Amazon GREF -2 with existing Salesforce forms¶

Status: Current | Last reviewed: 2026-10-14

Agent 4933 and catalog amazon-gref-assist-2 now target the existing Salesforce GREF setup. Continue using the existing Case, forms, backend actions, data and access. The previously prepared separate Salesforce app/object/controller package is superseded.

Activate the new guidance¶

The existing right-panel wrapper fixes its Assist profile to amazon-gref. Selecting agent 4933 alone does not change that profile.

The shared amazon-gref profile now uses gref-new-catalogue, published as profile revision 10. This updates guidance for all pages using that profile, including the original page, without deploying Salesforce components. Reload the Salesforce page to load the updated profile.

Next, configure agent 4933 in the existing Salesforce page and Amazon Connect flow. Those settings have not been changed by this release. Start a fresh test call and ensure its conversation is bound to the existing Case field GREF_Copilot_Conversation_Id__c. An already running agent 4928 call keeps its original agent. The separate amazon-gref-2 profile remains available but is not required for the existing wrapper.

Use the existing workflow¶

1. Review AI Transfer Summary, then select Start follow-up.
2. Speak naturally. The worker fills the existing onset, symptoms, affected area, attendance, workshop start and alternative-space-assistance fields.
3. Read back the details. The right panel separates caller recurrence for readability; Salesforce keeps that text in Symptoms. Statements about unchecked meeting rooms stay in Affected area and uncertainty.
4. Confirm review and submit using the existing center form. The panel shows the saved facilities reference after Salesforce confirms it.
5. If alternative space was requested, select Request alternative space. Confirm the workshop end and any preferences, then review/send through the existing form.
6. Review the employee update in Salesforce and approve the demo message. Use Wrap up after the saved delivery status appears.

This is the current Salesforce order: facilities follow-up, then room request. It does not implement room-first booking, room comparison or a reservation. The room request remains awaiting availability. Actual routing, priority and update commitments come from the existing Salesforce behavior; the new catalog does not create a facilities queue or impose a 24-hour promise.

Transcript adjustments¶

• Ask “What time does the workshop finish?” before sending the room request. An availability window does not establish booking duration.
• Preserve “other meeting rooms not checked” and “three times this week.”
• Use “Your room request is recorded; availability is pending” until a real booking system confirms a reservation. The current demo does not make one.
• Use the saved facilities reference and the agreed next-update time from Salesforce.
• Human review, submission and message approval remain in the Salesforce forms. Spoken agreement does not perform these actions automatically.

Where to edit¶

Studio checks do not replace a Salesforce live-call test. That test remains pending your Salesforce/Connect agent ID configuration and Case conversation binding.

Finding live guidance in Salesforce¶

Profile revision 10 removes the older FacilitiesGuide transfer summary from amazon-gref. The Figma journey remains visible; transcript intake runs in the background without its generic card in v10. Reload an already open Agent Assist panel to load the updated profile. No Salesforce component deployment is required.

Guidance persistence update — version 8¶

Agent 4933 version 8 keeps the current demo stage visible during greetings and unrelated speech, including discussion of missing Case context. Explicit navigation commands can occur inside a longer representative utterance, for example “It’s open. Show demo rooms.” Negated commands and similar-sounding transcription errors do not advance the demo. Eight actual-runtime prompt checks passed; the transcript-only intake worker is unchanged. Start a fresh call to use version 8. Existing calls retain their original agent version.

Figma-only guidance — version 9¶

Agent 4933 v9 disables only gref-demo-notice, removing the extra Coaching card headed “Static demo — simulated outcomes.” gref-demo-journey and gref-demo-intake remain enabled and unchanged. Published preflight passed with no errors or warnings. Profile amazon-gref and catalog gref-new-catalogue 1.1.1 are unchanged. Existing calls retain their earlier version and already emitted cards; start a new call to use v9. The change removes the notice, not the demo’s simulated behavior or transcript intake.

Background intake — version 10¶

Agent 4933 v10 moves gref-demo-intake from the visible rail to context. The worker remains enabled; its prompt, six fields, extraction rules, form ID and events are unchanged. The generic “Transcript intake — not saved to Salesforce” card is hidden. gref-demo-notice remains disabled and the Figma journey remains visible. This placement change does not bind extracted values to the fixed Figma checklist or Salesforce’s native form, and does not repair the journey’s premature readback transition. Existing calls retain their prior version and cards; use a new call for v10. Published preflight passed.

Native recurrence and business impact — version 11¶

Agent 4933 v11 tightens transcript-only extraction: UI/navigation chatter is not recurrence; unintelligible onset text is omitted; unconfirmed representative statements do not supply room, attendance or time; caller corrections and the difference between “this week” and “7 days” are retained. The intake worker stays enabled in context, and the extra generic card and demo notice remain hidden.

The deployed Salesforce host was re-inspected and already maps the six gref-demo-intake fields into its existing form. This supersedes earlier notes that the native mapping was absent. Four existing Lightning bundles were updated: grefWorkspaceModel, grefCopilotBridge, grefNativeView, and grefCallWorkspace. No new objects, Apex resources, fields or Case/Task records were created.

Verified Case history now suggests recurrence (for example “After WO-10492 · 3 reports in 7 days”) and attendance/start time from an explicit caller-attributed handoff statement (for example “12-person workshop · 10 a.m.”). Missing history stays missing; screenshot defaults are not evidence. Suggested values are labelled “Suggested · from case history”; call, combined, manually edited and saved values have distinct source labels. History suggestions use yellow input styling. Vague alternative-room requests do not overwrite known attendance/time. Later extraction can correct earlier automatic values, but manual edits and saved answers remain protected. A caller retraction clears the old answer and prevents history from silently restoring it. Any accepted update clears readback review; submission still requires all six fields and explicit review.

This release fixes the native form fields. It does not replace the fixed GrefDesignStage screenshot values with live fields or repair its independent stage progression. Refresh Salesforce to load the updated components and start a new call to use agent v11. Existing calls keep their original agent version.

Validation: 16 model/projection regression groups, five real-runtime extraction checks, Salesforce Metadata API validation and deployment of four existing bundles, and deployed source readback. No live caller data was submitted by tests. Source: sfdc/amazon-gref/; checks: verify-recurring-history.mjs and evaluate-recurring-fields.py in apps/ai-manager/scripts/amazon-gref-2/.