What is Live Agent
Now days customers expect fast replies and quick resolutions. With Live Agent web chat, We can give them quicker responses to their queries. Live Agent provide users the ability to interact with the agents through web chat to get more information about specific product or queries
Process 1) Follow below Step to Setup Live Agent
Step 1 :- Open live Agent Setting
Customize --> Live Agent----> Live Agent Setting
Step 2:- Enable Live Agent
Click on Enable Live Agent Chat Box and click on save button
Once you will enable the Live Agent below object will auto created in your org.
- Live Chat Visitors
- Live Chat Transcripts
- Live Chat Transcript Events
- Live Agent Sessions
- Live Agent Supervisor
- Live Agent
- Quick Text
Setup--> My Setting -> Advanced User Details--> Then click on Live Agent User checkbox
Step 4:- Set Skill
Click on Setup --> Live Agent --> Skill
Then Click on new button and setup skill like below screen
Step 5:- Upload Online and Offline Image
Upload online and offline image in "Static Resource"
Step 6:- Setup Chat Buttons & Invitations
Setup--> Customize -->Live Agent --> Chat Button & Invitation.
then click on New Button. And add all below detail
Once you will click on Save button the chat button code will come
Copy Above Script and keep with you
Step 7:- Create Deployment
Click on Setup-> Customize --> Live Agent--> Deployments
Then click on New button and provide all below detail
Then click on Save button. After Saving Deployment code will come like below
Copy the Deployment code.
Create the HTML page with Chat Button Code (Step 6) and Deployment Code.
NOTE:- First you need to copy Chat Button Code then Deployment Code.
Now you all Set with live Agent Configuration
Process 2) Now Setup the Agent Console ( Console App )
Step 1:- Open App Wizard
Setup--> Create --> App
Step 2:- Create new Console App
Click on new button then select console button
While creating the App on Step 6 select the "Include Live Agent in this App" check box like below
Now All Set. We can test the same now
Process 3) How To Test
Click on HTML page which you created in process 1 Step 7.
Once you page will open and Agent is not online the below Html page will show you offline image
Once Agent will come online from agent console then image will change on client HTML page
How Agent will come online
Step 1:- Select Live Agent Console App
Step 2) Then from the Live Agent Click on Online button
Now All Set Agent is online :)
Step 3) Refresh you HTML page
Once Agent will login the HTML will show you online image like below
Accept chat from agent console
Thanks,
Amit Chaudhary