An Introduction to Salesforce Chat 2023

Updated:

October 26, 2023

⏱️ 6 minutes

Are you someone who is looking for ideas to expand an organization’s customer support options and get done with the frustrating service circus? We all know that if organizations don’t respond to their customers’ concerns, then the organization cannot grow.

So, the option of Live Chat has the potential to overcome this hurdle while managing your customer queries and concerns.

While learning about the Salesforce Chat, also explore the details about one more interesting application of Salesforce- Salesforce Data Loader.

The guide will help you understand the importance of Live Chat in the Salesforce ecosystem and how it is a valuable tool for businesses and organizations.

What is Salesforce Live Chat (Live Agent)?

Various organizations already use live agent Salesforce solutions every day to handle customer queries. This chat Salesforce feature helps companies provide a more personalized experience to customers using the platform.

Web Chat in Salesforce is one of many channels, including Live Chat for mobile, voice calls, video calls, and Live Chat for messaging. Web Chat consists of various components in Salesforce:

Chat: This agent component enables support agents to engage in conversational messaging within the console.
Omni-Channel: Serving as the delivery channel, Omni-Channel assigns chat requests to appropriate agents.
Embedded Service: Catering to the customer side, Embedded Service offers an optimized chat box for mobile browsers. Its objective is to ensure a seamless chat experience, whether the customer uses a mobile phone or a desktop.

Therefore, Salesforce Live Chat is an embedded live chat service provided by the Salesforce platform for organizations with limited support teams. Companies can integrate this feature into their websites or applications, allowing communication with customers on the web while remaining on the site or app.

This system enables the support team to be available 24/7 for their customers, responding promptly when customers need their attention.

Steps to Set Up Live Agent in Salesforce

Consider the following steps to set up Live Agent in Salesforce:-

Enable Live Agent. Search and Choose Live Agent from the setup Classic in Salesforce. Click Save after choosing ‘Enable Live Agent.’
Once you enable the Live Agent, the following options will be auto-updated:- Live Chat Transcripts, Live Visitors, Live Sessions, Live Agent Supervisor, Quick Text, and Live Agent.
Search and choose Users to build Live Agent Users from the setup Classic in Salesforce. Next to a User’s name, select Edit. Click Save after choosing Live Agent User.
Search and Choose Skills to create Live Agent Skills from the setup. Click New and fill up a Skill name for the skill. Choose the required users from the Assign Users Area. You can choose the needed Users Profile from the Assign Users Profile option.
Search and choose the Live Agent Configuration from the setup option to build the Live Agent Configuration. Click New and select the settings for Live Agent Configuration.
To deploy the Live Agent, choose Live Agent Deployment from the setup. And Select the settings for Deployment after clicking New. Click Save. The Salesforce platform will generate a deployment code. Please copy and paste it to the Web Page where you wish to deploy it.
Search and choose Chat Buttons & Invitations from the setup to create the Chat Button. Click New and choose the Chat Button from the Type Field. Select the setting for the Chat Button and save it.

Let us now consider some advantages of using the Salesforce Live Agent feature.

Advantages of the Salesforce Chat (Live Agent)

It allows simple, fast interaction with the users in real-time.
You can gather valuable information and save it during a live chat with the customers.
You can quickly solve their issues, and the saved information can help you report in the future.
It is the perfect tool to get maximum adequate returns when you have a limited number of employees.
It empowers organizations enabling multiple client handling with accountability. Each agent can manage multiple clients simultaneously on a single screen.
Organizations can reduce the workload of phone support teams by diverting customer traffic with the help of Salesforce Chat.

Consider some of the valuable features of Salesforce Live Agent.

Features of the Salesforce Live Agent

Live Chat support in real-time.
Service in multiple languages.
Personalised messages.
Private messaging.
Agent Coaching in real-time.
Instant message session metrics.
Agent Queue monitoring.
Customer chat view.
Accessible customer profile.
Snap-ins.

The Whisper Message feature of the Salesforce Live Agent is a fascinating one. It allows communication between the agent and the supervisor. That means the agent can interact with the supervisor while already being on the chat and not allowing customers to view the conversation. In this way, the supervisor can direct the agent in handling the customer relationship specifically.

There is another fascinating feature in Salesforce Live Agent. It is called Auto-Greeting. Organizations can fix texts to greet their customers when they begin the chat. It means all chat texts start with the same message from the organization.

To Sum Up

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Salesforce Live Chat is a valuable tool for organizations looking to enhance customer satisfaction. It enables organizations to maintain constant communication with their customers, addressing their queries quickly and efficiently. This live chat Salesforce feature can be available 24/7 to cater to customers’ needs.

This guide explained the features and deployment steps of Salesforce Chat. Sign Up now to learn about more tools and features of the Salesforce platform.

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Frequently Asked Questions (FAQs)

1. What is the new name of Salesforce live agent?

The new name for Salesforce Live Agent is “Salesforce Chat.” Salesforce rebranded the Live Agent feature to provide a more comprehensive solution that includes multiple channels and a seamless chat experience.

2. What is Salesforce Chat?

Salesforce Chat, previously known as Salesforce Live Agent, is an embedded live chat service provided by the Salesforce platform for organizations to enhance their customer support. It allows real-time communication between customers and support agents, helping businesses address customer queries promptly and efficiently.

3. What are the benefits of Salesforce Chat?

Some benefits of Salesforce Chat include the following:

Real-time customer support
Personalized customer interactions
Ability to handle multiple customers simultaneously
Reduced workload for phone support teams
Improved customer satisfaction
Faster issue resolution

4. Who uses Salesforce Chat?

Salesforce Chat is used by organizations across various industries to enhance their customer support services. Companies with limited support teams or those looking to improve their customer engagement can benefit significantly from Salesforce Chat.

5. How much does Salesforce Chat cost considering the different plan options?

The cost of Salesforce Chat depends on the specific Salesforce Service Cloud edition and pricing plan you choose. Here’s a breakdown of the pricing for each plan:

Essentials: $25 USD/user/month (billed annually)
Professional: $75 USD/user/month (billed annually)
Enterprise: $150 USD/user/month (billed annually)
Unlimited: $300 USD/user/month (billed annually)

Keep in mind that these prices are for the Salesforce Service Cloud, which includes the Salesforce Chat feature, among other tools and services. For more detailed pricing information, it’s best to visit the Salesforce website or contact their sales team.

6. How does Salesforce Chat work?

Salesforce Chat, formerly recognized as Salesforce Live Agent, is a live chat service embedded within the Salesforce platform for enterprises, facilitating real-time interactions between customers and support representatives. The Web Chat in Salesforce encompasses several elements:

Chat: An agent component that allows support representatives to participate in messaging conversations within the console.
Omni-Channel: This acts as the distribution channel, routing chat requests to suitable agents.
Embedded Service: Addressing the customer end, it provides a chat box optimized for mobile browsers, ensuring a smooth chat experience on both mobile and desktop devices.

7. How do I manage Salesforce Chat agents?

Allocate agents to particular skills to ensure that chat requests are routed to agents possessing the relevant expertise.
Utilize Salesforce setup to formulate and manage agent profiles, delegate permissions, and define their availability.
Utilize the Live Agent Supervisor feature to oversee agent performance and availability.

8. How do I view Salesforce Chat reports?

Proceed to the Reports tab within Salesforce.
Search for either Live Agent or Salesforce Chat reports.
Customize and execute these reports to obtain insights into chat metrics, agent efficacy, customer contentment, and additional pertinent data.

9. How do I troubleshoot Salesforce Chat problems?

Confirm that agents are online and accessible.
Examine chat settings and configurations within Salesforce.
Keep an eye on the Apex Debug Log for possible errors or issues.
Refer to Salesforce documentation and forums for solutions to prevalent problems.

10. How to integrate Salesforce Chat with other Salesforce products?

Salesforce Chat can be integrated with other Salesforce products like Salesforce Service Cloud and Salesforce CRM. This integration facilitates seamless data exchange and amplifies customer support capabilities. To integrate Salesforce Chat with other Salesforce products, use the native integration options within Salesforce Setup. Link it with Service Cloud for customer support, Sales Cloud for lead capture, and Marketing Cloud for personalized campaigns. Ensure you have the necessary permissions and follow the guided setup wizards for seamless integration.