Salesforce Web Chat

Discover the power of real-time customer support through Web Chat and Live Agent on Salesforce:

• Understand Web Chat: Learn how companies can offer instant support and enhance customer service experiences.
• Explore Key Components: Dive into the essential elements of Web Chat, including the Chat Console, Omni-Channel, Embedded Services, and Einstein Bots.
• Live Agents Configuration: Gain insights into setting up Live Agents for efficient real-time assistance.
• Case Creation and Management: Find out how agents can create and manage cases directly from chats, ensuring a 360-degree customer view.
• Supervisor Oversight: Learn about the Supervisor Panel for monitoring and improving agent performance and customer support quality.

Let’s get started!

Web Chat

• Companies can leverage Web Chat and Live Agent to offer real-time support to Customers.
• It allows customers to communicate with service agents while on the company website, via customer portals, or by receiving chat invitations or pop-ups while surfing a company’s website.

Components of Web Chat

• Chat Console – Support agents use the Chat Console to send and receive messages.
• Omni-Channel – Omni-Channel routes chat requests to the right agent based on availability and skills.
• Embedded Services – Create a customizable chat window that customers use to get the help they need.
• Einstein Bots – Handle routine requests and gather pre-chat information to help save time for the agents & customers.

Setting Up Live Agents

• Customers or visitors can get real-time assistance from an online Live Agent user through the company website.
• Customers or visitors can initiate the chat by clicking on a link or an invitation pop-up on the webpage.
• Chats are routed to the service agents based on the Agents’ skills setup in Salesforce, allowing agents to help customers and solve their queries faster.

Live Agents Configuration

To configure Live Agents

• Navigate to Setup and search for Live Agents.
• Click “Setting” and select “Enable Live Agent”.
• Once the live agent has been enabled, navigate to user records and ensure that the users who need to be configured as live agents are Service Cloud Users and Live Agent Users.

Users can access Live Agent only through the Service Console application.

Next, ensure that either the profiles of the live agent users are updated or a permission set is assigned to provide read access on the following objects:

• Live Chat Transcripts
• Live Agent Sessions
• Live Chat Visitors

Case Creation through Agent Chat

1. Salesforce shows the agent a 360-degree view of the customer when the agent accepts a customer’s chat request. This view includes contact information and information on the cases created earlier.
2. The agent can link an existing case with the chat or create a new one from the chat with the customer.
3. Any file uploaded to the chat by the customer can be attached to the related case record.
4. The conversations that happen through Live Agent are private. However, they can be added to a related case record and are shared with the users who already have read access to that case record.
5. The Live Agent transcript record contains details about the chat such as start time, owner, and other field-level details like the Account and/or the Case the chat is associated with.
6. The Live Agent can also be associated with Entitlements.
7. This enables the agent to determine the level of service the customer is eligible for. The agents can support customers only if they have a valid contract.

Supervisor Panel

• The Live Agent Supervisor Panel can be enabled to allow supervisors to oversee employees, ensuring that the agents provide the best possible customer support.
• The Service Console houses the Supervisor/Omni Supervisor Panel. This allows users to access the panel without switching out of the Service Console app.
• While configuring the Service Console app, the users can display all the tabs related to Live Agent.
• Example: Live Agent Sessions and Live Agent Supervisor tabs. Live Agents and other users access these tabs based on the tab visibility and the object level permissions.

Supervisor Panel Components

• Agent Summary – A view of the current status of reps, channels, workload, etc.
• Queue Backlog – Shows queues’ priority, type, configured work size, and wait time.
• Assigned Work – Shows a breakdown of the work that’s in the queues.
• Skills Backlog – Overview of the pending work items and the skills that are required to address these work items. Skills-based routing needs to be enabled to show the Skills Backlog tab.

Use Case

The administrator at Sun Solar has been asked to implement Web Chat quickly to support the company’s service process. What is the easiest way to get Web Chat up and running?

Solution: Chat With Customers Recommended Setup

Reason: The Chat Guided Setup Flow available in the Service Setup can be used by the administrator to set up Web Chat without hassle quickly.

Conclusion

In wrapping up, the integration of Web Chat and Live Agent into your Salesforce setup can significantly transform how you provide real-time support, elevating both customer satisfaction and service efficiency. By understanding the configuration, case management, and strategic use of the Supervisor Panel, your team is well-equipped to deliver superior customer experiences.

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