Live agent always require a proper configuration as you will be creating skill set, profiles, Configuration and deployment. This article helps you to configure Live agent in communities without any coding using the feature called Snap-ins.
Enable Live Agent
Live Agent is the Service Cloud feature that allows you to chat with customers directly from your website.
From Setup | Live Agent Settings | Select Enable Live Agent | Click Save.
Assign Live Agent Permission
To access Live Agent, you need permissions on your user record.
Setup | Users | Edit |Live Agent User | Save.
Create Live agent Skill
Skills are areas of expertise you assign to agents, so chats are routed to an agent with the right skills. For this project, we set up one skill to keep things simple. You can always add more skills later on.
- Setup | Skills | Click New.
- Define the skill as follows:
- Name: Web Support
- Developer Name: Web_Support
- In the Assign Profiles area, add System Administrator, Custom: Support Profile, and Standard User.
- Click Save.
Create Live agent configuration
Configurations determine settings for your support staff.
Setup | Live Agent Configurations | New
- Define the configuration as follows:
- Live Agent Configuration Name: Web Support Configuration
- Developer Name: Web_Support_Configuration
- In the Assign Profiles area, add System Administrator, Custom: Support Profile, and Standard User.
- Click Save.
- Create Live agent chat button
With chat buttons, community members can start a chat with your agent.
Setup | Chat Buttons & Invitations | New | Chat Button.
- Define the button as follows:
- Name: Web Support Chat
- Developer Name: Web_Support_Chat
- Under Routing Information, select Web Support from Available Skills and add it to Selected Skills.
- Click Save.
Create live agent deployment
Setup | Deployments | Click New
- Define your deployment as follows:
- Live Agent Deployment Name: Web Support Chat Deployment
- Developer Name: Web_Support_Chat_Deployment
- Enter Cloud Fountain Support for the Chat Window Title.
- Click Save.
- Add live agent to the sample console
- Setup | Create | Apps | Click Edit next to Sample Console
- Select Include Live Agent in this App.
- Next to Choose Chat Workspace Options, select New case.
- Scroll down to Assign to Profiles near the bottom of the page. Select Visible next to System Administrator.
- Click Save.
Enable communities
Let’s get started by turning on communities.
Note: Once you enable Communities, you can’t turn it off.
- Setup | Communities Settings | Enable Communities.
- Enter a unique value to be used as your domain name and click Check Availability. (Note: Keep in mind that you can’t change the domain name after you save it.
- Click Save.
- Click OK.
You should have been redirected to the All Communities page in Setup, but if not, enter All Communities in Quick Find, and select All Communities.
- Click New Community.
- Select the Customer Service (Napili) template.
- Click Get Started.
- For Name, enter CloudFountain Community
- Click Create.
- Create Snap-in Chat
- Head Back to Setup
To get back to Setup, click Community Workspaces , then click Salesforce Setup
Whitelist the Chat Web Page
To create the snap-in for Live Agent, you need to whitelist the chat web page. This makes the page available so people can chat with you.
- Copy the domain name and protocol only. For example, if the URL is https://girichillax-dev-ed–c.ap5.visual.force.com/apex/CommunitiesTemplate ,then copy https://girichillax-dev-ed–c.ap5.visual.force.com.
- Setup | enter CORS | Click New
- For Original URL Pattern, paste in the protocol and domain name you copied.
- Click Save.
Create a Snap-In Deployment
OK, now we’re ready to make the snap-in for chat. Chat Snap-ins require a chat button and a deployment. We already created those in an earlier step, so now we just need to create the snap-in.
For this step, you need to switch to Lightning Experience. From the header, select your name and select Switch to Lightning Experience
- Click and select Setup. This launches Setup in a new tab.
- Setup | select Snap-ins | Click New Deployment.
- Define the snap-in deployment as follows:
- Snap-in Deployment Name: Chat Deployment
- API Name: Chat_Deployment
- Site Endpoint: CloudFountain_Community
- Click Create.
Define the Snap-In Deployment
- Next to Live Agent Basic Settings, click Start.
- For Live Agent Deployment, select Web_Support_Chat_Deployment.
- For Live Agent Button, select Web_Support_Chat.
- Click Save.
Switch back to Salesforce Classic.
Adding Snap-in component in Community
Setup | All Communities | Click Builder | Click on Components | Click on Snap-ins chat
- Select Snap-ins Chat and drag it to the sidebar, beneath the Ask a Question component. Close the Snap-ins Chat dialogue box.
Publish Your Community
- Click Publish.
- On the Publish Your Community confirmation screen, click Publish, then Got It.
- Try out the Live agent in Communities
App Launcher |Click Sample Console | Click on Live agent | Select Online
Now, go back to your community page, and refresh the browser. The chat button should change to Chat with an Expert. Let’s try this out!
- Click Chat with an Expert.
- Enter your first name and last name and click Start Chatting.
- Go back to the Sample Console.
- Click Accept.
