Salesforce Live Agent

Now a day the competition has raised its bar and in each industry everyone believes in quick reception to his/her queries. Live agent is an awesome functionality provided by salesforce for managing chats with client contact on various standard object/Custom objects. It enables the external users to have a web chat with agents to know more about their product queries (or solution)

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.

Steps to enable Live agent for an Org:

1. Navigate through Name>Setup>App Setup>Customize>Live Agent>Settings

2. Check the checkbox for “Enable Live agent”.

3. Enable Live Agent user check box in your user detail page. 
(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.)

4. After enabling live agent for your org, several objects are automatically enabled and created in your org e.g.

a.       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

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

c.       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

d.      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

e.      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

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

g.       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

Setup Skills for the Live Agent

1. Go to Name>Setup>App Setup>Customize>Live Agent>Skills.

2. Create new Skill by clicking “New” Button.(as shown below)

3. After setting Skills, Go to Name>Setup>App Setup>Customize>Live Agent>Chat Buttons and create one by clicking “New” (as shown below).

4. Select type, Name, Skills (Mandatory fields). Also you can set various other attributes like Custom agent name, Auto greeting message, Language, online image, offline image etc.

5.  After setting up button, the detail page would provide a code snippet for chat button copy the code and paste it in a text file.

6. Then Go to Name>Setup>App Setup>Customize>Live Agent>Deployment. Create a Deployment record by inserting required fields (or you can customize it according to the company branding). After creating deployment record it would also result in a short code snippet. Copy this code snippet and paste it in same file(as previous) and save it as filename.Html

Test the Live agent:  You have to embed this live agent configuration into an application

1. Create a Service Cloud Console Application from Create --> Apps and click "New" button.

2.  While creating a service cloud Application enable the checkbox for “Include Live agent in this App” and choose the records or pages to open as sub tabs

After Creating App in Salesforce, Select the App and Open the .html file which contains the code snippet generated during the process. On click of online image on html page, A Request to Agent would be sent to accept the Chat Conversation. After the agent accept the chat, they can start chatting and the agent can save or create appropriate object record related to this chat conversation.(as shown below)