By Urminder Singh
Salesforce Live Agent allows your organization to connect with your customers or visitors to your website in real time through a web-based, text-only live chat. Now you can deliver answers faster and say an actual “hello” to your future customers. A cleaner, consolidated view is also possible in just a few clicks, so customers can seamlessly chat with an agent to talk through issues and get them resolved in real time.
Because live chat can connect to a complete customer profile, relevant answers can be given to each unique customer query — all while keeping an eye on the overall customer experience. In addition to improving relevancy, agents can also respond faster using Sneak Peek and Quick Text, the latter of which provides pre-written messages. Live Agent even makes it possible to coach agents in real time with private messages. You can also monitor agent queues in order to balance workloads and maximize productivity. With the improvements provided by Live Agent, your team can become more agile and effective.
Important steps to take before starting Live Agent
It’s important to make sure you have the following prerequisites before starting Live Agent:
- Live Agent should be enabled for your organization.
- As an administrator, you can grant a Live Agent feature license to any user in your organization. Consider doing so, because although you can customize the product without a feature license, having one will allow you to access and test your customizations.
- You need to create a Force.com site where you can upload images as static resources for your chat buttons and windows. Note: if you want to use Live Agent without customization, you can skip this step.
Live agent can be enabled for any organization simply by going to Setup→Live Agent→Settings. There you will see a checkbox to “Enable Live Agent” for your Salesforce Org. Make sure the checkbox is checked and be sure to save your selection..
After you save, you will see a link on the same page for Live Agent API endpoint, which can be used in code to use Live Agent API. You will also see 4 new objects that will be created too: Live Chat Transcripts, Live Chat Transcript Events, Live Chat Visitors, and Live Agent Sessions. These objects are used to capture visitor information, session information, chat scripts, chat time, etc. All information related to chat is only stored in these objects.
After live chat is enabled for your organization, you need to find and enable any relevant users to operate as Service Cloud User and Live Agent User. Go to the user detail page and you will find these 2 checkboxes there.
Select both to make sure that relevant users can operate as agents for live chat.
Next, you need to include live agent in the service console app Go To Setup→Create→Apps
Select the console where you want to add a live agent. Click on “edit” and you will be able to select “Include Live Agent in this App.” From there, select the additional tabs you want to open when a new chat initiated. You can select a maximum of 5 VisualForce pages that can be added to that console.
Once you have enabled Live Agent for your organization, you will some more links for Live Agent configuration. These links are used to customize the agent and user experience for chat sessions. And there you have it — simple ways to find success with Salesforce Live Agent.