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Live Agent Administrator

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Live Agent for Administrators
Salesforce Spring

salesforcedocs
Last updated February

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

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

Index

LIVE AGENT FOR ADMINISTRATORS

Welcome to Live Agent for administrators Live Agent is a comprehensive chat solution that makes
it easy for your support organizations agents and support supervisors to assist customers With Live
Agent 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 Live Agent for your users including agents and
support supervisors Live Agent 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

Live Agent Configuration Salesforce Classic English only

A few major steps are involved in enabling setting up and deploying Live Agent in your Salesforce

org Lets get started
Create a Basic Live Agent Implementation
Before you customize Live Agent you need to create the basic Live Agent implementation for
your Salesforce org After you complete the basic setup steps youll have a functioning Live
Agent implementation that your agents can use to chat with customers
Customize Your Live Agent Implementation
After you set up your basic Live Agent implementation customize it with solutions that are
appropriate for your agents supervisors and customers Live Agent offers several options for
customizing your implementation declaratively which means that no coding is required
Set Up Live Agent in the Salesforce Console in Salesforce Classic
After you set up and customize your basic Live Agent 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

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

Live Agent is available in
Unlimited Edition and
Enterprise Edition with the
Service Cloud

USER PERMISSIONS

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

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

SEE ALSO

Live Agent for Support Agents Salesforce Classic
Live Agent for Support Supervisors Salesforce Classic

Live Agent for Administrators

Create a Basic Live Agent Implementation

Create a Basic Live Agent Implementation
Before you customize Live Agent you need to create the basic Live Agent implementation for your
Salesforce org After you complete the basic setup steps youll have a functioning Live Agent
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 Live Agent
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

Live Agent Configuration Salesforce Classic English only

Enable Live Agent
Get started with Live Agent by enabling it for your Salesforce org After you enable Live Agent you can customize it
Create Live Agent Users
Before your users can assist customers with chat you need to assign the users as Live Agent users Live Agent users are support
agents and supervisors who have the Salesforce permissions to assist customers with chat
Create and Assign Live Agent 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 Live Agent
routing for chats only
Create Live Agent Configurations
Live Agent configurations define the Live Agent functionality thats available to your agents and support supervisors when agents
chat with customers Create Live Agent configurations to control the functionality of Live Agent in the Salesforce console
Create Live Agent Deployments

A deployment is a place on your companys website thats enabled for Live Agent Create deployments to implement Live Agent

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 Live Agent Branding with Salesforce Sites
To customize your Live Agent implementation with branding images use a Salesforce Site to upload the images for your chat window
and chat buttons

SEE ALSO

Customize Your Live Agent Implementation
Add Live Agent to the Salesforce Console

Live Agent for Administrators

Enable Live Agent

Enable Live Agent
Get started with Live Agent by enabling it for your Salesforce org After you enable Live Agent you
can customize it

USER PERMISSIONS

To enable Live Agent
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 Live Agent Settings in the Quick Find box then select Live Agent Settings
Select Enable Live Agent
Click Save

Create Live Agent Users
Before your users can assist customers with chat you need to assign the users as Live Agent users
Live Agent 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 Live
Agent

API Enabled

administrative
permission

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

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

Live Agent for Administrators

Create Live Agent Users

Permissions for Live Agent Support Supervisors
You must enable certain permissions for Live Agent support supervisors so that they have all the tools they need to monitor agents
activities and review customers information

SEE ALSO

Create Live Agent Configurations
Profiles
Create and Assign Live Agent Skills

Permissions for Live Agent Support Agents
Enable a few specific permissions for Live Agent 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 Live Agent users

Object Permissions
Record Type

Permission

Description

Considerations

Live Agent
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

Live Agent for Administrators

Create Live Agent 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

Live Agent Session Records
Live Agent Transcripts
Live Agent Visitor Records
Edit Object Permissions in Profiles

Permissions for Live Agent Support Supervisors
You must enable certain permissions for Live Agent 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 Live Agent users

Optional Permission

Description

Assign Live Agent Skills to Users

Enables supervisors to assign skills to agents

Live Agent for Administrators

Create Live Agent Users

Object Permissions
Record Type

Permission

Description

Considerations

Live Agent 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

Live Agent for Administrators

Create Live Agent 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

Live Agent Session Records
Live Agent Transcripts
Live Agent 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

Live Agent for Administrators

Create and Assign Live Agent Skills

Create and Assign Live Agent 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 Live Agent 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 Live Agent 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 Live Agent 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 Live Agent Skills and update
the assigned profiles or users under each skill

Create Live Agent Configurations
Live Agent configurations define the Live Agent functionality thats available to your agents and
support supervisors when agents chat with customers Create Live Agent configurations to control
the functionality of Live Agent 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
Live Agent configurations enable you to control your users access to certain Live Agent features You can create multiple configurations
that define Live Agents 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

Live Agent for Administrators

Create Live Agent Configurations

From Setup in Salesforce Classic enter Live Agent Configurations in the Quick Find box then select Live Agent
Configurations
Click New
Choose the settings for your Live Agent configuration
Click Save
Live Agent Configuration Settings
Live Agent configuration settings control the functionality thats available to agents and their supervisors while agents chat with
customers
Supported Browsers for Live Agent Notifications
Live Agent 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 Live Agent Users

Live Agent Configuration Settings
Live Agent 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 Live Agent configuration

Basic Information
Configure the basic functionality thats available to agents when they chat with customers
Setting

What It Does

Live Agent Configuration Name of this configuration
Name
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

Live Agent for Administrators

Create Live Agent Configurations

Setting

What It Does

Notifications Enabled

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

Custom Agent Name

Sets the agents name as it appears to customers 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 Live Agent 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 Live Agent status to Away automatically when the agent declines a chat
request
This option applies only when agents are assigned to chat buttons that use Live Agent push
routing

Auto Away on Push
TimeOut

Sets an agents Live Agent 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 Live Agent 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 Live Agent in the Live Agent console The Live Agent console is no
longer supported so we dont recommend setting up chatlets But dont worryif you use Live Agent in the Salesforce console you
dont need chatlets

Assign Users
Assign eligible users to the configuration to give them access to Live Agent 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

Live Agent for Administrators

Create Live Agent Configurations

Warning Users can be assigned to only one Live Agent configuration at a time If you assign the same user to a second Live
Agent configuration the system removes that user from the first Live Agent configuration without warning you So make sure
that you know exactly which Live Agent configuration each user should be assigned to

For example lets say that User A is assigned to Live Agent Configuration A Then you create Live Agent Configuration B and

accidentally assign User A to it Salesforce automatically removes User A from Live Agent Configuration A and reassigns the user

to Live Agent Configuration B without notifying you

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 Live Agent 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 Live Agent Routing Only
Supervisor settings determine the Live Agent 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

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