Production or Developer org: Production installation link
• Sandbox org: Sandbox installation link

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2. Grant Guest User access

Anonymous visitors run as the site’s Guest User, which needs access to the Apex proxy.

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

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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3. Add the deflector to the Contact Support page

1. In Setup, go to Digital Experiences → All Sites and click Builder for your Help Center site (for example, Default Help Center).

2. Open the Contact Support page.

3. Remove the Contact Support Form component.

4. Drag IrisAgent Case Deflector from the Components panel into its place.

5. Optionally adjust its properties:

   Property	Default	Description
   minCharCount	15	Minimum Subject plus Description characters before searching
   debounceMs	800	Milliseconds after typing stops before searching
   maxArticles	5	Maximum related articles shown
   showPoweredBy	true	Show the “Powered by IrisGPT” badge
   contactPageName	Contact_Support	Page API name to open on “No, I still need help”

6. Click Publish.

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How visitors use it

1. The visitor types in Subject and Description.
2. After minCharCount characters and a debounceMs pause, the deflector shows AI Guidance (an answer with source links) and Related Articles.
3. The visitor clicks:
   • Yes, this helped: the deflector closes and no case is created.
   • No, I still need help: they go to contactPageName, which shows the standard Contact Support Form.

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Verify

1. Open the published Help Center in a private window (as a Guest User) and go to Contact Support.
2. Type at least 15 characters across Subject and Description.
3. Confirm AI guidance and related articles appear.
4. In DevTools Network, confirm the browser makes no direct calls to frontend-api-server-v2.api.irisagent.com. Traffic should go through /services/data/....

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Troubleshooting

Deflector does not appear: make sure you published (not just saved) in Experience Builder and the package is version 1.3.0 or later.

No results or API errors: confirm the Remote Site Setting is active and the Guest User profile has Apex Class Access to IrisAgentAPIClient.

Need help? Email us.