How to queue Chats when all agents are busy in Salesforce?
"Enable Queue" in the Chat Button can be used to queue incoming Chats when all agents are busy(Agents are at full capacity assisting other customers). We can define Queue Size Per ....
Tag: Salesforce Service Cloud
End Salesforce Chat Conversation using Einstein Bot
In the BOT, use End Chat Rule.Output:
Validation in Salesforce Embedded Service Deployment Pre-Chat
lightningsnapin/basePrechat can be used in Lightning Web Component LWC to validate customer input on the pre-chat before invoking the Chat in Salesforce Embedded Service Deployment. Sample Lightning Web Component: HTML: ....
How to pass Pre-Chat data from Chat to Einstein Bot in Salesforce?
1. Create a custom field in Case object to get the values from Pre-Chat. 2. Create a custom field in Chat Transcript object to store the values from Pre-Chat. 3. ....
How to calculate Agent total spent time on Chat in Salesforce?
Report on Agent Work object/entity can be used to calculate Agent total spent time on Chat in Salesforce. 1. Create a Report Type on Agent Work entity. 2. Create a ....
Salesforce Pre Chat for Embedded Service using Lightning Aura Component
Sample Code: Aura Component: <aura:component implements="lightningsnapin:prechatUI"> <lightningsnapin:prechatAPI aura:id="prechatAPI"/> <aura:handler name="init" value="{!this}" action="{!c.onInit}" /> <aura:attribute name="startBool" type="Boolean" default="false"/> <aura:attribute name="errorBool" type="Boolean" default="false"/> <aura:attribute name="firstName" type="Boolean" default="false"/> ....
Calling Apex from Salesforce PreChat API
Sample Code: <aura:component implements="lightningsnapin:prechatUI" controller="PreChatController"> If you are using Site, then do the below steps. 1. Go to the Site. 2. Click Public Access Settings. 3. Add the Apex Class to the Apex Class ....
Block Visitor or Spam Block from Chat Salesforce
1. Create a Chat Agent Configuration. 2. Enable "Visitor Blocking Enabled". 3. Add Agents or their profiles to it. 4. Now agents can view Block icon. Block Unwanted Chat customers:https://help.salesforce.com/articleView?id=sf.live_agent_block_IPs_enduser.htm&type=5 ....
How to assign the Chat to other available agents when the agent is not accepting the Chats in Salesforce?
Use Push Time-Out (seconds) to assign the Chat to other available agents when the agent is not accepting the Chats in Salesforce. Push Time-Out is the amount of time given ....
How to get Chat Transcript field value in Salesforce Embedded Chat?
1. Create a Custom Field in Chat Transcript object. 2. Create the same Custom Field in Contact object. 3. Add the Custom field from Contact to the Embedded Service Chat ....