how to configure live chat agent in salesforce

Consider the following steps to set up Live Agent in Salesforce:-

• Enable Live Agent. Search and Choose Live Agent from the setup Classic in Salesforce. Click Save after choosing ‘Enable...
• Once you enable the Live Agent, the following options will be auto-updated:- Live Chat Transcripts, Live Visitors, Live...
• Search and choose Users to build Live Agent Users from the...

Full Answer

What's is live agent in Salesforce?

Salesforce Live Agent is a native Salesforce tool that provides the ability to communicate in real-time with your web site users.

What is service cloud console in Salesforce?

Service Cloud Console is a Salesforce application that is designed for users in a fast-paced environment that need to find, update, and create records quickly. SCC introduces a tabbed environment in which users are able to look at different groupings of records in one screen via a Secondary and Primary tab.

What does Salesforce support?

Salesforce can be a valuable tool for your business. It allows you to constantly monitor your sales and marketing teams, as well as website analytics and support tickets. It can reduce redundancy and errors in tracking, increasing productivity and accurate business projections.

What is Salesforce service console?

The Salesforce Service Console is the centralized interface in the Salesforce Service Cloud, an application devoted to customer service, support and customer experience. With a unified console, agents can view all relevant customer information related to a customer case, or customer support incident.

What is chat agent configuration in Salesforce?

Chat agent configurations enable you to control your users' access to certain Chat features. You can create multiple configurations and assign them to different types of users. For example, create a configuration for experienced agents that gives them more permissions than new agents have.

How do I add a live agent chat button to my community?

Create live agent deploymentDefine your deployment as follows: ... Enter Cloud Fountain Support for the Chat Window Title.Click Save.Add live agent to the sample console.Setup | Create | Apps | Click Edit next to Sample Console.Select Include Live Agent in this App.Next to Choose Chat Workspace Options, select New case.More items...

How do I add a live agent to Salesforce?

0:0012:20How to setup Live Agent in Salesforce - YouTubeYouTubeStart of suggested clipEnd of suggested clipIn this video I will explain how to set up life agent in Salesforce. We will start by enabling it.MoreIn this video I will explain how to set up life agent in Salesforce. We will start by enabling it. We will set up let's go live agent in the live agent settings enable. It by clicking the check box

How do you implement a live agent?

Create and Assign Live Agent Skills. Create Live Agent Configurations. Create Live Agent Deployments. Create Chat Buttons....From Setup in Salesforce Classic, enter Live Agent Settings in the Quick Find box, then select Live Agent Settings.Select Enable Live Agent.Click Save.

How do I enable live 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.

Does Salesforce have livechat?

Salesforce Live Chat is an embeddable live chat support optimal for businesses with a limited support team. The system can be embedded in your applications or website, which enables your prospects and customers to communicate with your business on the web while currently on your app or site.

How does live agent work in Salesforce?

Live agent in salesforce is tool that is used to connect with customer and real time website visitors. Using live agent we can chat with customers so that we can provide fast response and quicker solutions they need. Through Web-based. Through text-only live chat.

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

How many chats can an agent handle at once?

An agent without prior chat experience can take only 1-2 active chats simultaneously, while an experienced agent can easily take 4-6 chats. If all your agents are new to chat you may need to lower the number of simultaneous chats they are expected to take.

How do I deploy chat buttons in Salesforce?

Create Chat ButtonsFrom Setup, enter Chat Buttons in the Quick Find box, then select Chat Buttons & Invitations.Click New.Select Chat Button from the Type field.Choose the settings for your chat button.Click Save.Copy the button code, and then paste it on each web page where you've deployed Chat.

How does chat work in Salesforce?

Chat makes it easy for your agents to support customers. With Chat's supervisor tools, you can easily monitor your agents' activities, assist your agents in chats, and view data on your agents' chat sessions. This information applies only to Chat in Salesforce Classic. Welcome to Chat for support agents!

What is the capability of live agent chat in the Service Cloud Salesforce console?

Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place. If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base.

What is live agent?

Live Agent is a communication tool, it can be used to power your customer service teams. Or if implemented incorrectly, could cause damage to your brand. What is the difference between the two? Planning…

When will live agents be available in Lightning?

Update (20th Sept): You will be able to setup and configure Live Agent via Settings in Lightning, once Winter ’19 is released in Oct 2019. Switch to Classic -> Setup -> Type ‘ Live Agent ’ in the Quick Find. Go to Live Agent Settings.

What is a button in a live chat?

A button, simply enough is an icon/button you embed on a webpage for users to click on to start a Live Agent chat session. Alternatively, you can setup an Invitation.

Does Salesforce have live agent?

Well the good news is, as of 2016 Salesforce have included Live Agent in the Lightning Service Cloud Unlimited license. And it is also available on Enterprise, but at an extra add-on. As an add-on, you will have to speak with your Salesforce Account Executive for a price.

What does a supervisor do in a chat?

Supervisors can also choose to view chats as a means of quality control.

What happens if you tick a checkbox in a live chat?

If the checkbox is ticked the button to initiate a Live Chat is visible and available, if the checkbox is unticked the button is not visible and chats cannot be initiated. The data captured from Live Agent exchanges can also be utilised to create some insightful reports and dashboards.

What is chat agent setup flow?

The Chat Agent setup flow is a quick way to get up and running with live web chat. When you complete the flow, you’re ready to start chatting with your customers.

What is a chat skill?

Create a Chat Agent Skill. Skills are areas of expertise you assign to agents, so chats are routed to an agent with the right knowledge base. You can create skills for channels, products, escalation paths, and more.

What is a customer site?

Customer sites give customers an easy way to interact with a company whenever and wherever they are. They can search for articles, ask questions, and get crowd-sourced answers. This functionality is exactly what Category 1 Biking needs to engage their loyal fans.