Go to Chats or Archives, click on the Salesforce button on the top of the Details panel on the right-hand side. Press Connect, this will connect your Salesforce account with LiveChat. Please note that you need an ongoing chat for the Salesforce button to be accessible in Chats.
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Enable Chat
- From Setup, enter Chat Settings in the Quick Find box, then select Chat Settings.
- Select Enable Chat .
- Click Save.
What is live chat in Salesforce?
Salesforce Live Chat software lets you initiate a personalized live chat based on how a visitor engages with your site. Chat with customers in the app, wherever they are.
Why connect live chat with a customer profile for context?
By connecting each live chat with a complete customer profile for context, agents can move quickly using customer chat sneak peek, keyboard shortcuts, and prewritten messages. Plus, routing chats to the right agents is easy.
What is Salesforce and why should you use it?
What's more, Salesforce helps you boost productivity by using workflows, which automate your business process. For example, you can automatically assign leads with deals over a certain size to a specific salesperson. Plus, you can forecast sales, analyze the performance of the sales team and make data-driven decisions.
How does the Salesforce API integration work?
This integration works only with Salesforce plans that include access to API. This integration works only with Salesforce plans that include access to API. The benefits of Salesforce integration: Pass chat transcripts either as Cases or any other Object that you have created in your Salesforce account
How Do I live chat in Salesforce?
Set Up Web Chat in SalesforceLog in to your organization, and if you're in Salesforce Classic, switch to Lightning Experience.Click the Setup gear icon and select Service Setup.Under Recommended Setup, click View All.Enter Chat in the search box and select Chat with Customers.More items...
How do I access live chat?
There are two main ways of accessing LiveChat. You can log in to LiveChat using your browser. The address to the app is: accounts.livechat.com. Bookmark it or even set it up as your homepage so you always have LiveChat at hand.
How does live chat work Salesforce?
It allows for quick interactions to address simple questions and issues. It allows agents to handle multiple chats at once rather than one call at a time. It improves ticket resolution speed and keeps call wait times short. It improves the customer experience by giving customers a seamless experience across channels.
Can you chat in Salesforce?
Many Chat features are available in both Salesforce Classic and Lightning Experience. Continue customizing your Chat implementation by setting up chat conferencing, automated invitations, and more. Welcome to Chat for support supervisors! Chat makes it easy for your agents to support customers.
What is this live chat?
Live chat can be used as both a customer service and marketing channel for organizations. The chats look similar to instant messaging conversations. The text-based messages are transmitted back and forth in a chat window, usually without images, audio or video.
How can I chat with customer service?
Let's understand all the nine amazing customer support chat tips to help you get an answer.#1: Initiate Conversational Chat.#2: Ask for More Information, Show Empathy.#3: Never Say “I Don't Know”#5: No Harm in Admitting Your Fault.#6: Learn to Take Follow-Ups.#7: Don't Make Customers Wait – Continuity is the Key.More items...•
How do I add live chat to my website in Salesforce?
To set up Embedded Chat, follow these steps:Create an Embedded Service Deployment. ... Specify Your Chat Window's Settings. ... Customize the General Branding for Your Chat Window. ... Add Your Embedded Chat to a Website. ... Add Your Chat Window to an Experience Site.
Does Salesforce have a chatbot?
Moreover, Salesforce has also launched prebuilt Einstein Bots, a chatbot collection that performs many common functions. These preconfigured bots make the technology uptake faster, as developers don't need to make them productive.
How do I enable live agent in Salesforce lightning?
Step 1 – Enabling Live AgentFrom Setup Classic in Salesforce, in the Quick Find box, search and select Live Agent Settings.Select Enable Live Agent.Click Save.
How do I enable chat in Salesforce community?
Enable Digital Experiences and Chat AgentClick the setup gear. and select Service Setup.Enter Experiences in Quick Find, then select Settings under Digital Experiences.Select Enable Digital Experiences. ... Enter a unique value to be used as your domain name and click Check Availability. ... Click Save.Click OK.
Who owns live chat?
After Naspers agreed in June 2011 to sell its entire stake, the founders teamed up with private equity firm Tar Heel Capital to finalize the buyout of the 60% stake. After the transaction was completed in September 2011, the founders own 60% of the stake, while Tar Heel Capital owns 40% of the company.
What is the difference between live agent and Omni-Channel?
You create a chat button that uses the routing option Omni-Channel Queues or Omni-Channel Skills....Required Editions.Live Agent Routing (Salesforce Classic only)Omni-Channel RoutingReports and data for chats are separate from Omni-Channel data.Chat data is included in Agent Work reports in addition to Chat reports.15 more rows
Get set up in minutes. Respond to customers today
Start helping customers now, not days or weeks from now, with a fast and easy, step-by-step setup.
Provide personalized support, with a 360-degree view of every customer
Give your team a complete, unified view of every customer interaction, and make it easy for them to offer the kind of support that keeps customers coming back.
In-app guidance gets you on the path to happier customers
Take full advantage of every feature with guidance that empowers you to track issues, answer questions, and solve cases faster.
Quickly share your knowledge with a custom help center
Give your customers the option of a self-service help center and free up your agents from handling common questions or requests.
Meet innovation that comes to you with trust and security
Customer needs and expectations are always changing. Get the latest technology, with free upgrades, three times a year. And it always comes with enterprise-level security. So you're always ahead of the curve.
Connect service to every department
Help your whole team — even sales and marketing — provide the kind of outstanding support that turns tough customers into loyalists that recommend you.
Need help? A community of experts is with you every step of the way
Connect with a global network of passionate, knowledgeable users, who can help you meet your unique challenges. Say hello to the Salesforce Trailblazer Community.
Get personalized, real-time help online or in your apps
Start personalized live chats, in-app or online, with your customers based on how they're using your site. Deliver chat around the globe with multilingual support. And scale your customer support with AI-powered chatbots that help answer routine asks.
Connect your agents and increase productivity
By connecting each live chat with a complete customer profile for context, agents can move quickly using customer chat sneak peek, keyboard shortcuts, and prewritten messages. Plus, routing chats to the right agents is easy.
Improve your team, improve your customer service
Get the most out of your team by coaching agents in real time with private messages. You can also monitor their queues, balance workloads, tap into metrics, and use instant messaging sessions. That’s the power of Chat.
How does Salesforce help you?
What's more, Salesforce helps you boost productivity by using workflows, which automate your business process. For example, you can automatically assign leads with deals over a certain size to a specific salesperson. Plus, you can forecast sales, analyze the performance of the sales team and make data-driven decisions.
How can I gain competitive advantage in LiveChat?
Competitive advantage can be obtained by managing your products more efficiently and having good relationships with customers. With LiveChat, you can communicate with your customers in a channel they prefer while providing a superior customer experience.
Salesforce Live Chat Features
Salesforce Live Chat provides multilingual support that enables organizations to interact with customers in their language. It empowers the customer support staff to understand the customer queries and solve them effectively.
Salesforce Live Chat – Benefits for your Business
Salesforce Live Chat is highly beneficial for any business as it’s a solution that offers real-time and customized support to existing customers or prospects while enhancing productivity and customer satisfaction.
Conclusion
Salesforce Live Agent is an extremely useful solution that comes as a module of Salesforce Service Cloud. It enables organizations to maintain a cordial relationship with online customers and offer a real-time response to their concerns and inquiries.
