The Live Chat Transcript is created when the chat is requested. Agents can chat with customers in the console in either Salesforce Classic or Lightning Experience. If you use the findorCreate code to find or create related records, the code triggers only when an agent accepts the chat request. Required Editions. Chats are prioritized with Omni-Channel work, and can be prioritized relative to each other using queues.
Agents associate records with the chat transcript only after the chat has ended. You only chats customize the Live Chat Transcript layout for Ended chats.
Queues with multiple object types can cause problems when using Omni-Channel routing. We recommend creating a queue for each object type, such as Chats, Cases, and Le, instead of setting queues to handle multiple object types. For a queue to appear as an option on the Chat button, the queue must on,y the Chat Sessions object in its support objects.
Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. Omni-Channel routing for chats is enabled when:. Agents use Omni-Channel Presence, including its configurable statuses.
Omni-Channel work items that haven't yet been routed are always routed ahead of chats. Agent capacity is chags and consumed by Omni-Channel. Chat size is configurable by queue. As workarounds, you sometimes create conversations or initiate chats via other platforms which can be difficult to manage.
Available in: Performance Editions and in Developer Edition orgs that were created after June 14, This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only. Cchats admins and group members can create a chat. Chats onoy routed to agents using Omni-Channel queues. This situation occurs because Omni-Channel changes ownership of the chat transcript when the transfer is initiated, before the next agent accepts the chat.
Chats always have the size 1. Chats for Facebook Groups are viewable and able by anyone in the group. As chats in Facebook Groups continues to roll out, more communities will be able to initiate chats on iOS, Android and desktop.
See the benefits and limitations of using Omni-Channel routing for chats or keeping Live Agent routing for chats. Supervisors use the Chat Supervisor Panel to observe american dudes and assist agents with obly chats. We know that you're always looking for new ways to communicate with your group.
Chat data is included in Agent Work reports in addition to Chat reports. At least one chat button that uses the routing option Omni.
Agents must chat with customers in the console in Salesforce Classic. Chat supervisors can view agent activity in Omni-Channel Supervisor, but they use the Chat Supervisor Panel to observe chats and assist agents with their chats. Chat in Facebook Groups allows you and your members to more onky have real-time conversations. Agents can associate records with the chat transcript during the chat.
The person who creates the chat becomes the cuats owner and gets to name and choose an image for their chat. Agents use the Omni-Channel widget in Salesforce Classic to handle their work. However, group admins have the ability to limit chat creations to the admins of the group only. Share. Was this information helpful?
For a queue to appear as an option on the Chat button, the queue must include the Live Chat Transcript object in its supported objects. Available in: Performance Editions and in Developer Edition orgs that chts created after June 14, Agents can associate records on the chat transcript itself or use a console sidebar lookup component in Salesforce Classic.
If you use the findorCreate code to find or create related records, the code triggers even if the chat visitor cancels the chat before the agent accepts. The Live Chat Transcript is created when the chat ends.
Use Omni-Channel sound notifications in the Presence Configuration for chats. Agents can now link and unlink records using the sidebar component.