Hello…..
Salesforce.com : Live Agent for business (Part 1)
Today I am going to talk about an interesting topic Live Agent. Yes the name is intuitive correct ?
Live Agent is a comprehensive chat solution that makes it easy for your organization’s agents and support supervisors to assist customers in real time. You might have used the live agents from various different vendors. Now a day you might have noticed on various sites where you can chat with someone to take purchasing decision or answer a support query. The usage of this feature is growing more and more. So let’s see how we can have a live agent installed and used for us.
Before we can start, here are some pre-requirements:
- Live Agent is enabled in your organization.
- Your administrator has granted you a Live Agent feature license. Although you can customize the product without a feature license, having one will allow you to access and test your customizations.
- You’ve created a Force.com site and uploaded images as static resources for your chat buttons and windows. If you plan to customize Live Agent without using a Force.com site, skip this step.
Live agent works with rest api , something like this link : https://demo-phx.salesforceliveagent.com/chat/rest/
To start with create a deployment:
Deployment helps hosting Live Agent on your website. Each deployment includes a chat window; which visitors use to chat with different agents.
You can customize your Live Agent deployments using the Deployment API to meet your needs. After completing these steps, the deployment code generates for you to place on the pages that you want to enable for chat and tracking.
Steps:
From Setup, enter Deployments in the Quick Find box, then select Deployments.
- Click New.
- Enter a name for the deployment.
- Enter a title for the chat window.
- Select Allow Visitors to Save Transcripts to let visitors download a copy of the chat session.
- If you want to use branding images that you’ve hosted on a Force.com site, select the site to associate it with the deployment.
- In Chat Window Branding Image, select the graphic to appear in the chat window.
- In Mobile Chat Window Branding Image, select the graphic that visitors using mobile devices see in the chat window.
- Click Save. Salesforce generates the deployment code.
Copy the deployment code and paste it on each Web page where you want to deploy Live Agent.
Deployment Window:
After deployment save page the below will be a sample code generated.
Enable logging:
You can enable logging in the chat for debugging and helping the development process, by adding liveagent.enableLogging(); to the code. As depicted below.
<body>
<h1>Demo Live Agent</h1>
<script type=’text/javascript’ src=’https://demo-phx.salesforceliveagent.com/content/g/js/36.0/deployment.js’></script>
<script type=’text/javascript’>
liveagent.init(‘https://demo-phx.salesforceliveagent.com/chat’, ‘572dummyfields’, ’00D__orgid’);
liveagent.enableLogging();
</script>
</body>
To be continued:
This was part 1. We can go slowly to get this setup. Wait for the next part soon. You can also subscribe to get emails when there is a new article is published. This was you will be up-to-date from this site activities.
Keep reading and sharing …. 🙂
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