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Chat for Administrators
Salesforce Summer
salesforcedocs
Last updated May
Copyright salesforcecom inc All rights reserved Salesforce is a registered trademark of salesforcecom inc
as are other names and marks Other marks appearing herein may be trademarks of their respective owners
CONTENTS
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
SEE ALSO
Chat for Support Agents Salesforce Classic
Chat for Support Supervisors Salesforce Classic
Chat for Administrators
Create a Basic Chat Implementation
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
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June
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
SEE ALSO
Customize Your Chat Implementation
Add Chat to the Salesforce Console
Chat for Administrators
Enable Chat
Enable Chat
Get started with Chat by enabling it for your Salesforce org After you enable Chat you can customize
it
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
Permissions for Chat Support Supervisors
You must enable certain permissions for Chat support supervisors so that they have all the tools they need to monitor agents
activities and review customers information
SEE ALSO
Create Chat Configurations
Profiles
Create and Assign Chat 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
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
General Permissions
Necessary Permission
Description
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
SEE ALSO
Chat Session Records
Chat Transcripts
Chat Visitor Records
Edit Object Permissions in Profiles
Permissions for Chat Support Supervisors
You must enable certain permissions for Chat support supervisors so that they have all the tools they need to monitor agents activities
and review customers information
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
General Permissions
Necessary Permission
Description
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
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 delete them
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
SEE ALSO
Chat Session Records
Chat Transcripts
Chat Visitor Records
Edit Object Permissions in Profiles
Considerations
Visitor records are created automatically and
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 create them
manually
Visitor records are created automatically and
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 delete them
None
None
Chat for Administrators
Create and Assign Chat Skills
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
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June
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
SEE ALSO
Create Chat Users
Chat Configuration Settings
Chat configuration settings control the functionality thats available to agents and their supervisors while agents chat with customers
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
Apply settings when you create or edit a Chat configuration
Basic Information
Configure the basic functionality thats available to agents when they chat with customers
Setting
What It Does
Chat Configuration Name Name of this configuration
This configuration name or a version of it automatically becomes the Developer Name
Developer Name
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