Once the User Clicks the Chat with Agent (Agent Status must be available for Chat in Service Console- Omni Channel) the Chat request appears on the Omni Channel for the Agent who can Accept it and Start Chatting with the Client.Ĭreation of Einstein Bot and Linking it with the Chat Button:Īdding a Greeting Message for the Customer in Einstein BOT:ĭeactivate the BOT and Add the Message to Greet the Client in the Welcome Dialog. ![]() We create an Embedded Service deployment with default settings and branding selection.Ĭreate a Visual force page and get the Embedded Service Code Snippets – Get Code and add it to the Visualforce Page between the and.īefore clicking the Preview button on Visual for page for testing the chat feature, ensure that in the Service Console – Omni Channel the Agent is Set to Status: Available – Chat so that it can receive the incoming Chat. Your Embedded Service deployment uses your Chat deployment and chat button to provide a chat window that you embed in your website. The permission set is called Chat Setup Flow (with developer name Live_Agent_Setup_Flow). To make sure that your team has access to the presence statuses we create, we make a permission set that assigns the presence statuses to the users you select in the setup flow. Permission Set with Presence Statuses Assigned to Users The Chat status makes the user available to accept chats only. We create three presence statuses for your team to use: Available - Chat, On Break, and Busy. Presence statuses are how users go online in Omni-Channel. These users are also granted the necessary user permissions to chat with customers in the console. We assign Service Cloud User and Chat User licenses to the users you select during the flow. It only means the Chatbot is not yet integrated with the Chat Feature. Here in the above Screen shot if we notice In Chat Button – the Einstein Bot Configurations is Blank. Verify the Chat Button Name and in the Chat, Button verify the Queue and associated Agents - User and Routing Type are as we provided input in the Guided Chat Set up Flow in the above steps. The Chat Button, the Queue, Agents Added in the Queue and the Embedded Snippets Code created in the Above Chat Flow Creation: Review what is being created with the Guided Chat Set up Flow: Just follow the Steps shown in the screenshots below: Let’s get Started with the Guided Chat Setup Flow. Several other activities are done in the background which makes it easy to set up - Enabling Chat and Omni-Channel, Service Channel for Chats, Basic Omni-Channel Setup, Assigned User Licenses, Presence Statuses, Permission Set with Presence Statuses Assigned to Users, Chat Deployment and Chat Button, Embedded Service Deployment, Omni-Channel Utility.Using the Embedded Chat code snippets to allow chat on your website.Creating an offline support form so your customers can log a case while your team is away. ![]() Selecting which records you want to link with your chats. ![]() Specifying the website where you want customers request a chat.Setting up chat routing with Omni-Channel.The setup flow gets you started with Omni-Channel routing for chats, the Chat Console, and Embedded Service. Salesforce recommends the use of Guided setup flow Use a guided setup flow to create a basic implementation, then customize it to your liking. Then, add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience. The First step towards creating a Smart Chatbot is to Set up Chat so that your support agents use a Lightning console app to chat with customers.
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