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Live Agent Support Agents

Live Agent Support Agents

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Live Agent for Support Agents
Salesforce Spring

salesforcedocs
Last updated February

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CONTENTS

Live Agent for Support Agents
Assist Customers with Chat
Transfer Chats to an Agent Skill or Button
View Customer Records in the Salesforce Console

Index

LIVE AGENT FOR SUPPORT AGENTS SALESFORCE CLASSIC

Welcome to Live Agent for support agents Live Agent is a comprehensive chat solution that makes
it easy for you to support customers This information applies only to Live Agent in Salesforce Classic

EDITIONS

As a support agent you assist dozens of customers with their support issues every day Live Agent
is a chat solution thats fully integrated with the rest of Salesforce making it easy for you to access
all the information you need about your customers in a single workspace In addition Salesforce
leverages the power of the Service Cloud giving you access to important tools like a knowledge
base and predefined support messages that let you assist your customers and close cases more
quickly

Live Agent is available in
Salesforce Classic and
Lightning Experience

Whether youre a seasoned veteran or new to Live Agent there are several tools at your disposal
that make it easy to assist multiple customers at the same time with chat Lets get started
Assist Customers with Chat
Use Live Agent to quickly help your customers solve issues
Transfer Chats to an Agent Skill or Button
Live Agent chats can be transferred to another agent skill or button so your customers always
receive the highestquality help from the most relevant sources This information applies to
chats routed with Live Agent routing only
View Customer Records in the Salesforce Console
Salesforce automatically creates some records when a chat ends These records store information
about chat customers and their interactions with agents View these records in the console in
Salesforce Classic

SEE ALSO

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 chat with visitors in Live
Agent in the Salesforce
console
Live Agent is enabled
set up and included in
a Salesforce console
app

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

Assist Customers with Chat
Use Live Agent to quickly help your customers solve issues

USER PERMISSIONS

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

To chat with visitors in Live
Agent in the Salesforce
Live Agent is enabled
set up and included in
a Salesforce console
app

Live Agent for Support Agents Salesforce Classic

Change Your Live Agent Status

Using Live Agent in the Salesforce console gives you access to several other Service Cloud products that let you assist customers in a
comprehensive way
Change Your Live Agent Status
Change your Live Agent status to control when youre available to receive new and transferred chats
Chat with Customers
Accept incoming chat requests to begin chatting with customers in a Salesforce console app
Access Customer Details During a Chat
When you accept a chat request a details tab for that chat opens automatically The details tab includes information about the visitor
and lets you look up records related to the chat such as contacts and cases
Send Quick Text Messages in Chats
Send chat customers predefined messages to respond more quickly You can create quick text for greetings notes answers to
common questions and more
Transfer Files During a Chat
Give customers the ability to upload and transfer files during a chat so they can easily share more information about their issues
Attach Articles to Live Agent Chats
Use the Knowledge One widget to find articles that help solve customer issues during chats
Attach Records to Chat Transcripts
Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce console app
Block Unwanted Chat Customers
You can block chats from troublesome customers right from the Salesforce console For example if a customer is using abusive
language or sending spam messages you can block that user from starting a new chat
End a Chat Session
End a chat session after youve finished chatting with a customer and updating the records related to their chat

Change Your Live Agent Status
Change your Live Agent status to control when youre available to receive new and transferred
chats
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 chat with visitors in Live
Agent in the Salesforce
console
Live Agent is enabled
set up and included in
a Salesforce console
app

In Live Agent you can set your online status to online away or offline When you exit Live Agent your status automatically changes to
offline and any active chat sessions end
Click the Live Agent footer widget to open the chat monitor
Click the dropdown arrow in the upper right corner of the chat monitor to view your status options
Select your status

Live Agent for Support Agents Salesforce Classic

Chat with Customers

Live Agent Statuses
Live Agent statuses define how you can interact with customers while youre online away or offline

Live Agent Statuses
Live Agent statuses define how you can interact with customers while youre online away or offline
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

Status

Description

Online

You can receive and accept incoming chats and transfers

Away

You can continue any chat sessions youve already started but you cant accept incoming chats or transfers

Offline

You cant accept incoming chats or transfers and no chats can be routed to you

Chat with Customers
Accept incoming chat requests to begin chatting with customers in a Salesforce console app
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 chat with visitors in Live
Agent in the Salesforce
console
Live Agent is enabled
set up and included in
a Salesforce console
app

When you receive a new chat or transfer request the pending request appears in your chat monitor
You can see the deployment or website the chat came from the customers name if its available and the number of minutes the
request has been waiting to be answered
You can chat with several customers at the same time Each chat sessions opens in a separate primary tab
In the chat monitor click Accept on the chat request
The chat log opens in a new primary tab
Type your message to the customer in the message field

Click Send or hit ENTER on your keyboard to send your message to the customer

Click End Chat when youre done assisting the customer

Live Agent for Support Agents Salesforce Classic

Access Customer Details During a Chat

If the customer ends the chat first a notice appears in the chat log

SEE ALSO

Send Quick Text Messages in Chats
Attach Articles to Live Agent Chats
Transfer Chats
Transfer Files During a Chat
Attach Records to Chat Transcripts
End a Chat Session

Access Customer Details During a Chat
When you accept a chat request a details tab for that chat opens automatically The details tab
includes information about the visitor and lets you look up records related to the chat such as
contacts and cases
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

To search for a record type a name in the relevant box in the Related Entities section of the
page then click
list and click Save

To associate a record you find to the chat select it from the search results

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

In older organizations you could access records and visitor details from the Related Entities
panel during chats However starting with Summer the Related Entities panel in the details
tab isnt available for new Live Agent customers Existing customers will continue to have access to the Related Entities panel
Once you associate an existing record to the chat click the name of the record to open it in a new tab
To create a new record click New Case New Lead New Contact or New Account

Send Quick Text Messages in Chats
Send chat customers predefined messages to respond more quickly You can create quick text for
greetings notes answers to common questions and more
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 access quick text while
chatting with visitors in Live
Agent
Read on Quick Text

Live Agent for Support Agents Salesforce Classic

Transfer Files During a Chat

Note If you dont have access to quick text contact your Salesforce admin
While chatting with a customer open the quick text browser

In Salesforce Classic on Mac OS or Windows type in the message field

In Lightning Experience type one of the following commands in the message field

Mac OS Cmd

Windows Ctrl

A list of quick text messages displays Recently used messages display first

To see additional quick text messages type a word or phrase

A list of messages that include those words appears

To see the title and full text of a message hover over it or highlight it using the arrow keys on your keyboard
The full message displays in the preview panel
To select a message and add it to your chat click it or use your keyboard to highlight it and then press Enter
To send the message click Send or press Enter on your keyboard

SEE ALSO

Create Quick Text Messages

Transfer Files During a Chat
Give customers the ability to upload and transfer files during a chat so they can easily share more
information about their issues
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 use the Salesforce
console
Live Agent is enabled
and set up

AND

Live Agent is set up in a
Salesforce console app

For example if a customer encounters an error when trying to complete a process they can upload
and transfer a screenshot of the error message to the agent
Before a customer can upload a file you must associate the chat with a record such as a case or a contact Because the chat transcript
isnt created until you end the chat you cant attach a customers file directly to the transcript during the chat

The file size cant exceed MB

Click

to search for or create a record to attach to the chat

Click the file transfer icon

Note A customer cant upload a file until you initiate the file transfer by clicking the file transfer icon This restriction helps

prevent customers from uploading unsolicited or potentially dangerous files into the chat
Select the record you chose in the first step to attach the transferred file to
The customer receives a prompt to upload their file to the chat window

Live Agent for Support Agents Salesforce Classic

Attach Articles to Live Agent Chats

When the customer has sent the file through the chat click the link in the chat log to view the file

Attach Articles to Live Agent Chats
Use the Knowledge One widget to find articles that help solve customer issues during chats
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June

USER PERMISSIONS

To search for and view an
article
Read on the article type

Available in Unlimited Edition and Enterprise Edition with the Service Cloud

The Knowledge One widget is only available if your Salesforce org uses Salesforce Knowledge and your Salesforce admin has included
the tool in your Salesforce app
Note Attaching articles to a chat using the Share button is supported only in Salesforce Classic

When chatting with a visitor click an article from the list in the Knowledge One widget A tab with the full text of the article opens

To search for a specific article in the list type a word or phrase in the text box in the widget and click

or press ENTER

Alternatively click
at the top of the widget to search all articles including articles not in the list The main widget search
gives you the option of limiting your results to specific types of articles
To filter your search results click Filters and choose how you want to restrict your search
When you find the article you want click
then click Share
The text of the article appears in the chat text box

To send the article to the visitor click Send or press ENTER on your keyboard

Note You can send articles to visitors only if your admin has set up a Chat Answer field on articles If this field isnt set up
you can view articles but cant include them in chats

SEE ALSO

Set Up Chat Answers from Knowledge Articles

Live Agent for Support Agents Salesforce Classic

Attach Records to Chat Transcripts

Attach Records to Chat Transcripts
Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce
console app
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

Find existing records or create new ones to associate with a transcript as you chat with customers
For example you can create a new case based on the customers issue or search for the customers
existing contact record and attach these records to the transcript for later reference You can attach
standard or custom records to your chat transcripts

While chatting with a customer click

to attach a record to the transcript

Note You can only attach one of each type of record to a chat transcript For example
you cant attach more than one case to a single transcript
To search for an existing record
a

Click the search icon
search for

in the records window next to the type of record you want to

Click the attach icon

To search for and view a
record
Read on the object

AND

Create on Live Chat
Transcripts
To create a new record
Create on the object

AND

Create on Live Chat
Transcripts
To edit a record
Edit on the object

AND

Create on Live Chat
Transcripts
To delete a record
Delete on the object

AND

b Type the name of the record and hit ENTER

The record opens in a new tab
c

USER PERMISSIONS

Create on Live Chat
Transcripts

again

d Select the check box next to the record you searched for to link it to the chat transcript
To create a new record
a

Click the create icon

next to the type of record you want to create

b Complete the information in the new record and save it
The record will automatically link to the transcript once the record is created
After you complete the chat with the customer exit the chat
If prompted click Save
The records you linked are now attached to the transcript You can access them from the transcripts detail view

SEE ALSO

Live Agent Transcripts

Live Agent for Support Agents Salesforce Classic

Block Unwanted Chat Customers

Block Unwanted Chat Customers
You can block chats from troublesome customers right from the Salesforce console For example
if a customer is using abusive language or sending spam messages you can block that user from
starting a new 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 chat with visitors in Live
Agent in the Salesforce
console
Live Agent is enabled
set up and included in
a Salesforce console
app

Blocking a chat ends the chat and blocks any new chat requests coming from that users IP Internet Protocol address

If your Salesforce org is receiving many spam chats from a particular region your administrator can block entire ranges of IP addresses

In the interaction pane click the

icon

Optional Enter a comment explaining why youre blocking this visitor
Click Block
When you click Block you immediately end the chat and the visitor sees a notification that an agent ended the chat If multiple agents
are engaged in a conference Block immediately ends the conference and the other agents are also notified
If you dont see the
address

icon in your console contact your Salesforce admin to enable it Only a Salesforce admin can unblock an IP

End a Chat Session
End a chat session after youve finished chatting with a customer and updating the records related
to their 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 chat with visitors in Live
Agent in the Salesforce
console
Live Agent is enabled
set up and included in
a Salesforce console
app

After you end a chat with a customer the primary and secondary tabs related to that chat remain open in your console Close them to
save your work and free up space to take on more chats
Close the primary tab for the chat
If prompted click Save

Live Agent for Support Agents Salesforce Classic

Transfer Chats to an Agent Skill or Button

Transfer Chats to an Agent Skill or Button
Live Agent chats can be transferred to another agent skill or button so your customers always receive the highestquality help from the
most relevant sources This information applies to chats routed with Live Agent routing only
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

Just as you forward an email or pass a case to another agent you can transfer a Live Agent chat Transferring is useful when a customer
has an issue that another agent can solve or requires an agent with a particular skill How the chat gets to the next agent depends on
the kind of transfer you use
There are three types of transfers Transfer to Agent Transfer to Skill and Transfer to Button To ensure that your customers get help as
quickly as possible certain chat transfer types can exceed agents configured capacity You can set agent capacity through the Live
Agent Configuration If your organization uses OmniChannel you can set agent capacity through the Presence Configuration
Type of Transfer

Scenario

Method of Transfer

Can Exceed Configured
Agent Capacity

Transfer to Agent

You want to transfer the chat to A chat request is sent to Agent Yes

Agent Jane because shes the Jane If she accepts the request
perfect fit for the case
the chat is transferred to her
and your chat workspace closes

Transfer to Skill

You want to forward the chat to A chat request is sent to all

Yes
an agent who has the skill
agents assigned to the skill and
billing specialist
the chat is transferred to the first
agent to accept it

Transfer to Button

You want to transfer a chat from The chat is transferred to an
No
the sales queue to the service available agent assigned to the
queue
selected button or queue

When chats are transferred directly to an agent or skill group the transferred chats are allowed to exceed the accepting agents capacity
As a result agents always receive a chat request even if theyre handling the maximum allowed number of chats If the transfer request
is rejected or times out the original agent can try another recipient or transfer method
If an agent selects User All Users with Skill then the chat transfer request is broadcast to all agents who are available
who have that skill As a result multiple agents can hear the incoming chat notification for a few seconds If an agent immediately accepts
the chat transfer or has autoaccept enabled the request is no longer shown to the other agents but the agents might continue to hear
the notification sound for a few seconds
Chats routed from buttons or queues always respect the configured agent capacity So agents assigned to that button or queue dont
receive the transfer requestor any other chat requestsuntil they have open capacity But dont worry customers still wont get stuck
waiting for another agent When a chat is sent to the next queue its added into the list of incoming chats by its age so it will appear
higher up than brandnew chat requests

Live Agent for Support Agents Salesforce Classic

Transfer Chats

When an agent accepts a transferred chat the records attached to the chat transcript like a case or contact open alongside the chat in
the workspace The accepting agent has the information to start assisting the customer right away without having to search for related
records These records are also uptodate because the previous agent is prompted to save any changes when the transfer is initiated
When an agent accepts a transferred chat only the chat is transferred to the agent Ownership of related records such as a case arent
transferred to the agent
Note If the accepting agent doesnt have permissions to view one or more of the attached objects those items wont open in
the transferred workspace
Transfer Chats
You can transfer chat sessions to other agents when a customer needs extra help with an issue or to make room for new requests
Send a Chat Conferencing Request
As wise as support agents are sometimes a single support agent doesnt have all the information thats required to solve a customers
problem Chat conferencing lets you invite one or more agents into your customer chats That way your agents can turn boring
chats into veritable support parties for your customersall without disrupting the flow of conversation Send a chat conferencing
request to ask another agent to join you in a customer chat
Request Help with a Chat
When you need help with a chat you can raise a virtual flag to alert a supervisor Supervisors are alerted that you need help and
they can respond directly via the console

Transfer Chats
You can transfer chat sessions to other agents when a customer needs extra help with an issue or
to make room for new requests
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

While chatting with a customer click Transfer

USER PERMISSIONS

To chat with visitors in Live
Agent in the Salesforce
console
Live Agent is enabled
set up and included in
a Salesforce console
app

Live Agent for Support Agents Salesforce Classic

Transfer Chats

Select a transfer option from one of the menus

Note There are options for each type of transfer thats enabled for your Salesforce org If you dont see the option you need
ask your administrator to add it for you
Optional Write a message for the agent receiving the chat This message is part of the chat request to provide context for the next
agent

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