Setting up live agent in Salesforce

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Live Agent

These days’ customers expect fast replies and quick resolutions. With Live Agent web chat, you can give them quicker responses to their queries, at a minimal price to you. Live Agent provide users the ability to interact with the agents through web chat to get more information about specific product or queries. In this article i will go through how setup Live Agent and various concepts related to it. This feature is available at Developer and Performance editions organizations created after June 14, 2012 and for Enterprise and Unlimited Editions it’s available with an additional cost.

Enable live agent for your organization

To enable Live agent follow the below instructions

  • Click on Name | Setup | App Setup | Customize | Live agent | Settings
  • Click on Enable Live Agent check-box as shown in below screen shot
Enable Enable Live Agent
Enable Enable Live Agent

Objects related to live agent

As soon as you enable this feature few object auto created for your organization, those are

Live Chat Visitors – The Live Chat Visitor tab contains information about visitors that have participated in chat sessions. Below you can see sample live chat visitor record

Live Chat Visitor
Live Chat Visitor

Live Chat Transcripts :- The Live Chat Transcripts tab contains the transcripts of completed chat sessions. Below you can see sample live chat transcript record

Live Chat Transcript
Live Chat Transcript

Live Chat Transcript Events:- Contain all information that contains  chat request, accept request or route details  and Visitor Left. Below you can see sample live chat transcript event record

Live Chat Transcript Events
Live Chat Transcript Events

Live Agent Sessions:- This Live Agent Sessions tab contains information about agent session, time spent online , time spent on chat etc. Below you can see sample live chat session  record

Live Agent Session
Live Agent Session

Live Agent Supervisor :-This tab contains information about your department’s chat buttons and chat agents, all in one place. It will look like below screen shot

Live Agent Supervisor
Live Agent Supervisor

Live Agent :- This tab contains information about Chat transcript and from here you can launch live agent console.

Live Agent
Live Agent

Quick Text :- Quick Text lets users create standard messages, such as greetings and answers to common questions, which support agents can easily insert into communications with customers. Quick Text is automatically enabled for organizations that have enabled Live Agent. If you want to create quick text click on Quick text (Tab) | New and fill the details as per your choice, you can take help from below screen shot

Quick Text
Quick Text

Setting up live agent users

As soon as you enable live agent for your organization , next step is create user or grant existing user to required permission so they can work as live agent. To do that go to user record and select live agent user (feature licenses) check-box as shown in below screen shot

Setting up live agent
Setting up live agent

Note:- 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.

Enable skills and assign them to users

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

  • Click on Name | Setup | App Setup | Customize | Live agent | Skills
  • Click on New button, it will redirect you to a new page from where you can create new skills
  • Enter Name, Users and Profile that have this skill then click on Save ,as shown in below screen shot
Create New Skills
Create New Skills

Chat Buttons and Automated Invitations

You need to create the buttons that visitors click to start chats. A button consists of several lines of JavaScript that you copy and paste into Web pages. Each button lets you refine the chat experience for visitors. For example, your organization could have different buttons for personal computer, laptop, or tablet issues. Each button is mapped to a different skill to make sure that visitors’ inquiries only go to agents who have the ability to solve their problems. To Create Chat button follow the below instructions

  • Click on Name | Setup | App Setup | Customize | Live agent | Chat buttons and Automated Invitations
  • Click on New button, it will redirect you to a new page from where you to fill all required details to create new chat button
Create New Chat Buttons and Automated Invitations
Create New Chat Buttons and Automated Invitations
  • As soon as you click on Save you will get Chat button code, copy this code in notepad. It will look like below screen shot
Chat Button Code
Chat Button Code

Create Deployments

To create deployment follow the below instructions

  • Click on Name | Setup | App Setup | Customize | Live agent | Deployments
  • Click on New button, and fill all required details as shown in below screen shot
Create Deployments
Create Deployments
  • Click on Save, Salesforce will give you deployment code, it will look like below screen shot
Deployment Code
Deployment Code

Create a HTML page with “Chat Buttons” and “Deployments” code

First paste Chat button code then Deployment code add HTML tag into notepad, for best performance, paste the code right before the closing body tag (that is, </body>). replace the Online Chat Content and Offline Chat Content comments from Chat button code, below screen shot refer sample HTML page you can take reference from here 

Sample HTML Code
Sample HTML Code

It’s time to test this feature

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

Launch Agent Console
Launch Agent Console

As soon as you launch it will open live agent console for you. Now open HTML page created by you and Click the link to chat with the Live Agent and you will get below screen

Connecting to live agent
Connecting to live agent

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

Live Agent Console View
Live Agent Console View

In below screen you can see conversation between live agent and user

Output

Note:- You can also use Live agent in Salesforce console or in the Force.com site.

In Spring’14 release Salesforce introduce few new feature related to live agent, that are followings

1) Transfer Files During a Chat—Pilot -->Give Live Agent customers the ability to upload and transfer files to agents during a chat so they can easily share important information without leaving their chat window.

2) Supervisor Tab Available in Salesforce Console –> Add the Supervisor tab to the Salesforce console to give your Live Agent supervisors easy access to information about their agents activities without disrupting supervisors’ workflow.

3) Attach Records to Chat Transcripts –> Search for existing records or create new ones to attach to a transcript when you chat with Live Agent customers in the Salesforce console, giving you easy access to information related to the chat.

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8 thoughts on “Setting up live agent in Salesforce

    […] Chatter group data cleansing through visual workflow (Flow) 2) Setting up live agent in Salesforce 3) Survey Powered by Visual Workflow 4) Auto select automatically follow records that I […]

    Like

      Geeta Kushwaha said:
      April 27, 2014 at 1:16 PM

      Could you please explain how to route requests as per agent skills ? E.g. I have defined three skills – English, Korean and Chinese. Now created one button for each skill. Click on Chinse button is sending request to user understand english only. Could you please help ?

      Like

        Rakesh Gupta responded:
        April 27, 2014 at 1:36 PM

        please check Skills that you defined for all three language.

        Like

    neha said:
    April 29, 2014 at 10:37 AM

    In which object should the inputs coming from a post chat survey form be stored?

    Like

    Neha Sonawane said:
    May 2, 2014 at 4:09 PM

    Chat Survey is nothing but a Post Chat form.

    Like

    ikyatha said:
    August 13, 2014 at 12:40 PM

    how much may be Price for Live Agent in salesforce for EnterPrise edition ???( “for Enterprise and Unlimited Editions it’s available with an additional cost.”)

    Like

      Rakesh Gupta responded:
      August 13, 2014 at 1:42 PM

      I will suggest you to ask your Account Executive to contact Salesforce.com for Pricing.

      Like

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