You can build a flow that shows the estimated wait time before the chat is transferred and offer the option to create a case instead of waiting. You could also choose to not create a case upon transfer, and only use the Chat Transcript for the transfer. Once the agent accepts the Chat, you can then create a case (use some process automation).
Full Answer
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 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...
How do I enable chat transcripts in Salesforce?
From Setup in Salesforce Classic, enter Chat Settings in the Quick Find box, then select Chat Settings. 2. Select Enable Chat.
How do I create a live chat case in Salesforce?
Generate your Chat button & deployment code Click Setup | Customize | Chat (formerly Live Agent) | Chat Buttons & Invitations | Click the name of the Button for your chat instance, then copy the Chat Button Code and paste it into a text editor or HTML builder that you prefer.
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 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.
How do I save a chat transcript in Salesforce?
1. In the Chat Deployment, enable “Allow Visitors to Save Transcripts”. 2. Visitors can use Save Chat Transcript to save the Chat Transcript.
How do I report a chat transcript in Salesforce?
1 Create a custom report type using Chat Sessions /chat transcript as the primary object. 2 Create a new Chat report using the Report Builder in Salesforce . 3 Customize your report to include the columns of information you want . 4 Save or run the report.
What is a chat transcript?
A chat transcript is a record of a chat between a customer and an agent.
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 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
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.