Salesforce and Headless Scene stages¶

Status: Current | Last reviewed: 2026-10-12

Use Agent Assist stages to direct a human representative’s desktop and call. First create or open a Scene in Director.

Choose a chapter stage¶

Open Stage, or select the stage summary above the chapter’s script.

Use the chapter selector in Stage to configure each chapter independently. A Voice Agent Call chapter can choose AI Activity in this chapter → Phone only. A recording can move from a Voice Agent Call into human assistance. Carry record updates from earlier chapters retains updates for records with matching identities. Changing the application resets its layout while preserving records, branding, incoming context, call state and Assist setup. Undo restores the layout. Existing screen-action targets may need updating after switching applications. Choosing a different Workspace preset replaces the layout and sample records; Undo restores the previous configuration.

Salesforce offers Clear Connect, Business Plus and Allianz · producer services presets. Headless has a TrueServe Headless preset. Custom App and Amazon Connect Workspace are not available in this release.

The Allianz preset matches the Support Services app's component fonts and heading sizes. Its Case and Agent Assist headings use Arial, its illustration form uses Inter, and navigation and producer details retain their native system font. Preview and export wait for the required font to load.

Configure the workspace while watching the preview:

• Branding: Set the app label, logo, brand color and header color. Upload a PNG, JPEG, GIF, WebP or SVG image up to 5 MB, or enter an image URL. To reuse a template, select it in Details and choose Apply [template] branding here.
• Records & shared context: Edit Account, Contact/person, Case and optional Voice Call fields. Add related records and custom fields. A displayed value such as {{case.number}} follows the shared Case record; reusable Scene details such as {{customer}} also work.
• Console tabs: Set the primary tab name, subtab labels, their order, the linked record, and the initially active tab. Add a Voice Call subtab when needed. This and the record header/left sidebar settings apply to Salesforce.
• Record header: Set the record type label and title, choose and reorder highlight fields, and choose the visible actions in their displayed order.
• Left sidebar: Choose B2B or B2C, a business, consumer or multi-person profile, an image, and ordered groups of labelled details. Detail layout selects fields, a numbered summary, or a bulleted summary. Consumer and multi-person profiles can show Profile verification below the subtitle; leave it empty to show the account or customer number.
• Console components: Add labelled details, summaries, timelines, related records, forms, status paths, published catalogue components, or static HTML/CSS. Choose a region and an optional subtab for each component. A component can start hidden and be shown by a later workspace action.

Use Tab group to place related components under one tab bar. Set their Component tab label and choose the initial tab. The Business Plus preset includes Account/Other Locations, record-related tabs and Current Case/All Cases. Group selections can be recorded and replayed like the main console tabs.

A Status path has ordered steps and a bound Current status, such as {{case.status}}. Timeline activities can specify channel, title, actor, recipient, displayed date/time, status, priority and expandable detail rows. The date/time is authored so recordings retain the chosen display.

Form field identities such as case.status bind submitted values back to the shared record. Static HTML/CSS renders in an isolated document; use a published catalogue component when the content needs programmed behaviour. In the Allianz preset, an HTML component's Header status displays a status pill beside its title. Bind it to a record field to show capture progress.

For Headless, open Canvas & composer to edit the greeting, introduction, rail title, prompt placeholder and suggested prompts. Choose the initial Home or Work view and whether navigation starts expanded. Canvas components places cards in the hero, main canvas, right rail or full canvas width, with one- or two-column cards. Details, forms, catalogue components and static HTML use the same record bindings. The conversation composer stays at the bottom and expands the conversation upward. Leave Canvas headline empty to let a hero component replace the default greeting. Captured Headless Assist outputs retain their canvas placement, width, order and section titles.

Switching an Agent Assist chapter to Voice Agent Call removes its workspace actions and captured Assist outputs. Undo restores them. Spoken lines and visual cues remain editable.

Direct incoming and outbound human calls¶

In Salesforce, open Stage → Incoming work & Omni-Channel. The utility bar contains Omni-Channel with Phone and Inbox; the simulation starts ready to use. Choose the initial call state, presence, open/minimized state and utility tab. Headless provides these call settings under Incoming work & voice tray and uses its own call tray and incoming-work presentation.

Each incoming item has an editable title, subtitle, displayed number, multiline summary, queue, priority, image and ordered context fields. Enable expanded context when the incoming card should show all details. Accept opens chooses the Account, Case or Voice Call subtab activated on acceptance.

To direct an incoming call:

1. Configure the incoming item and its context.
2. Insert Workspace action → Offer incoming work, then choose the item.
3. Insert Accept work after the desired ringing interval.
4. Add customer and representative dialogue, Assist outputs and screen actions.
5. Finish with End call and Complete after-call work.

For an outbound call, choose Phone, enter a number or use the number pad, then dial. Use a Connect call workspace moment to direct when the call connects. Call controls support mute, hold/resume, keypad input, consultation, conference, ending and after-call work. These actions update the saved simulation; they do not place a provider call or change a live CRM record. During consultation, Swap alternates which participant is on hold. Merge joins the conference; each participant row can then be held or resumed independently. Leave Call ends the representative's participation.

To capture the controls directly, pause and choose Record workspace interactions beneath the preview. Operate the utility, record tabs or forms; each interaction becomes a moment at the displayed time. Choose Done recording interactions when finished. Use Edit moment or Timeline to adjust timing. Scrolling the main console or an expanded Omni-Channel context card is recorded too. Seeking restores those positions; Phone and Inbox retain separate positions.

Call participant audio follows the simulated call state. Start a chapter Connected when the conversation should begin immediately; accept incoming work or connect an outbound call before dialogue when directing the opening.

Present cards without an Assist agent¶

You can direct the entire Assist experience manually.

1. Open Stage → Agent Assist cards → Manual cards → Add Assist card.
2. Choose a published catalogue and component. Agent Assist and multimodal catalogues are both available.
3. Edit the component's fields. All component attributes · JSON exposes additional options. Record bindings such as {{contact.name}} work here.
4. Choose where the card appears. Use Keep earlier cards to add to the area, or Replace earlier cards to replace earlier timed cards in that area.
5. Set its start time in Script or Timeline.

To display a card from the beginning, add a published catalogue component under Console components or Canvas components instead.

Open a card's Interactions & responses to configure its behavior. Choose a declared component event, a button label, or a component request. Set the response to success or error, add an optional delay, and provide updated attributes, data or a return value. Add a toast with a title, message, style and duration. For example, confirming a review can change the card's status and show a success toast; an error response can leave the native form available for retry. The response is simulated and does not submit data to a live system.

Pause and choose Record workspace interactions, then edit fields and click buttons on the actual cards. Director saves their events and submitted context. Two cards with the same field labels remain independent. Choose Done recording interactions when finished. A response with a delay appears when the playhead reaches that time; advance the slider or play the recording to preview it.

You can also insert Card event / toast directly. Choose its target card and event, update attributes or data, set field values, reset the card, or show a standalone toast. A reset restores that card's initial state and clears its earlier feedback. Move these moments on the timeline just like other actions. Seeking backward, reloading and exporting reconstruct the saved results.

You can try a card without enabling interaction recording. Its temporary feedback does not save or advance later scripted events; seeking restores the saved state. Toasts appear inside the recorded application and use its visual styling. Manual cards and responses do not require an Assist agent or a generated take.

Generate or capture Agent Assist¶

Open Stage → Agent Assist cards → Generate or capture · optional and choose an Assist agent. Keep Include Transcript tab enabled when the recorded right rail should show the conversation alongside assistance.

Generate Assist take runs the selected published or draft agent against the chapter’s scripted customer and representative turns, shared records and mock host context. The header shows progress; Cancel Assist run stops the run. When complete, its outputs become saved moments in the chapter.

To reuse an existing result, expand Capture an existing conversation, choose its source and select Capture outputs. Recent Assist runs lets you follow an unfinished run or use a completed take. A newly imported take replaces the chapter’s previous captured Assist moments while retaining its dialogue and screen actions.

Manual cards can coexist with generated or captured output in the same chapter.

Preview and export replay the saved result. If the dialogue, records, agent or host context changes, Director marks the Assist take as needing refresh before export. Presentation timing can be edited separately from the saved output.

For participant voices and voice-over, see Choose voices and takes. Add visual cues to either application and export the recording from the same timeline.

Modal reviews¶

For a Salesforce workspace section, choose Presentation → Modal overlay. Use Show / hide a component moments to open and close it over the console. The Allianz preset includes Mark Complete in the Case header; it opens the section named wrapup. Its saved HTML or form supplies the review fields and completion controls. See the Allianz Scene walkthrough.