Setup Live Agent in Salesforce

What Is Live Agent?

Live agent is one of the powerful tool where Customers can directly communicate with support agents via live chat. Using live agent, support representatives can directly chat with customers and resolve their issue. Live Agent configurations define the Live Agent functionality that’s available to your agents and support supervisors when agents chat with customers. Customer can chat with agents, this way you can avoid wasting time over the call for hours and waiting for response email.  Chats can be quickly routed to the right subject matter experts. And agents can provide answers faster with a sneak peek to customer chat and keyboard shortcuts to pre-written messages.

Pre-requisites: 

• Enable Live agent
• Need to create console app else use existing Sample console app
• Agent profile should be API enabled
• Check the ‘Live agent User’ check box from the user page for the users who wants to use live agent

Steps to setup Live agent: Follow below path to enable live agent

• As the administrator, navigate to the Salesforce Setup page (make sure you switch to Classic view, the Live Agent settings do not come up under the Lightning Experienceview).
• Find the Live Agent section under Build > Customize > Live Agent.
• API Endpoint: Go to the Live Agent Settings page and look for the Live Agent API Endpoint text box.

Creating Skills:

After you enable Live Agent in your organization, you'll need to set up a basic implementation that you can later customize to fit your users' needs. Creating skill is one of the part in basic configuration. Skills identify your agents’ areas of expertise. 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. This information applies to Live Agent routing for chats only.  If our day to day life, when we try to chat with someone, it will ask you to select respective option with whom you want to chat with like “Billing Issue”, “Delivery Issues”, “Technical Issues” etc. Options makes it very clear that chat will be routed to respective team on based on your selection. This way you provide better support to customers and resolve their issues in quick manner.

To create skill, navigate to “Build | Live Agent | Skills | New”.

The above Image shows how to assign skills to the users OR profiles.

Creating Button: We have two types of buttons are available.

•       Chat Button
•     Automated Invitation

Today we can discuss about Chat button.

• Create skills. Each chat button is associated with a particular skill or set of skills so that chats that are initiated from the button are routed to the appropriate agents.
• Create a Salesforce site and static resources to use custom images for the online and offline versions of your button. If you don’t have a Salesforce site, you can specify online and offline button images or text by modifying the code that’s generated when you create a button.(Optional)

Build | Live Agent | Chat Buttons & Invitations| New

You can also setup auto greeting text in this configuration whenever end user opens chat window.

We have different types of Routing are available:

Choice : Incoming chat requests are added to the queue in Live Agent in the Salesforce console and are available to any agent with the required skill.

Least Active: Incoming chats are routed to the agent with the required skill who has the fewest active chats.This option is a push option, which means that incoming chats are routed, or “pushed,” to agents. You can specify the amount of time that an agent has to answer a chat request before it’s routed to the next available, qualified agent.

Most Available: Incoming chats are routed to the agent with the required skill and the greatest difference between chat capacity and active chat sessions. For example: Agent A has a capacity of eight and Agent B has a capacity of two. If Agent A has two active chat sessions while Agent B has one, incoming chats are routed to Agent A.This option is a push option, which means that incoming chats are routed, or “pushed,” to agents. You can specify the amount of time that an agent has to answer a chat request before it’s routed to the next available, qualified agent.

Omni: Incoming chats are routed to agents using Omni-Channel queues. You must route chats with Omni-Channel if you want to use Live Agent in Lightning Experience.

Customer time-out: The amount of time from the last agent message before the chat times out.

Push time-out: Amount of time an agent has to answer a chat request before the request is rerouted to another available agent.

Enable Queue: Check this box to queue the chat until the agent with required skill is available.

Queue size per agent: The queue's capacity to hold chat requests per available agent. If chats have a size of 1, this is the number of chats allowed to queue for each agent.

Overall Queue Size: The queue's capacity to hold chat requests. If chats have a size of 1, this is the maximum number of chats allowed to queue.

Reroute declined Requests: If all agents decline a chat request, the chat request is rerouted and sent to available agents again. Available only for requests with Least Active and Most Available routing types.

No of Rerouting Attempts: Number of times a chat can be rerouted if all agents decline the chat request. If nothing is specified, the chat will reroute infinitely or until the customer exits the chat.

Automatically Accept The Chat: The chats which are routing from this button will be automatically accepted by the first available agent.

Live Agent Configurations

Configure what are all the features are available while chatting with the customers. We have lots of options available to control behaviour of Chat.

Navigate to “Build | Live Agent | Live Agent Configurations| New”.

Sneak peak Enabled: This option lets agents see what visitors are typing before they send the message

Request Sound Enabled: Enable to play a sound when an agent gets a new chat request.

Notification Enabled: Enable desktop notifications for incoming chats. Supported only on certain browsers.

Auto Away on Decline: Automatically change agent’s status to Away when they decline a chat request.

Auto away on Push time-out: Automatically change agent status to Away when a chat request that's been pushed to them times out.

Agent File Transfer Enabled: Allow agents to initiate file transfer during the chat.

Supervisor Settings

Chat Monitoring Enabled:  Allows supervisors view agent’s ongoing chat transcripts

Whisper Message Enabled: Allows supervisors to send private whisper messages to agents while agents chat with customers

Agent Sneak Peak Enabled: Allows supervisors to see what agents are typing before they send messages to customers

Chat Conference and Transfer Settings

Sometimes, a single agent doesn't have all the information that's required to solve a customer's problem. Chat conferencing lets your agents invite other agents into a customer chat. Unlike transferring the chat to a new agent, conferencing an agent into a chat doesn't disrupt the flow of conversation with the customer.

Chat Conferencing Enabled: Let’s agent allow other agent to join in ongoing chat.

Chat Transfer to Other Agent Enabled: Allow agent to transfer chat to other available agent directly.

Chat Transfer to Skills Enabled: Allow agent to transfer chat to other agents through skills.

Chat Transfer to skill: Select the skill that agent can use to transfer the chat.

Chat Transfer to live chat Buttons Enabled: Allow agent to transfer chat to other agents through chat buttons.

Live Agent Deployments

This is the final step we need to configure as a part of live agent set up.

Navigate to - Build | Live Agent |Deployments| New

Chat Window Title: This title that appears in the chat window.

Allow Visitor to save transcript: This will allow visitor to download chat.

Copy JavaScript and paste in Visualforce Page

Last step is to copy JavaScript and paste in Visualforce which will be exposed as a Community either in Customer or Partner Community. We need to copy JavaScript from two places:

Chat Buttons and Automated Invitations

Navigate to “Build | Live Agent |Chat Buttons & Invitations”. Select Button configuration created

Deployments

Navigate to “Build | Live Agent |Deployments| New”

Visualforce Page:

<apex:page >

<apex:outputPanel >

<apex:outputLabel dir="top">please click on green button for connecting to chat</apex:outputLabel>

</apex:outputPanel>

<html>

<body>

<img id="liveagent_button_online_573B00000004F71" style="display: none; border: 0px none; cursor: pointer" onclick="liveagent.startChat('573B00000004F71')" src="https://mallareddykmp-developer-edition.gus.force.com/resource/1478255477000/Mallareddy15__OnlineChatImage" /><img id="liveagent_button_offline_573B00000004F71" style="display: none; border: 0px none; " src="https://mallareddykmp-developer-edition.gus.force.com/resource/1448393328000/Mallareddy15__OfflineChatImage" />

<script type="text/javascript">

if (!window._laq) { window._laq = []; }

window._laq.push(function(){liveagent.showWhenOnline('573B00000004F71', document.getElementById('liveagent_button_online_573B00000004F71'));

liveagent.showWhenOffline('573B00000004F71', document.getElementById('liveagent_button_offline_573B00000004F71'));

});</script>

<script type='text/javascript' src='https://c.gla3-phx.gus.salesforce.com/content/g/js/42.0/deployment.js'></script>

<script type='text/javascript'>

liveagent.init('https://d.gla3-phx.gus.salesforce.com/chat', '572B00000004F3t', '00DB00000001GQi');

</script>

</body>

</html>

</apex:page>

- After creating console app , goto à at the bottom you can see Live Agent click on it and make yourself online

- Goto the visualforce page the one which you have created from there you can see the Green button where you can initiate the chat. Click on it and wait and request will sent to agent

- Then goto console accept the chat.

Create OR Modify Console App:

You can create new console app to enable Live agent else use the existing Sample console app. Here I have created a new Console app.

Navigate to – Build | Create | Apps

Check the check box call “Include Live agent in this app” 

      Also you can select what are all the tabs you want to show case on this app.

-    Also select the profiles who can have access to this app.

Enable User to Use Live Agent:

If anybody wants to use live agent they should be live agent user else they can’t access the live agent widget in console and can’t able to make them self as online/offline.

That’s all for now.