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Chat for Administrators
Salesforce Summer

salesforcedocs
Last updated May

as are other names and marks Other marks appearing herein may be trademarks of their respective owners

Chat for Administrators
Create a Basic Implementation
Customize Your Implementation
Set Up Chat in the Salesforce Console in Salesforce Classic
Use OmniChannel with Your Existing Chat Implementation

Index

CHAT FOR ADMINISTRATORS

Welcome to Chat for administrators With Chat your support organization can leverage the
comprehensive customer service tools that are available in the Salesforce console while providing
realtime chat support
As an administrator you can set up and customize Chat for your users including agents and support
supervisors Chat is easy to set up and highly customizable You can enable a suite of features that
your agents and supervisors can use to assist customers
Watch a Demo

Chat Configuration Salesforce Classic English only

A few major steps are involved in enabling setting up and deploying Chat in your Salesforce org

Lets get started
Create a Basic Chat Implementation
Before you customize Chat you need to create the basic Chat implementation for your Salesforce
org After you complete the basic setup steps youll have a functioning Chat implementation
that your agents can use to chat with customers
Customize Your Chat Implementation
After you set up your basic Chat implementation customize it with solutions that are appropriate
for your agents supervisors and customers Chat offers several options for customizing your
implementation declaratively which means that no coding is required
Set Up Chat in the Salesforce Console in Salesforce Classic
After you set up and customize your basic Chat implementation add it to the Salesforce console
so that your agents and supervisors can start using chat to assist customers Additionally you
can set up some other features in the Salesforce console to create an even more robust chat
experience for your agents and your customers

EDITIONS

Chat is available in
Salesforce Classic and
Lightning Experience
Chat is available in
Performance Editions and
in Developer Edition orgs
that were created after June

Chat is available in
Unlimited Edition and
Enterprise Edition with the
Service Cloud

USER PERMISSIONS

To set up Chat
Customize Application
To create user profiles or
permission sets
Manage Profiles and
Permission Sets

Use OmniChannel with Your Existing Chat Implementation
Are you loving Chat and want to add OmniChannel to the mix Heres what changes for you and your organization and not for
your agents

USER PERMISSIONS

To set up Chat
Customize Application
To create user profiles or
permission sets
Manage Profiles and
Permission Sets

Available in Unlimited Edition and Enterprise Edition with the Service Cloud

Watch a Demo

Chat Configuration Salesforce Classic English only

Enable Chat
Get started with Chat by enabling it for your Salesforce org After you enable Chat you can customize it
Create Chat Users
Before your users can assist customers with chat you need to assign the users as Chat users Chat users are support agents and
supervisors who have the Salesforce permissions to assist customers with chat
Create and Assign Chat Skills
Skills identify your agents areas of expertise When you assign an agent to a skill that agent receives chat requests that are related
to the agents skill areas You can also empower your supervisors to assign skills to agents This information applies to Chat routing
for chats only
Create Chat Configurations
Chat configurations define the functionality thats available to your agents and support supervisors when agents chat with customers
Create Chat configurations to control the functionality of Chat in the Salesforce console
Create Chat Deployments

A deployment is a place on your companys website thats enabled for Chat Create deployments to implement Chat and control its

functionality on your website
Create Chat Buttons
Create chat buttons to enable customers to request a chat with an agent directly from your website
Customize Your Chat Branding with Salesforce Sites
To customize your Chat implementation with branding images use a Salesforce Site to upload the images for your chat window
and chat buttons

USER PERMISSIONS

To enable Chat
Customize Application

Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June

Available in Unlimited Edition and Enterprise Edition with the Service Cloud

From Setup in Salesforce Classic enter Chat Settings in the Quick Find box then select Chat Settings
Select Enable Chat
Click Save

Create Chat Users
Before your users can assist customers with chat you need to assign the users as Chat users Chat
users are support agents and supervisors who have the Salesforce permissions to assist customers
with chat
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June

Available in Unlimited Edition and Enterprise Edition with the Service Cloud

USER PERMISSIONS

To create or edit users
Manage Internal Users
To enable agents to use
Chat

API Enabled

administrative
permission

All Chat users need the API Enabled administrative permission enabled on their associated profile before they can use Chat

From Setup in Salesforce Classic enter Users in the Quick Find box then select Users
Click Edit next to a users name
Select Chat User If you dont see this checkbox verify that your support organization has purchased enough Chat feature
licenses
Click Save
After creating users make sure that you assign them a Chat configuration and associate them with the appropriate skills
Permissions for Chat Support Agents
Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to
customers

Chat for Administrators

Create Chat Users

API Enabled

Required for all Chat users

Object Permissions
Record Type

Permission

Description

Considerations

Chat Sessions

Read

Enables agents to
view session
records

We dont recommend giving agents the ability to create edit and delete
session records Session records are created automatically and are meant
to provide a paper trail with information about the time that agents
spend online so we dont recommend giving agents the ability to
change these records

Live Chat Visitors

Read

Enables agents to We dont recommend giving agents the ability to create edit and delete
view visitor records visitor records Visitor records are created automatically and are meant
to provide a paper trail that associates your customers with their chat
transcripts so we dont recommend giving agents the ability to change
these records

Live Chat
Transcripts

Read

Enables agents to
view chat
transcripts

We dont recommend giving agents the ability to create edit and delete
chat transcripts Transcripts are created automatically and are meant to
provide a paper trail about your agents interactions with customers so
we dont recommend giving agents the ability to change these records

Chat for Administrators

Create Chat Users

Record Type

Permission

Description

Considerations

Quick Text

Read

Enables agents to
view quick text
messages and
include quick text
in chats

Without the Read permission on quick text agents cant access the
quick text sidebar in the Salesforce console

Create

Enables agents to
create quick text
messages

If you want to standardize quick text messages across your organization
limit your agents ability to create quick text messages In that case give
the Create permission to support supervisors instead

Edit

Enables agents to
edit quick text
messages

If you want to standardize quick text messages across your support
organization limit your agents ability to edit quick text messages In
that case give the Edit permission to support supervisors instead

Delete

Enables agents to
delete quick text
messages

If you want to standardize quick text messages across your organization
limit your agents ability to delete quick text messages In that case give
the Delete permission to support supervisors instead

API Enabled

Required for all Chat users

Optional Permission

Description

Assign Chat Skills to Users

Enables supervisors to assign skills to agents

Chat for Administrators

Create Chat Users

Object Permissions
Record Type

Permission

Description

Considerations

Chat Sessions

Read

Enables supervisors to view
session records

None

Create

Enables supervisors to create
session records

Session records are created automatically and
are meant to provide a paper trail that
provides information about the time that
agents spend online We dont recommend
tampering with these records but you can
give supervisors the ability to create them
manually

Edit

Enables supervisors to edit session Session records are created automatically and
records
are meant to provide a paper trail that
provides information about the time that
agents spend online We dont recommend
tampering with these records but you can
give supervisors the ability to edit them

Delete

Enables supervisors to delete
session records

Read

Enables supervisors to view chat None
transcripts

Create

Enables supervisors to create chat Chat transcripts are created automatically and
transcripts
are meant to provide a paper trail about your
agents interactions with customers We dont
recommend tampering with these records
but you can give supervisors the ability to
create transcripts manually

Edit

Enables supervisors to edit chat
transcripts

Delete

Enables supervisors to delete chat Chat transcripts are created automatically and
transcripts
are meant to provide a paper trail about your
agents interactions with customers We dont
recommend tampering with these records
but you can give supervisors the ability to
delete transcripts

Live Chat Transcripts

Chat transcripts are created automatically and
are meant to provide a paper trail about your
agents interactions with customers We dont
recommend tampering with these records
but you can give supervisors the ability to edit
transcripts

Chat for Administrators

Create Chat Users

Record Type

Permission

Description

Live Chat Visitors

Read

Enables supervisors to view visitor None
records

Create

Enables supervisors to create
visitor records

Edit

Enables supervisors to edit visitor Visitor records are created automatically and
records
are meant to provide a paper trail that
associates your customers with their chat
transcripts We dont recommend tampering
with these records but you can give
supervisors the ability to edit them

Delete

Enables supervisors to delete
visitor records

Read

Enables supervisors to view Quick None
Text messages

Create

Enables supervisors to create
Quick Text messages

Edit

Enables supervisors to edit Quick None
Text messages

Delete

Enables supervisors to delete
Quick Text messages

Quick Text

USER PERMISSIONS

To create skills
Customize Application
To assign skills supervisors
Assign Chat Skills to
Users

Available in Unlimited Edition and Enterprise Edition with the Service Cloud

Note The Skill object is visible to all users No user permissions are needed to view skills
From Setup enter Skills in the Quick Find box then select Skills
Click New
Enter a name for the skill
For example you can create a skill thats called Accounts for agents who specialize in questions about customer accounts
In the Assign Users area select the users whom you want to associate with the skill
In the Assign Profiles area select the profiles that you want to associate with the skill
Click Save
To enable supervisors to assign skills enable the Assign Chat Skills to Users permission on their profiles or assign it to individual users
via a permission set When supervisors have this permission they can go to Setup Customize Chat Skills and update the assigned
profiles or users under each skill

Create Chat Configurations
Chat configurations define the functionality thats available to your agents and support supervisors
when agents chat with customers Create Chat configurations to control the functionality of Chat
in the Salesforce console
Available in Salesforce Classic

USER PERMISSIONS

To create and edit
configurations
Customize Application

Available in Performance Editions and in Developer Edition orgs that were created after June

Available in Unlimited Edition and Enterprise Edition with the Service Cloud

For efficiency create profiles and users before you create configurations That way you can create a configuration and assign it to users
and profiles at the same time
Chat configurations enable you to control your users access to certain Chat features You can create multiple configurations that define
Chats functionality for multiple types of users For example you might create a configuration specifically for experienced agents that
gives them more permissions than new agents have or you might create a configuration for support supervisors that gives them the
permissions that they need to monitor their employees

Chat for Administrators

Create Chat Configurations

From Setup in Salesforce Classic enter Chat Configurations in the Quick Find box then select Chat Configurations
Click New
Choose the settings for your Chat configuration
Click Save
Chat Configuration Settings
Chat configuration settings control the functionality thats available to agents and their supervisors while agents chat with customers
Supported Browsers for Chat Notifications
Chat notifications help agents respond to chats efficiently by alerting agents when certain events occur The types of chat notifications
that are supported are determined by the web browsers your agents use

Sets the API name for this configuration

Chat Capacity

Indicates how many chats an agent who is assigned to this configuration can be engaged in at
the same time

Sneak Peek Enabled

Indicates whether agents can see what a chat customer is typing before the customer sends a
chat message

Request Sound Enabled

Indicates whether to play an audio alert when the agent receives a new chat request

Disconnect Sound Enabled Indicates whether to play an audio alert when a chat is disconnected
Notifications Enabled

Indicates whether to display a desktop alert when an agent receives a new chat request

Chat for Administrators

Create Chat Configurations

Setting

What It Does

Custom Agent Name

Sets the agents name in the chat window

Auto Greeting

Sets a customized greeting message that the customer receives automatically when an agent
accepts the customers chat request
Optionally use merge fields to customize the information in your greeting by using the Available
Merge Fields tool For example you can personalize the chat experience by using merge fields
to include the customers name in the greeting
Note If you specify an automatic greeting message in both your Chat configuration
and in an individual chat button the message thats associated with your chat button
overrides the message thats associated with your configuration

Auto Away on Decline

Sets the agents Chat status to Away automatically when the agent declines a chat request
This option applies only when agents are assigned to chat buttons that use Chat push routing

Auto Away on Push
TimeOut

Sets an agents Chat status to Away automatically when a chat request thats been pushed to
the agent times out
This option applies only when agents are assigned to chat buttons that use Chat push routing

Critical Wait Alert Time Determines the number of seconds that the agent has to answer a customers chat before the

chat tab alerts the agent to answer it
Agent File Transfer
Enabled

Indicates whether an agent can enable customers to transfer files through a chat

Visitor Blocking Enabled Indicates whether an agent can block visitors from an active chat within the Salesforce console

See Let Your Agents Block Visitors by IP Address

Assistance Flag Enabled Indicates whether an agent can send a request for help raise a flag to a supervisor

Chatlets
Chatlets are tools that are available only to organizations that use the Chat console The Chat console is no longer supported so we
dont recommend setting up chatlets But dont worryif you use Chat in the Salesforce console you dont need chatlets

Assign Users
Assign eligible users to the configuration to give them access to Chat functionality Later youll see that you can also assign profiles to
a configuration If a user is assigned a configuration at the profile and user levels the userlevel configuration overrides the configuration
thats assigned to the profile
Warning Users can be assigned to only one Chat configuration at a time If you assign the same user to a second Chat configuration
the system removes that user from the first Chat configuration without warning you So make sure that you know exactly which
Chat configuration each user should be assigned to

For example lets say that User A is assigned to Chat Configuration A Then you create Chat Configuration B and accidentally assign

User A to it Salesforce automatically removes User A from Chat Configuration A and reassigns the user to Chat Configuration B

without notifying you

Chat for Administrators

Create Chat Configurations

Setting

What It Does

Available Users

Indicates the users who are eligible to be assigned to the
configuration

Selected Users

Indicates the users who are assigned to the configuration

Assign Profiles
Assign eligible profiles to the configuration to give users who are associated with the profiles access to Chat functionality If a user is
assigned a configuration at the profile and user levels the userlevel configuration overrides the configuration thats assigned to the
profile
Setting

What It Does

Available Profiles

Indicates the user profiles that are eligible to be assigned to the
configuration

Selected Profiles

Indicates the user profiles that are assigned to the configuration

Supervisor Settings Chat Routing Only
Supervisor settings determine the Chat functionality thats available to support supervisors In addition these settings determine the
default filters that apply to the Agent Status list in the supervisor panel
Setting

What It Does

Chat Monitoring Enabled

Indicates whether supervisors can monitor their agents chats in
real time while their agents interact with customers

Whisper Messages Enabled

Indicates whether supervisors can send private messages to agents
while agents chat with customers

Agent Sneak Peek Enabled

Indicates whether supervisors can preview an agents chat
messages before the agent sends them to the customer

Default Agent Status Filter

Determines the default agent status such as Online Offline or
Away by which to filter agents in the supervisor panel
When supervisors view the Agent Status list in the supervisor panel
they see a list of agents who have that status
Determines the default skill by which to filter agents in the
supervisor panel

Default Skill Filter

When supervisors view the Agent Status list in the supervisor panel
they see a list of agents who are assigned to that skill
Determines the default button by which to filter agents in the
supervisor panel

Default Button Filter

When supervisors view the Agent Status list in the supervisor panel
they see a list of agents who are assigned to that button

DOWNLOAD

CONTENTS

CHAT FOR ADMINISTRATORS

A few major steps are involved in enabling setting up and deploying Chat in your Salesforce org

EDITIONS

USER PERMISSIONS

SEE ALSO

USER PERMISSIONS

A deployment is a place on your companys website thats enabled for Chat Create deployments to implement Chat and control its

SEE ALSO

USER PERMISSIONS

USER PERMISSIONS

API Enabled

All Chat users need the API Enabled administrative permission enabled on their associated profile before they can use Chat

SEE ALSO

API Enabled

SEE ALSO

API Enabled

SEE ALSO

USER PERMISSIONS

USER PERMISSIONS

SEE ALSO

Sets the API name for this configuration

See Let Your Agents Block Visitors by IP Address

For example lets say that User A is assigned to Chat Configuration A Then you create Chat Configuration B and accidentally assign

User A to it Salesforce automatically removes User A from Chat Configuration A and reassigns the user to Chat Configuration B