You can automatically attach the transcript to a record i.e. a case by using the saveToTranscript method. Depending on wheter you are using the pre-chat API or deployment API all you have to do is follow the instructions on the developer guide to automatically related the transcript to the case. findOrCreate.saveToTranscript
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What is Salesforce chat and how does it work?
Rachel Garton is a Lead Consultant at Vicasso, a Salesforce Partner. Salesforce Chat (formerly Salesforce Live Agent) is a native Salesforce tool that enables the customer service team to communicate in real-time with your website users.
What is Salesforce LIVE agent?
Share this article... Salesforce Live Agent is a native Salesforce tool that provides the ability to communicate in real-time with your web site users.
How can Salesforce omni-channel help with customer service chat?
Salesforce Omni-Channel can help create a seamless connection between all of your customer service channels so your agents can easily handle chat as well as other channels like cases from emails and phones. Check out our blog on Omni-Channel to learn more!
How to associate live chat transcript with case record in apex?
The Case record must be the one that is created from the pre-chat form. I'm guessing I can do this in Apex, but how do I associate the data (live chat transcript, Case ID) with the Apex controller? Show activity on this post. You can automatically attach the transcript to a record i.e. a case by using the saveToTranscript method.
Does salesforce chat create case?
When using a Chat pre-chat form or deployment API to automatically create Cases, the Agent accepting the Chat must have permission to write to all of the configured fields, otherwise it will proceed without creating the Case.
How do I transfer a chat in Salesforce?
Transfer ChatsWhile chatting with a customer, click Transfer.Select a transfer option from one of the menus. ... (Optional) Write a message for the agent receiving the chat.More items...
What happens when a chat is transferred Salesforce?
When chats are transferred directly to an agent or skill group, the transferred chats are allowed to exceed the accepting agent's capacity. As a result, agents always receive a chat request, even if they're handling the maximum allowed number of chats.
How do I add a live agent chat button to my community?
Create a Chat Agent ConfigurationEnter Chat in Quick Find, then select Chat Agent Configurations.Click New.In the Basic Information section, enter these details. ... In the Assign Profiles section, add Custom: Support Profile, Standard User, and System Administrator.Click Save.
When transferring the chat to another agent give the other agent a first so that the customer does not have to repeat?
If you're not able to help with a particular issue, transfer the chat to another agent who can. When transferring a chat to another agent, fill the other agent in on the situation first so the customer doesn't have to repeat themselves.
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.
What is chat Transfer button initiated?
3) "Transfer to Button" is a request to transfer the chat to another Chat Button, i.e. a Queue. For example, agent A is chatting with a customer and needs to transfer the customer to a different button/queue because the chat needs to go another team.
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.
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.
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 does a supervisor do in a chat?
Supervisors can also choose to view chats as a means of quality control.
