Live Agent lets service organizations connect with customers or website visitors in real time through a Web-based, text-only chat. After you set up and customize your basic Live Agent implementation, add it to the Salesforce console so that your agents and supervisor can start chat to assist customers.
You can Customize Live Agent to create a personalize chat experience for your customer service agents and customers using custom code. We will explain the details about how :
You can Customize Live Agent to create a personalize chat experience for your customer service agents and customers using custom code. We will explain the details about how :
- How to enable and setup Live Agent in the Org.
- Customize deployment using the Deployment API.
- Customize the appearance of customer facing chat window using VF page and components.
- Create Prechat form to collect basci information from customer before they begin chat with an agent.
- Create post-chat pages that appear to customer after chat complete.
- Enable Quick Text for the agent for quick response to customer.
- Enable to share details from Knowledge article in Live agent chat.
Enable Live Agent
You have to enable live agent in your org before you start customizing live agent in Salesforce. To enable live agent in your org.
Setup > Quick Find/Search > Type Live Agent and enable Live agent as below screen.
Once you have enebaled Live Agent, you can see the 4 objects marked in green in above screen shot-
- Live Chat Transcripts.
- Live Chat Transcript Events.
- Live Chat Visitors.
- Live Agent Sessions
Live Chat Transcripts - Live Chat Transcripts is a standard object is automatically created for each Live Agent chat session and Live Chat Transcript fields help you to keep track information about your agents chat with customer.
Live Chat Transcript Events - Live Chat Transcript Events is a standard object that keep tack events that occur between your agent and customer during chat. It contains event details like Chat requested, Accpeted, Transfer, cancelled, agent left, visitor left etc.
Live Chat Visitors - Live Chat Visitor is a website visitor who has started chat or tried a start chat session. Every time an agent chat with a customer, Salesforce automatically create a visitor record that identifies the customer's computer.
Each new visitor is associated with a session key, which Salesforce creates automatically. A session key is a unique ID that is stored in the visitor record and on the visitor's PC as a cookie. If a customer participates in multiple chats, Salesforce uses the session key to link the customer to their visitor record, associating that record to all related chat transcripts.
Live Agent Sessions - Live Agent Sessions object stores live agent session information, created automatically. This contain information about the agent session, time spent online, Time spent in chats etc.
Live agent session object information is used to create most report in Live Agent called Live Agent Session Report.
Live Chat Visitors - Live Chat Visitor is a website visitor who has started chat or tried a start chat session. Every time an agent chat with a customer, Salesforce automatically create a visitor record that identifies the customer's computer.
Each new visitor is associated with a session key, which Salesforce creates automatically. A session key is a unique ID that is stored in the visitor record and on the visitor's PC as a cookie. If a customer participates in multiple chats, Salesforce uses the session key to link the customer to their visitor record, associating that record to all related chat transcripts.
Live Agent Sessions - Live Agent Sessions object stores live agent session information, created automatically. This contain information about the agent session, time spent online, Time spent in chats etc.
Live agent session object information is used to create most report in Live Agent called Live Agent Session Report.
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