How to Implement Live Agent

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Enable Live Agent

 
  1. From Setup in Salesforce Classic, enter Live Agent Settings in the Quick Find box, then select Live Agent Settings.
  2. Select Enable Live Agent.
  3. Click Save.
 

Create Live Agent Users


All Live Agent users need the API Enabled administrative permission enabled on their associated profile before they can use Live Agent.
  1. From Setup in Salesforce Classic, enter Users in the Quick Find box, then select Users.
  2. Click Edit next to a user’s name.
  3. Select Live Agent User. If you don’t see this checkbox, verify that your support organization has purchased enough Live Agent feature licenses.
  4. Click Save.

After creating users, make sure that you assign them a Live Agent configuration and associate them with the appropriate skills.
 

Create and Assign Live Agent Skills


User Permissions Needed

To create skills: Customize Application
To assign skills (supervisors): Assign Live Agent Skills to Users
  1. From Setup, enter Skills in the Quick Find box, then select Skills.
  2. Click New.
  3. Enter a name for the skill.
  4. For example, you can create a skill that’s called “Accounts” for agents who specialize in questions about customer accounts.
  5. In the Assign Users area, select the users whom you want to associate with the skill.
  6. In the Assign Profiles area, select the profiles that you want to associate with the skill.
  7. Click Save.

To enable supervisors to assign skills, enable the “Assign Live Agent Skills to Users” permission on their profiles, or assign it to individual users via a permission set. When supervisors have this permission, they can go to Setup | Customize | Live Agent Skills and update the assigned profiles or users under each skill.

 

Create Live Agent Configurations


User Permissions Needed

To create and edit configurations: Customize Application

For efficiency, create profiles and users before you create configurations. That way, you can create a configuration and assign it to users and profiles at the same time.

Live Agent configurations enable you to control your users’ access to certain Live Agent features. You can create multiple configurations that define Live Agent’s functionality for multiple types of users. For example, you might create a configuration specifically for experienced agents that gives them more permissions than new agents have, or you might create a configuration for support supervisors that gives them the permissions that they need to monitor their employees.
  1. From Setup in Salesforce Classic, enter Live Agent Configurations in the Quick Find box, then select Live Agent Configurations.
  2. Click New.
  3. Choose the settings for your Live Agent configuration.
  4. Click Save.


Live Agent Configuration Settings
Live Agent configuration settings control the functionality that’s available to agents and their supervisors while agents chat with customers.
Supported Browsers for Live Agent Notifications
Live Agent notifications help agents respond to chats efficiently by alerting agents when certain events occur. The types of chat notifications that are supported are determined by the web browsers your agents use.
 

Create Live Agent Deployments


User Permissions Needed

To create deployments: Customize Application

To customize the chat window that your customers see, you first need to create a Salesforce site to host your custom images.

A deployment consists of a few lines of JavaScript that you add to a Web page. Your organization can have a single Live Agent deployment or multiple deployments. For example, if you have a single service center that supports multiple websites, creating a separate deployment for each site enables you to present multiple chat windows to your visitors.
  1. From Setup in Salesforce Classic, enter Deployments in the Quick Find box, then select Deployments.
  2. Click New.
  3. Choose the settings for your deployment.
  4. Click Save.
  5. Salesforce generates the deployment code.
  6. Copy the deployment code, and then paste it on each Web page where you want to deploy Live Agent. For best performance, paste the code immediately before the closing body tag (that is, </body>).
  7. Note: If you’re using security zones in Internet Explorer 9, verify that your deployment and any website that hosts that deployment are in the same security zone. Due to an issue with Internet Explorer, it’s not possible to launch a chat window from a website that’s in a different security zone. For more information on security zones, refer to Internet Explorer help.
  8. Note: If you move instances for an instance refresh or org migration, regenerate the code using these steps after the maintenance is complete.M.li>
Live Agent Deployment Settings
Live Agent deployment settings control the functionality that’s available to agents and their supervisors while agents chat with customers.
Permitted Domains and Live Agent Deployments
To enhance security and minimize the number of illegitimate chat requests that you receive, use the permitted domains option when you create Live Agent deployments. There are a few considerations to keep in mind when you use permitted domains.
 

Create Chat Buttons


User Permissions Needed

To create and customize chat buttons: Customize Application

Before you create chat buttons, you need to:
  • Create skills. Each chat button is associated with a particular skill or set of skills so that chats that are initiated from the button are routed to the appropriate agents.
  • Create a Salesforce site and static resources to use custom images for the online and offline versions of your button. If you don’t have a Salesforce site, you can specify online and offline button images or text by modifying the code that’s generated when you create a button.

You need to create the buttons that visitors click to start chats. Like a deployment, a button consists of several lines of JavaScript that you copy and paste into Web pages. A single deployment can have multiple buttons; each button enables you to refine the chat experience for visitors. For example, your service deployment might have buttons for personal computer, laptop, or tablet issues. Each button is mapped to a skill or set of skills to ensure that visitors’ inquiries go to only those agents who can solve the visitors’ problems.
  1. From Setup in Salesforce Classic, enter Chat Buttons in the Quick Find box, then select Chat Buttons & Invitations.
  2. Click New.
  3. Select Chat Button from the Type field.
  4. Choose the remaining settings for your chat button.
  5. Click Save.
  6. Copy the button code, and then paste it on each Web page where you’ve deployed Live Agent. Make sure that you paste the code in the area on the page where you want the button to appear.
  7. Tip: Because the code changes with each modification, remember to copy and paste the code each time that you update the button.

Chat Button Settings
Chat button settings control the behavior of the chat buttons that customers use to interact with agents. Chat Routing Options
Routing options in Live Agent enable you to specify how incoming chat requests are directed to agents. Chat Queuing Options
Queuing options in Live Agent let you control how incoming chat requests are handled when no agents are available.

 

Customize Your Live Agent Branding with Lightning Platform Sites


To customize your Live Agent implementation with branding images, use a Lightning Platform site to upload the images for your chat window and chat buttons.

User Permissions Needed

To create and edit Lightning Platform sites: Customize Application

To customize your chat window and chat buttons, you need to create one or more Lightning Platform sites and then upload the images that you want to use as static resources. Static resources enable you to upload content that you can reference in a Visualforce page. Each static resource has its own URL that Salesforce uses to access the images when the chat window loads.
  1. Create a Lightning Platform site to host your images.
  2. When you create a Lightning Platform site for your Live Agent deployment, you need to provide only the following information:
  3. A site label and site name
  4. A site contact
  5. The active site’s home page
  6. A site template
  7. Upload your branding images as static resources.

Note: The maximum size for a standard chat window images is 50 pixels.