How to enable live agent in salesforce


How to Setup Live Agent in Salesforce?

  • From Setup Classic in Salesforce, in the Quick Find box, search and select Live Agent Settings.
  • Select Enable Live Agent.
  • Click Save
Step 1 – Enabling Live Agent
  1. From Setup Classic in Salesforce, in the Quick Find box, search and select Live Agent Settings.
  2. Select Enable Live Agent.
  3. Click Save.
Jun 19, 2019

How would you like to contact Salesforce?

How would you like to contact Salesforce? Request a call. Give us some info so the right person can get back to you. First name Enter your first name. Last name Enter your last name. Job title Please enter your title. Email Enter a valid email address. Phone Enter a valid phone …

What are the pros and cons of Salesforce?

  • Low risk: Low acquiring cost and low-risk management as an organization tool.
  • Salesforce database helps in organizing and digitizing company sales records.
  • Allows customization of profiles for individual customers, and gives quick access to individual records.

More items…

How to contact Salesforce support?

Support for Additional Products

  • Heroku and Commerce Cloud – Support for other Salesforce Products
  • Salesforce Anywhere – How to Log a Support Case, Salesforce Anywhere (Quip)
  • Slack – Support for Slack App
  • Social Studio – Contact Social Studio customer support

What is the customer service number for Salesforce?

Help and Support

  • Increase the return on your investment in Salesforce with Success Plans. …
  • Collaborate with specialists, consultants and other certified experts. …
  • Get trained and certified at the source. …

How do I enable LiveAgent in Salesforce community?

Live Agent is the Service Cloud feature that allows you to chat with customers directly from your website.From Setup | Live Agent Settings | Select Enable Live Agent | Click Save.Setup | Users | Edit |Live Agent User | Save.Setup | Live Agent Configurations | New.More items…

How do I implement live chat in Salesforce?

To Create a Basic Live Agent Implementation into Salesforce we need to follow the 7 easy steps that are given below:Enable Live Agent.Create Live Agent Users.Create and Assign Live Agent Skills.Create Live Agent Configurations.Create Live Agent Deployments.Create Chat Buttons.More items…•

How does LiveAgent work in Salesforce?

0:001:26Service Cloud Live Agent Feature Demo – YouTubeYouTubeStart of suggested clipEnd of suggested clipSalesforce live agent chat lets any company deliver a personalized service experience to itsMoreSalesforce live agent chat lets any company deliver a personalized service experience to its customers. Or potential customers by engaging them at just the right moment on any device.

How do I connect to LiveAgent?

Just follow these five steps:Login to your LiveAgent admin account and go to Configuration -> Email -> Mail accounts.Click on Add email account button and use the predefined Office 365 connector to connect your Office 365 account.Select a department that should be linked with this mailbox and click Save.More items…•

Where do you enable chat for an agent?

Enable Chat Agent and CommunitiesClick the setup cog and select Service Setup.Enter Communities in Quick Find, then select Communities Settings.Select Enable Communities.Enter a unique value to be used as your domain name and click Check Availability. … Click Save.Click OK.

How do I set up webchat?

How to Add Live Chat to a Website, Step by Step1) Go to “Website Chat” and then “Customer Chat Widgets” inside of MobileMonkey.2) Name your chat widget.3) Select your chat widget colour.4) Set up your welcome message.5) Set up actions to the responses you receive from your initial question.6) Ask for an email address.More items…•

What does a live agent do?

Simple yet powerful ticketing software Save time by managing all customer messages in one app. Keep track of all conversations, integrate your favorite tools, automate repetitive tasks, work as a team, and make better business decisions based on real data insights.

What is capability of live agent in the service Cloud console?

Real Time Monitoring – Live Agent has what is called the “Live Agent Supervisor” page which gives users and managers the ability to monitor all chat users and queues real time.

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 use a live agent?

You’ll find out how you can setup your mail account, live chat, customer portal and other support channels.Step 1: Discover LiveAgent.Step 2: Add users. … Step 3: Set up your email. … Step 4: Add a live chat button to your website. … Step 5: Connect your Social pages. … Step 6: Set up a Customer portal. … Step 7: Set up a Call center.More items…

How do I enable live agent in ServiceNow?

InstructionsNavigate to / the Chat Queue column.Double click on the cell and add the respective Queue (screenshot attached below)Navigate to HR Fulfiller UI, select Connect.Under HR Queue (for /esc portal) add the chat queue name (same as step 3)More items…

How do I chat with a live agent on Facebook?

2:304:31CHAT WITH A FACEBOOK REPRESENTATIVE … – YouTubeYouTubeStart of suggested clipEnd of suggested clipYou can click the chat with a representative. Box in the sidebar here should your problem not beMoreYou can click the chat with a representative. Box in the sidebar here should your problem not be listed scroll down and click the chat with a representative.

What is Salesforce Live Agent?

Salesforce Live Agent is a native tool of Salesforce, enabling businesses for real-time communication with their website users. Each one of us might have come across chat buttons while surfing the websites of different companies. This usually happens when the user is trying to contact the support team, avoiding the delay in the conventional process.

Why is Salesforce Live Agent important?

In a nutshell, Salesforce Live Agent is very useful for organizations and their business in multiple aspects including cutting down costs for customer support, automation of some manual processes, or offering extra customer support channels to stand out from rivals.

What is live agent?

Live Agent offers various features to qualitatively enhance real-time customer support. This online tool facilitates the agents or chats’ representatives conveniently to be on standby 24/7 to empower immediate connection and respond with real-time interaction.

Why is live agent important?

Live Agent is very useful for companies that want to get maximized returns and effectiveness from a limited support team. It empowers businesses, e asing out multiple client handling. Each service agent/user can handle numerous and simultaneous customer interactions from a single screen, unlike the traditional calling method …

How to find chat buttons in Salesforce Classic?

From Setup in Salesforce Classic, in the Quick Find box search and select Chat Buttons & Invitations.

What is live agent?

Live Agent is a communication tool, it can be used to power your customer service teams. Or if implemented incorrectly, could cause damage to your brand. What is the difference between the two? Planning…

When will live agents be available in Lightning?

Update (20th Sept): You will be able to setup and configure Live Agent via Settings in Lightning, once Winter ’19 is released in Oct 2019. Switch to Classic -> Setup -> Type ‘ Live Agent ’ in the Quick Find. Go to Live Agent Settings.

What is a button in a live chat?

A button, simply enough is an icon/button you embed on a webpage for users to click on to start a Live Agent chat session. Alternatively, you can setup an Invitation.

Does Salesforce have live agent?

Well the good news is, as of 2016 Salesforce have included Live Agent in the Lightning Service Cloud Unlimited license. And it is also available on Enterprise, but at an extra add-on. As an add-on, you will have to speak with your Salesforce Account Executive for a price.

How to launch live agent console?

Launch the Live agent console by navigating to account tab and click on live agent console, as shown in below screen shot

What is Salesforce skills?

Skills classify the abilities of agents based on that you can route requests to the right set of agents. For example, if your support center handles both technical and non-technical issues, you would create separate “Technical” and “Non-technical” skills, and assign agents accordingly. Then, when a query comes in that requires technical expertise, Salesforce routes the request to those agents in the “Technical” skill set only. To create Skills follow the below instructions

What permissions do you need for live chat?

Note :- Chat (formerly Live Agent) users require API Enabled administrative permission on profile. Agents also need at least the “Read” permission on Live Chat Visitors and Live Chat Transcripts to review visitor and transcript records.

What side accepts the invite to chat?

On the live agent side accept the invitation to chat with the user, same like below screen shot

What is Salesforce chat?

Salesforce Chat (formerly Salesforce Live Agent) is a native Salesforce tool that enables the customer service team to communicate in real-time with your website users. We have all seen the little ‘chat to an agent’ buttons on company websites, usually when trying to find a way to contact a support team.

What happens if you tick a checkbox in a live chat?

If the checkbox is ticked the button to initiate a Live Chat is visible and available, if the checkbox is unticked the button is not visible and chats cannot be initiated. The data captured from Live Agent exchanges can also be utilised to create some insightful reports and dashboards.

Why expand channels in Service Cloud?

Expanding your channels to include chat can also help mitigate issues with high case volume and swamped customer service agents. For more tips on gaining efficiencies in Service Cloud, check out our related blog.

Can you customize chat in Salesforce?

One of the things we know and love about Salesforce is that there are a ton of custom branding options that can be done out-of-the-box with no code. Chat is no exception! You can customize images to show in the chat window and set custom pre-chat and post-chat pages.

Can you use Salesforce chat API?

If you want a customized chat experience and want to embed chat into your company’s own applications, you can use the Chat REST API to do so! No need to worry about using Visualforce to develop a fully customized chat experience. Rather, with the Chat REST API developers can extend the Salesforce Chat functionality for other applications, including those for iOS and Android!

What is chat agent setup flow?

The Chat Agent setup flow is a quick way to get up and running with live web chat. When you complete the flow, you’re ready to start chatting with your customers.

How to add chat sessions to a list?

Search for and select Chat Sessions in the Available Items list, then click the Add arrow, to move it to the Selected Items section.

What is a skill in chat?

Skills are areas of expertise you assign to agents, so chats are routed to an agent with the right knowledge base. You can create skills for channels, products, escalation paths, and more. For example, Category 1 Biking might want to assign different skills for bikes for adults versus bikes for kids.

What is configuration in support?

Configurations determine settings for your support staff.


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