---
title: Integrate a Coveo Hosted Insight Panel component
slug: m7ed8015
canonical_url: https://docs.coveo.com/en/m7ed8015/
collection: coveo-for-salesforce
source_format: adoc
---
# Integrate a Coveo Hosted Insight Panel component

> **Available since**
>
> This feature was introduced in the September 2022 release of Coveo for Salesforce version [4.28](https://docs.coveo.com/en/3236#september-2022-release-v4-28).

The **Coveo Hosted Insight Panel** component (formerly Coveo Quantic Insight Panel component) is a packaged container component that lets you easily integrate a Coveo Hosted Insight Panel in Salesforce.
This component enables your service agents to access valuable Coveo-powered content and user insights without leaving the case record they're viewing or editing.

![Quantic Insight Panel | Coveo](https://docs.coveo.com/en/assets/images/coveo-for-salesforce/quantic-insight-panel-barca-update-yellow-highlight.png)

## Prerequisites

* Ensure you have a Salesforce Lightning console app such as the [Lightning Service Console](https://help.salesforce.com/s/articleView?id=sf.console_lex_service_intro.htm&type=5).

* Ensure you've installed and configured the [Coveo for Salesforce (v4.31) package](https://docs.coveo.com/en/3236#january-2023-release-v4-31), or a later release.

* Ensure you've [created a Hosted Insight Panel configuration](https://docs.coveo.com/en/m5k70425/).

* Ensure you have [built a Hosted Insight Panel interface](https://docs.coveo.com/en/m68b0168/).

* Ensure users have access to the `HIPController` and `InsightTokenProvider` Apex classes (see [Grant users access to your Coveo Lightning components](https://docs.coveo.com/en/1022/)).

> **Tip**
>
> These Apex classes allow agents to view the Hosted Insight Panel.

## Add the Hosted Insight Panel component

This section explains how to add the **Coveo Hosted Insight Panel** component to a record page.
After adding this component, you'll be able to use it in the Service Console.

. In Salesforce, access your Lightning Application (for example, Lightning Service Console).

. Open any case record.

. In the upper-right corner of the page, click the **Setup** icon button (![cogwheel icon](coveo-for-salesforce/cogwheel.png)), and then select **Edit Page**.

. Drag the **Coveo Hosted Insight Panel** component on the Record Detail page to the location of your choosing.

![Hosted Insight Panel Animation | Coveo](https://docs.coveo.com/en/assets/images/coveo-for-salesforce/hosted-insight-panel-animation.gif)

> **Tip**
>
> In Coveo for Salesforce v4.28 to v5.3 releases, this component will appear as the **Coveo Quantic Insight Panel** component.

> **Note**
>
> The **Coveo Hosted Insight Panel** component may not load if [debug mode for Lightning components](https://help.salesforce.com/s/articleView?id=sf.aura_debug_mode.htm&type=5) is enabled.
> To fix this issue, disable debug mode.

. [[tokengenerator]] [[customcontextprovider]] In the component details section, click the **Configuration name** picklist, and then do one of the following:

** Select the [name](https://docs.coveo.com/en/m5k70425#edit-an-insight-panel-configuration) of your Insight Panel configuration from the drop-down list.

** Start typing the name of your Insight Panel configuration to filter by name, and then select the desired configuration.

. (Optional) If you [generated a custom platform token](https://docs.coveo.com/en/n81d0055/), click the **Token Generator** picklist to select the name of the Apex class that will override the default [platform token](https://docs.coveo.com/en/n3ha0170/) generated for this component.

. (Optional) If you [created a custom Apex class to augment queries with additional context](https://docs.coveo.com/en/o28a0498/), click the **Custom Context Provider** picklist to select the name of your custom Apex class.

. At the top right, click **Save**.

. [Activate the new page](https://help.salesforce.com/s/articleView?id=sf.lightning_app_builder_customize_lex_pages_activate.htm&type=5), if not already done.

![Activate New Page | Coveo](https://docs.coveo.com/en/assets/images/coveo-for-salesforce/new-page.png)

> **Warning**
>
> If you use the **ORG DEFAULT** tab to activate your page, your changes may not be saved when you leave the **Lightning App Builder**.
> Consider using either the **APP DEFAULT** or the **APP, RECORD TYPE, AND PROFILE** tab, as appropriate, to activate your record page.

. At the top left of the **Lightning App Builder** toolbar, click the **Back** icon button.

The **Coveo Hosted Insight Panel** component is now available in the Service Console.

> **Tip**
>
> You may need to reload the page to view your changes.

## Main features

### Result actions

When a service agent hovers over a search result in the Hosted Insight Panel, the background color changes.
The result action buttons then appear in the upper-right corner of the search result.
These buttons let service agents perform convenient actions, such as [**Attach to case**](#attach-to-case), with a simple click.

![Result actions | Hosted Insight Panel](pass:m[coveo-customer-service/complete-result-actions.png][pass:m[)]]

> **Note**
>
> Result actions must be [enabled in the Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0194#enable-or-disable-result-actions) for the result action buttons to appear.

#### Attach to case

Clicking the **Attach to case** button (![Attach to case button](coveo-customer-service/attach-to-case.png)) attaches a search result to the current case.
This allows a service agent to keep a trace of the results that were useful to solve a specific case.

#### Copy to clipboard

Clicking the **Copy to clipboard** button (![Copy to clipboard button](coveo-customer-service/copy-to-clipboard.png)) copies a search result's title and URL to the clipboard.
A service agent can then paste this information in a messaging app, for example, to share a result with a client or another agent.

#### Post to feed

> **Available since**
>
> This feature was introduced in the August 2023 release of Coveo for Salesforce version [5.2](https://docs.coveo.com/en/n5bj0150#august-2023-release-v5-2-initial-release).

Clicking the **Post to feed** button (![Post to feed button](coveo-customer-service/post-to-feed.png)) inserts a search result in a Chatter post.

To insert a search result in a Chatter post

. Access your Lightning application (for example, Lightning Service Console), and then open any record.

. Ensure the [Feed Publisher](https://help.salesforce.com/s/articleView?id=sf.rss_feed_publisher.htm&type=5) component is available and loaded on your page.

> **Tip**
>
> The **Post** quick action (that is, `FeedItem.TextPost`) is likely to be displayed by default in your case page layout.
> If that isn't the case, see [Enable actions in the Chatter Publisher](https://help.salesforce.com/s/articleView?id=sf.enabling_actions.htm&type=5).

. Hover over any result in the Coveo Hosted Insight Panel, and then click ![post to feed button](coveo-customer-service/post-to-feed.png) to insert the search result in a Chatter post.

#### Quick view

Clicking the **Quick view** button (![Quick view button](coveo-customer-service/quickview.png)) lets a service agent preview a search result without leaving the Hosted Insight Panel.

#### Send as email

> **Available since**
>
> This feature was introduced in the August 2023 release of Coveo for Salesforce version [5.2](https://docs.coveo.com/en/n5bj0150#august-2023-release-v5-2-initial-release).

Clicking the **Send as email** button (![Send as email](coveo-customer-service/send-as-email.png)) inserts a search result in an email.

To configure **Send as email** for cases

. [Enable the Salesforce **Email-to-Case** option](https://help.salesforce.com/articleView?id=customizesupport_enabling_email_to_case.htm&type=5).

> **Tip**
>
> Enabling the **Email-to-Case** option creates the [**Email** quick action](https://help.salesforce.com/s/articleView?id=sf.case_interaction_send_email_quick_action_create.htm&type=5) (that is, `Case.SendEmail`) that's required in your case page layout.

. Access your Lightning application (for example, Lightning Service Console), and then open any case record.

. Ensure the [Feed Publisher](https://help.salesforce.com/s/articleView?id=sf.rss_feed_publisher.htm&type=5) component is available and loaded on your page.

. Hover over any result in the Coveo Hosted Insight Panel, and then click ![send as email](coveo-customer-service/send-as-email.png) to insert the search result link in an email.

### Insight Attached Results

> **Available since**
>
> This feature was introduced in the October 2025 release of Coveo for Salesforce version [6.6](https://docs.coveo.com/en/ob460496#october-2025-release-v6-6-minor-release).

The **Coveo Insight Attached Results** component is a packaged container component that displays the list of Coveo results that have been attached to a case from an [Insight Panel](https://docs.coveo.com/en/2898/) such as the Coveo Hosted Insight Panel.

![Example of the Coveo Insight Attached Results component on a Salesforce case record page | Coveo for Salesforce](https://docs.coveo.com/en/assets/images/coveo-customer-service/standalone-attached-results.png)

When a service agent attaches a Coveo result to a case, the attached result is displayed in this component.
Similarly, when a result is detached, it's removed from the component.
For information about adding the **Coveo Insight Attached Results** component to a record page, see [Integrate a Coveo Insight Attached Results component](https://docs.coveo.com/en/pa9g1444/).

### Tags

This section provides information about the tags that are available in the Coveo Hosted Insight Panel.

#### Recommended tag

The **Recommended** tag highlights results that are boosted by a [Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188/) [Automatic Relevance Tuning (ART)](https://docs.coveo.com/en/1013/) [model](https://docs.coveo.com/en/1012/) (see [About Automatic Relevance Tuning](https://docs.coveo.com/en/3384/)).

![Recommended tag | Hosted Insight Panel](pass:m[coveo-customer-service/recommended-tag-final.png])

> **Note**
>
> The **Recommended** tag must be enabled in the [Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0194#enable-or-disable-tags) to appear on your search results.

#### Featured tag

> **Available since**
>
> This feature was introduced in the August 2023 release of Coveo for Salesforce version [5.2](https://docs.coveo.com/en/n5bj0150#august-2023-release-v5-2-initial-release).

The **Featured** tag highlights results promoted by your [featured result rules](https://docs.coveo.com/en/3376/).

![Featured tag | Hosted Insight Panel](pass:m[coveo-customer-service/featured-tag.png])

> **Note**
>
> The **Featured** tag must be enabled in the [Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0194#enable-or-disable-tags) to appear on your search results.

#### Viewed by customer tag

> **Available since**
>
> This feature was introduced in the September 2023 release of Coveo for Salesforce version [5.3](https://docs.coveo.com/en/n5bj0150#september-2023-release-v5-3-minor-release).

The **Viewed by customer** tag indicates the content that has been viewed by a customer.
It can help service agents anticipate questions, prepare answers, and share insights on content that hasn't been viewed.

![Viewed by customer tag | Hosted Insight Panel](pass:m[coveo-customer-service/viewed-by-customer.png])

> **Note**
>
> The **Viewed by customer** tag must be enabled in the [Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0194#enable-or-disable-tags) to appear on your search results.

### Smart Snippets

> **Available since**
>
> This feature was introduced in the August 2023 release of Coveo for Salesforce version [5.2](https://docs.coveo.com/en/n5bj0150#august-2023-release-v5-2-initial-release).

The **Coveo Hosted Insight Panel** component supports the [Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188/) [Smart Snippet](https://docs.coveo.com/en/laea5490/) [model](https://docs.coveo.com/en/1012/).
This model provides users with answers to their [queries](https://docs.coveo.com/en/231/) directly on the results page by displaying a [snippet](https://docs.coveo.com/en/laeb0292/) of the most relevant result [item](https://docs.coveo.com/en/210/).
This allows users to quickly find answers without having to open links from the results page.

Additionally, a **People also ask** section, which contains questions related to the user's query, is also displayed at the top of the result list (see [About Smart Snippets](https://docs.coveo.com/en/l6eb0531/)).

![Smart Snippets | Hosted Insight Panel](https://docs.coveo.com/en/assets/images/coveo-customer-service/smart-snippets.png)

> **Note**
>
> To take advantage of this feature in your **Coveo Hosted Insight Panel** component, Smart Snippets must be enabled in the [Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0455#enable-smart-snippets).

### Relevance Generative Answering (RGA)

> **Available since**
>
> This feature was introduced in the February 2024 release of Coveo for Salesforce version [5.6](https://docs.coveo.com/en/n5bj0150#february-2024-release-v5-6-minor-release).

> **Important**
>
> Coveo Relevance Generative Answering (RGA) is a paid product extension.
> Contact [Coveo Sales](https://www.coveo.com/en/contact) or your Account Manager to add RGA to your [organization](https://docs.coveo.com/en/185/) license.

The **Coveo Hosted Insight Panel** component supports the [Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188/) [Relevance Generative Answering (RGA)](https://docs.coveo.com/en/nbtb6010/) [model](https://docs.coveo.com/en/1012/).

RGA uses [generative AI](https://docs.coveo.com/en/n9e90153/) technology to generate answers for natural language queries.
The answers are generated based on your enterprise content and permissions, and are displayed in the search interface along with the search results.
See [About Relevance Generative Answering (RGA)](https://docs.coveo.com/en/n9de0370/) for more information.

> **Note**
>
> To take advantage of this feature in your **Coveo Hosted Insight Panel** component, RGA must be enabled in the [Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0455#enable-relevance-generative-answering-rga).

#### Contextual RGA

> **Available since**
>
> This feature was introduced in the October 2025 release of Coveo for Salesforce version [6.6](https://docs.coveo.com/en/ob460496#october-2025-release-v6-6-minor-release).

Users who have [associated an answer configuration](https://docs.coveo.com/en/n8sa0455#associate-an-answer-configuration) with their [RGA](https://docs.coveo.com/en/nbtb6010/)-enabled Hosted Insight Panel configuration can now benefit from the Contextual RGA feature, which adds the **Generate Answer** button ![HIP Generate Answer button](coveo-customer-service/hip-generate-answer-button.png) to the Hosted Insight Panel.
When a query is empty, this button allows service agents to generate an answer based on the context of the case they're viewing or editing.

![Animation showing Generate Answer button usage | Coveo Hosted Insight Panel](https://docs.coveo.com/en/assets/images/coveo-customer-service/contextual-rga.gif)

After clicking the button, it disappears and a generated answer based on the case context is displayed in the Hosted Insight Panel.

> **Important**
>
> For the **Generate Answer** button to appear in the Hosted Insight Panel, the query must be empty and an [answer configuration](https://docs.coveo.com/en/p5db9314/) must be associated with your RGA-enabled Hosted Insight Panel configuration.

### Insight Full Search

Service agents can open the Hosted Insight Panel as a full page, that is, in full search mode.
Full search mode makes querying easier by providing better access to [facets](https://docs.coveo.com/en/198/), [tabs](https://docs.coveo.com/en/1406/), and search results.
All current query, facet, and tab information is maintained when an agent activates the Insight Full Search functionality.

At the upper-right corner of the Hosted Insight Panel, click ![Insight Full Search button](coveo-customer-service/full-search-icon.png) to activate the Insight Full Search functionality.

![Insight Full Search Animation | Coveo](https://docs.coveo.com/en/assets/images/coveo-customer-service/insight-full-search.gif)

> **Note**
>
> Insight Full Search must be enabled in the [Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0455#enable-the-insight-full-search-functionality) for the Insight Full Search button (![Insight Full Search button](coveo-customer-service/full-search-icon.png)) to appear.

### User Actions

> **Available since**
>
> This feature was introduced in the November 2024 release of Coveo for Salesforce version [6.1](https://docs.coveo.com/en/ob460496#november-2024-release-v6-1-initial-release).

support agents can leverage the User Actions feature to view the [items](https://docs.coveo.com/en/210/) customers clicked and the [queries](https://docs.coveo.com/en/231/) they performed before they created a ticket, such as a case.
By retracing the customer's journey, support agents can provide a more personalized service.

To view user actions, click [clock] in the upper-right corner of the Hosted Insight Panel.

![User Actions timeline | Coveo](https://docs.coveo.com/en/assets/images/coveo-customer-service/hip-user-actions-timeline.png)

The following table describes the icons that can appear in the timeline:

[%header,cols="10,90"]
|===
|Icon
|Description

|![Session start date icon \| Coveo](coveo-customer-service/user-actions-session-start-date.png)
|Session start date.

|![Ticket creation time icon \| Coveo](coveo-customer-service/user-actions-ticket-creation-time.png)
|Ticket creation time.

|![Clicked item icon \| Coveo](coveo-customer-service/user-actions-black-clicked-item.png)
|Item clicked by the user.

|![Search query icon \| Coveo](coveo-customer-service/user-actions-search-query.png)
|Search query submitted by the user.

|![Custom event icon \| Coveo](coveo-customer-service/user-actions-custom-event.png)
|Custom event triggered by the user (for example, when a user clicks the thumbs-up or thumbs-down icon to provide feedback on a generated answer).

|![Viewed page icon \| Coveo](coveo-customer-service/user-actions-viewed-page.png)
|Page viewed by the user.
View events logged with a URL are clickable.
|===

By default, the timeline displays the user actions prior to the ticket creation date in reverse chronological order (newest actions at the top).
Click **Show following sessions** to view the sessions that occurred after the ticket was created, or click **Show preceding sessions** to view sessions that occurred before ticket creation.

The data retention limit is 60 days, and the latest 400 events (all sessions combined) can be displayed.

To return to the Hosted Insight Panel, close the **User actions** window.

> **Note**
>
> User Actions must be enabled in the [Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0455#enable-user-actions) for the User Actions button ([clock]) to appear in the Hosted Insight Panel.

### Result folding

> **Available since**
>
> This feature was introduced in the August 2023 release of Coveo for Salesforce version [5.2](https://docs.coveo.com/en/n5bj0150#august-2023-release-v5-2-initial-release).

_Result folding_ improves the end-user experience of your search interface by ensuring that [query](https://docs.coveo.com/en/231/) result [items](https://docs.coveo.com/en/210/) with a logical parent-child relationship are grouped and rendered accordingly in your result list.
The **Coveo Hosted Insight Panel** component supports result folding out of the box.
As long as the [folding fields](https://docs.coveo.com/en/1884#folding-fields) have been configured in your [Coveo organization](https://docs.coveo.com/en/185/), no additional configuration is required.

![Result folding | Hosted Insight Panel](https://docs.coveo.com/en/assets/images/coveo-customer-service/folding-feather-stars.png)

### Keyword highlighting

> **Available since**
>
> This feature was introduced in the November 2023 release of Coveo for Salesforce version [5.5](https://docs.coveo.com/en/n5bj0150#november-2023-release-v5-5-minor-release).

The **Coveo Hosted Insight Panel** component supports [keyword](https://docs.coveo.com/en/2738/) highlighting out of the box.
Keywords that match a query are highlighted in the search results.

![Keyword highlighting | Hosted Insight Panel](https://docs.coveo.com/en/assets/images/coveo-customer-service/keyword-highlight.png)

### Recent queries

> **Available since**
>
> This feature was introduced in the February 2026 release of Coveo for Salesforce version [6.7](https://docs.coveo.com/en/ob460496#february-2026-release-v6-7-minor-release).

The built-in **Recent Queries** feature lets service agents view their most recent [queries](https://docs.coveo.com/en/231/) directly in the Coveo Hosted Insight Panel.
It provides quick access to past searches so agents can efficiently revisit previous results without retyping queries.

![Recent Queries feature showing a list of recent queries | Hosted Insight Panel](https://docs.coveo.com/en/assets/images/coveo-customer-service/recent-queries.png)

## What's next?

To learn more about the Hosted Insight Panel, see [Get started with the Coveo Hosted Insight Panel solution](https://docs.coveo.com/en/m7ak9250/).