Exercise 4: Verify Customers with Hybrid Reasoning - Part 2

In this exercise, you’ll implement verified-customer guardrails using variables, a dedicated Verify Customers topic, and conditional logic in Order Issues & Refunds.

Step 1: Create a new topic (Verify Customers)

First, create a dedicated topic that handles identity verification.

1. In Agentforce Builder, click the + sign besides Topics in the explorer.

2. Select Create new topic.

3. Set the following values:

   Field	Value
   Name	Verify Customers
   Describe the job you want the topic to do	This topic verifies a customer’s identity before allowing access to sensitive support actions.

4. Click on Create and Open.

5. Paste the following placeholder into the Instructions Section:

   Verify a customers identity

6. Click Save to save the changes.

Step 2: Add Verify Customers to Topic Selector (routing)

Next, make sure the agent can route into your new topic.

1. In the explorer, open Topic Selector.

2. Open the Authoring Agent (toggle the right panel).

3. Enter the following prompt:

   Add Verify Customers as a transition in the Topic Selector.

4. Review the suggested change and apply it.

5. Click Save.

Step 3: Create an action (Send Email with Verification Code)

Next, create the first Flow action used by the Verify Customers topic.

1. In the explorer, open Verify Customers.

2. Click on the + sign besides Actions, and select Create new action.

3. Enter Send Email with Verification Code as action name and click Create and Open.

4. Enter the following information:

   Field	Value
   Description	Sends a verification code to the customer’s email address.
   Reference Action Type	Flow
   Reference Action	Send Email with Verification Code
   Inputs - customerToVerify	Select checkbox Require Input to execute action
   Outputs - verificationMessage	Select checkbox Show in conversation

5. Click Save.

Step 4: Create an action (Verify Code)

Next, create the second Flow action used by the Verify Customers topic.

1. In the explorer, stay in Verify Customers.

2. Click on the + sign besides Actions, and select Create new action.

3. Enter Verify Code as action name and click Create and Open.

4. Enter the following information:

   Field	Value
   Description	Verifies a user-provided verification code.
   Reference Action Type	Flow
   Reference Action	Verify Code
   Inputs - customerCode	Select checkbox Require Input to execute action
   Inputs - customerId	Select checkbox Require Input to execute action
   Inputs - customerType	Select checkbox Require Input to execute action

5. Click Save.

Step 5: Add variables for verified-customer context

Next, create global variables that the agent can use across topics.

You’ll use these variables throughout the rest of the workshop:

• IsVerifiedCustomer: Track whether the customer has successfully completed verification.
• VerificationKey: Store the authentication key returned by Send Email with Verification Code so it can be passed into Verify Code.

Create the IsVerifiedCustomer Variable

1. Click on Variables in the explorer.

2. Click the New dropdown and select Create a Custom Variable.

   

3. Click Advanced Configuration and enter the following:

   Field	Value
   Name	IsVerifiedCustomer
   API Name	IsVerifiedCustomer
   Data Type	Boolean
   Description	Whether the user is a verified customer or not
   Default Value	False
   Enable API write access	Select checkbox

4. Click Save.

Create the VerificationKey Variable

1. Click the New dropdown and select Create a Custom Variable.

2. Click Advanced Configuration and enter the following:

   Field	Value
   Name	AuthenticationKey
   API Name	AuthenticationKey
   Data Type	Text
   Description	Authentication key used to link email-code issuance to code verification
   Default Value	Leave blank
   Enable API write access	Select checkbox

3. Click Save.

Step 6: Add actions to the Verify Customers topic

Next, add the actions to the topic and map inputs/outputs to your global variables. This work happens under Actions Available For Reasoning.

Update the Send Email with Verification Code Variable Mappings

1. Open the Verify Customers topic.

2. Expand the Send Email with Verification Code action and map the outputs:

   • Set the output for the authentication key by mapping the AuthenticationKey variable to the authenticationKey output
   • Set the output for the customerId key by mapping the VerifiedCustomerId variable to the customerId output

3. Click Save.

Update the Verify Code Variable Mappings

1. Expand the Send Email with Verification Code action and map the outputs:

   • Set the input for the authentication key by mapping the AuthenticationKey variable to the authenticationKey input
   • Set the output for the isVerified key by mapping the IsVerifiedCustomer variable to the isVerified output

2. Click Save.

Add and update the Get Customer Profile Variable Mappings

In the Verify Customers topic, you can reference an existing action by adding a new line after an action bubble.

1. Add a new line under the existing actions and on arrow besides Select action, and select Get Customer Profile.

   

2. Expand the Get Customer Profile action and configure it:

   • Set the input for the verifiedCustomerId by mapping the verifiedCustomerId variable to the verifiedCustomerId input

3. Click Save.

   

Step 7: Update the Verify Customers topic instructions

Next, replace the topic instructions with a clear, step-by-step verification flow. This work happens in the Instructions section.

1. In the explorer, open Verify Customers.

2. Replace the topic instructions with the text below:

   Follow the below Rules step by step
   
   Rules:
   
   Step 1:
   
   Ask the user for their Email Address or Username.
   
   If not provided you will ask for it and you won't proceed
   
   After Step 1 please proceed to Step 2
   
   Step 2:
   
   Send a verification code to the user using (@SendEmailwithVerificationCodePLACEHOLDER) with the email address or username provided.
   
   After Step 2 please proceed to Step 3
   
   Step 3:
   
   Wait for the user to provide their verification code.
   
   When the users sends through the code, then you must run the (@VerifyCodePLACEHOLDER) action with the code they submitted.
   
   After Step 3 please proceed to Step 4
   
   Step 4:
   
   If the customer has successfully verified themselves, then retrieve their customer profile using (@GetCustomerProfilePLACEHOLDER) and begin to address them by their Name.
   
   Ask the user if they would like you to continue with their request.
   
   After Step 4 please proceed to Step 5
   
   Step 5:
   
   (Add Logic Placeholder)

3. Click Save.

4. After you paste the instructions, replace the placeholders by typing @ and selecting:

   • Send Email with Verification Code
   • Verify Code
   • Get Customer Profile

5. For the logic placeholder, type / and add a Conditional Statement:

   1. Select the IsVerifiedCustomer variable.

   2. Leave the default == operator and set the value to true.

   3. Underneath the conditional logic, open the resource picker again and select Transition.

   4. In the transition topic, select Topic Selector.

   5. Click the Add button next to the conditional logic and select Else.

   6. Under the Else branch, paste the text below:

      Provide the user with the verification message returned from Send Email with Verification Code then return to Step 1.

6. Click Save.

Step 8: Update the Order Issues & Refunds topic to use verified context

Next, update the Order Issues & Refunds topic so sensitive actions run only after the customer is verified. The action input mappings happen under Actions Available For Reasoning, and the conditional/transition work happens in the Instructions section.

1. In the explorer, open the Order Issues & Refunds topic.

2. Under Actions Available For Reasoning, Delete the Get Customer Profile Action.

3. Expand Get Related Cases and map the verifiedCustomerId input to the VerifiedCustomerId variable.

4. Expand Handle Order Refunds and map the verifiedContactId input to the VerifiedCustomerId variable.

5. Click Save.

   

Update the Order Issue & Refund Topic Instructions

1. In the Instructions block, remove the following instructions:

   Run Get Customer Profile using the customer’s email address.
   Then either:
      - run Get Related Cases to check for existing cases and provide status, or
      - run Handle Order Refunds to process a refund when appropriate.

2. Next, type / to open the resource picker.

   

3. Select Conditional Statement.

4. Select the IsVerifiedCustomer variable.

5. Leave the default == operator and set the value to True.

6. Add short, explicit instructions that tell the agent when to run the actions, for example:

     Run the Get Related Cases action and provide an Handle Order Refunds when necessary. ​

   TIP

   You may have to use a clean paste by typing CMD + SHIFT + V on Mac or CTRL + SHIFT + V on PC.

7. Click the Add button next to the conditional logic and select Else.

8. Under the Else block, open the resource picker again and select Transition.

9. In the transition topic, select Verify Customers.

10. Click Save.

Step 9: Test the end-to-end journey

1. Click Preview.

2. Enter the following prompt:

   Hi, I'm Alex Morgan. Can you show me all of my cases?

3. Press Enter on your keyboard.

4. In Interaction Details, confirm the agent transitions to Verify Customers before running any sensitive actions.

5. If the agent asks for an email address, enter alex.morgan@example.com and press Enter.

6. In the Interaction Details panel, open the Send Email with Verification Code action and locate the verificationCode in the output response.

   

7. Copy the verificationCode and paste it into the agent dialog. Confirm with Enter.

8. After verification completes, confirm the agent returns to Order Issues & Refunds and can run Get Related Cases.

Summary

You have implemented a reusable Verify Customers topic and hybrid reasoning guardrails so Order Issues & Refunds can require verification before running sensitive actions.