Salesforce Live Agent

Introduction

In this blog, I am going to explain Live agent set up in Salesforce. Live Agent is a comprehensive chat solution that makes it easy for your support organization’s agents and support supervisors to assist customers. With Live Agent, your support organization can leverage the comprehensive customer service tools that are available in the Salesforce console while providing real-time chat support.Before starting the customizing the live agent, let us make your org is ready for the live agent.

Enabled Live Agent
The Live agent is not enabled by default. So you need to enable it.From Setup enter Live Agent Settings in the Quick Find box, then select Live Agent Settings and enable it.

Create Live Agent Users

Before your users can assist customers with chat, you need to assign the users as Live Agent users. Live Agent users are supported agents and supervisors who have the Salesforce permissions to assist customers with chat. Go to salesforce user record and edit then Select Live Agent User and save it as shown below.

Static Resource 

Download any two images and upload them to static resource to use them to show the online and offline status of the chat

Let’s Get Started 

Now you can start configuring the live agent in your Org after completing the above configurations. Here are the details explain about how to configure the live agent.

1.Creating Skills

Skills identify your agents’ areas of expertise like “Repair ” or “Product installation” or “Maintenance” and etc are the few examples. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also empower your supervisors to assign skills to agents.

 

2. Live Agent Configurations

With the live agent configuration settings, you can able to control the functionality that’s available to agents and their supervisors while agents chat with customers. Apply settings when you create or edit a Live Agent configuration. Live Agent configurations define the Live Agent functionality that’s available to your agents and support supervisors when agents chat with customers.You can create multiple configurations that define Live Agent’s functionality for multiple types of users to fit into your business model. From Setup enter Live Agent Configurations in the Quick
Find box, then select Live Agent Configurations and create a new live agent configurations as shown below under Basic Information.

  • Chat Capacity Indicates how many chats an agent who is
    assigned to this configuration can be engaged in at the same time
  • Sneak Peek Enabled Indicates whether agents can see what a chat customer is typing before the customer sends a chat message.
  • Request Sound Enabled, Disconnect Sound Enabled, Notifications Enabled are Indicates whether to play an audio alert when new chat is started or ended
  • Custom Agent Name Sets the agent’s name as it appears to customers in the chat window.
  • Auto Greeting Sets a customized greeting message that the customer receives automatically when an agent accepts the customer’s chat request
  • Auto-Away on Decline Sets the agent’s Live Agent status to “Away” automatically when the agent declines a chat request
  • Auto-Away on Push Time-Out Sets an agent’s Live Agent status to “Away” automatically when a chat request that’s been pushed to the agent times out
  • Critical Wait Alert Time Determines the number of seconds that the agent has to answer a customer’s chat before the chat tab alerts the agent to answer it.
  • Agent File Transfer Enabled Indicates whether an agent can enable customers to transfer files through a chat
  • Visitor Blocking Enabled Indicates whether an agent can block visitors from an active chat within the Salesforce console
  • Assistance Flag Enabled Indicates whether an agent can send a request for help to a supervisor.

 

Assign eligible users to the configuration to give them access to Live Agent functionality.Users can be assigned to only one Live Agent configuration at a time. If you assign the same user to a second Live Agent configuration, the system removes that user from the first Live Agent configuration without warning you. 

Supervisor settings determine the Live Agent functionality that’s available to support supervisors. In addition, these settings determine the default filters that apply to the Agent Status list in the supervisory panel.

  • Chat Monitoring Enabled Indicates whether supervisors can monitor their agents’ chats in real-time while their agents interact with customers
  • Whisper Messages Enabled Indicates whether supervisors can send private messages to agents while agents chat with customers
  • Agent Sneak Peek Enabled Indicates whether supervisors can preview an agent’s chat messages before the agent sends them to the customer
  • Default Agent Status Filter Determines the default agent status, such as Online, Offline, or Away, by which to filter agents in the supervisor panel
  • Default Skill Filter Determines the default skill by which to filter agents in the supervisor panel.
  • Default Button Filter Determines the default button by which to filter agents in the supervisor panel.
  • Assigned Skills Determines the skills that are visible to supervisors in the supervisor panel.

Chat Conference Settings Determine whether agents can invite other agents to join them in a customer chat. Chat conferencing lets your agents include multiple
agents in a single chat.

  • Chat Transfer to Agents Enabled Indicates whether agents can transfer chats to another agent directly
  • Chat Transfer to Skills Enabled Indicates whether agents can transfer chats to agents assigned to a particular skill
  • Chat Transfer to Skills Determines the skill groups to which agents can transfer chats.
  • Chat Transfer to Live Chat Buttons Enabled Indicates whether agents can transfer chats to a button or queue
  • Chat Transfer to Live Chat Buttons Determines the buttons to which agents can transfer chats.
3. Live Agent Deployments

With the deployment, you will get of JavaScript to add it to your site. A deployment is a place on your company’s website that’s enabled for Live Agent. Create deployments to implement Live Agent and control its functionality on your website.To customize the chat window that your customers see, you first need to create a Force.com site to host your custom images. Your organization
can have a single Live Agent deployment or multiple deployments. For example, if you have a single service center that supports multiple websites, creating a separate deployment for each site enables you to present multiple chat windows to your visitors. From Setup in Salesforce Classic, enter Deployments in the Quick Find box, then select Deployments and Click New and  Save it .

After you saving Salesforce generates the deployment code as shown in the below image. Copy the deployment code, and then paste it on each Web page where you want to deploy ( visualforce Page in this example ).

4.Chat Buttons

Create chat buttons to enable customers to request a chat with an agent directly from your website.You need to create the buttons that visitors click to start chats. Like a deployment, a button consists of several lines of JavaScript that you copy and paste into Web pages.  From Setup enter Chat Buttons in the Quick Find box, then select Chat Buttons & Invitations to create a New then Select Chat Button from the Type field.

  • Enable Customer Time-Out Indicates whether chats are ended if the customer doesn’t respond within a specified period.
  • Customer Time-Out (seconds) Sets the amount of time that a customer has to respond to an agent message before the session ends
  • Customer Time-Out Warning Sets the amount of time that a customer has to respond to an agent message before a warning appears and a timer begins a countdown

  • Routing Type Sets how chats are routed to an agent.
  • Push Time-Out (seconds) Sets the amount of time an agent has to answer a chat request before the request is rerouted to another agent.
  • Enable Queue Indicates that queueing is enabled. Queueing allows incoming chat requests to wait in a queue until an agent with the appropriate skills is available to accept the chat.
  • Queue Size Per Agent Determines the queue’s capacity to hold chat requests per available agent. For Live Agent routing or when chats have a size of 1, this is the number of chats allowed to queue for each agent.
  • Overall Queue Size Lets a chat request that’s been declined by all available agents be rerouted and sent to all available agents again. Available only for requests with Least Active and Most Available routing types
  • Automatically Accept Chats Lets chat requests originating from this button be automatically accepted by the first available agent
  • Site for Resources Determines the Force.com site that’s associated with the chat button
  • Online Image Sets the custom button graphic that appears when the chat button is unavailable
  • Offline Image Sets the custom button graphic that appears when the chat button is available for customers to request new chats.
  • Custom Chat Page Replaces the standard Live Agent chat window with a custom chat window page that you’ve developed.
  • Pre-Chat Form Page Directs Live Agent to the Force.com page that hosts your customized pre-chat form that customers see before they begin
    a chat with an agent.
  • Pre-Chat Form URL Directs Live Agent to the URL of the Web page that hosts your pre-chat form.
  • Post-Chat Page Directs Live Agent to your customized post-chat page that customers see after they complete a chat
  • Post-Chat Page URL Directs Live Agent to the URL of the Web page that hosts your post-chat page.

Now Copy the button code, and then paste it on each Web page where you’ve deployed Live Agent ( Visualforce page in this example )

Now create a visualforce page with the script which you got from the Chat buttons and deployments as shown below

Now go to the console app and enabled the live agent in the console app to use the live agent.

After you enabled the live agent you can able to see the live agent as shown below

Go to the visualforce page and click on Preview then you will see the output as shown below. then click on the button to start the chat. Make sure use is login into the console and update the live agent status to online.

Now go to the console and accept the chat request from the live agent chat request

You can see the chat from the salesforce console app as shown below .