Salesforce Chat (formerly live agent) is a tool which enables real-time, online chat between an organization and its customers.
You can see there are multiple sites have chat icon from where user can directly get support from support team, that is also possible in Salesforce by Chat.
So why we are waiting for friends? Lets jump to Chat set up:
Step 1: Enable Chat CheckBox >>
Setup→ Feature Settings→ Service→ Chat (Live Agent)→ Chat Settings
Now "Check" on enable Chat check box and hit “Save” button. After saving it you can see multiple objects have been created automatically into you org related to Chat (Live Agent).
Step 2: Enable Chat user >>
Setup→ Users→ Select User
Edit user which you want to use as a chat user and click on “Chat user” then hit “Save” button.
Step 3: Chat Configurations >>
Setup→ Feature Settings→ Service→ Chat → Chat Agent Configurations → New
You need to configure here User Settings with Basic Information, Assign Users, Assign Profiles, Supervisor Settings, and Chat Transfer as part of Chat Agent Configuration.
You can follow above Settings as Sample.
Step 4: Create New Skill >>
Setup→ Feature Settings→ Service→ Chat → Skills → New
Now need to Create skill for Chat agent user and then "Save".
Step 5: Setup Chat Button >>
Setup→ Feature Settings→ Service→ Chat → Chat Buttons & Invitations
You need to create a “Chat” button and put some Basic information, Routing information and chat button customization. In chat button customization you may upload online and offline button image which will show on your public website.
If you want to implement Einstein Bot then do bellow “Einstein Bots Settings”
After Click “Save” button you will get chat button code. You need to copy that entire generated code and paste into your website html tag.
Step 6: Chat deployment >>
Setup→ Feature Settings→ Service→ Chat → Deployments
& Create new deployment.
Click “Save” →
After “Save” you will get deployment code, you need to copy this code and paste it below the chat button generated code in your website html page tag.
Step 7: Setup Chat console app >>
Setup–> Create –> App
Create new console app ( App Manager > New Lightning App, On the App Options page, select Console navigation ) and while creating this app please include Chat in this app and choose records or page to open subtabs of each chat session.
To test it, open your website html where you have pasted chat button code and deployment code you can see either online or offline image which is based upon the agent’s status (online/offline).
When agent is online click on online than request will send to agent user.
Agent user needs to go to created console app and can accept the chat request than customer will be able to chat directly with agent !!!
.
Opmerkingen