Salesforce live agent session. Login to your Salesforce Customer Account.

Salesforce live agent session They can search for and select an agent, flow, or enhanced bot. Transfer the Session If an agent doesn’t have the right skills or job title to resolve a customer issue, they can transfer the messaging session to an agent who’s better qualified. Feb 21, 2019 · Salesforce live agent is a tool which enables real-time, online chat between an organization and its customers. A use case would be if you want to use the capabilities of Live Agent via a third party tool, perhaps an internal chat client in your Chat Session Reports Use Chat Session reports to consolidate data about agents’ activities while they chat with customers–for example, how long agents are online or how many chat requests are assigned to them. Set Visibility for the Sessions Tab through Profiles Set Up Chat in the Salesforce Console in Salesforce Classic Migrate from Legacy Live Agent to Omni-Channel for Chat Compare Live Agent and Omni-Channel Routing for Chats Salesforce+ is a free platform offering live and on‑demand access to Salesforce’s biggest events—Dreamforce, TDX, Connections, Tableau Conference, and more. Set Up Omni-Channel Routing for Chats Chat in Lightning Experience uses Omni-Channel to route incoming chats to your support agents. Start sessions, send messages to the AI agent, receive messages, and end sessions using the API. Right now, it sounds easy to setup a new chat by adding The Chat setup flow is the fastest and easiest way to get up and running with live web chat. Before You can find a contact or create a new one (if no contact is found) and then create a case and associate the contact with the newly created case using Live Agent REST API. Salesforce creates a transcript automatically for each chat session. To use an end-user or platform-only language, enable the end-user or platform-only language and then add a valid code for your language setting in the code snippet. This setup flow sets up Chat for Lightning Experience. And for the best end-user experience, it also gets you started with Embedded Service. Agents can initiate a transfer by clicking the transfer icon in the conversation component. The first message can give you context about why the customer is contacting your company. A messaging session’s participants can include a messaging user—also known as the customer—and a service rep, an Agentforce agent, an Einstein bot, or a combination of them. The agent keep tracks of the context throughout the session. For example, you can create a list called "Today’s Sessions" to view chat activity that occurred in one day. You can create a custom report type for Chat sessions and use it to run reports on your agents' sessions using the Report Builder. This information applies to chats routed with Live Agent routing only. Then you send messages to the agent by using the ID associated with that session. Automatic messages You can display a message to a client when a chat begins. Returns all messages that were sent between agents and chat visitors during a chat session. This information can help direct chat requests efficiently and can reduce the amount of time that agents need to spend collecting information before beginning a chat session. Nov 2, 2015 · We can use Live agent chat transcript. This means that it also sets up Omni-Channel to route your chats. If possible, have this traffic bypass any proxy server as well. View Customer Records in the Salesforce Console Salesforce automatically creates some records when a chat ends. Proxies notoriously interfere with the real time nature of Chat communication. A new agent may accept the chat request and continue the chat. Each new visitor is associated with a session key, which Salesforce creates automatically. End a Messaging Session When you’re done helping a customer, end the messaging session from the conversation window or from the Messaging Sessions list view. 概要 Live Agent REST API を使用すると、チャット情報などに基づいて、プログラムで Live Agent セッションを作成したり、対応可能なエージェントにメッセージを送信したり、新規レコードを作成したりできます。これらは、すべて HTTP メッセージを介して行われます。使用事例の 1 つとし The Conversation Is Now Asynchronous and Persistent Legacy Chat was session-based, which meant that conversations ended when your customer closed the conversation window or lost connection with a service rep. Live Agent により、サービス組織は、Web ベースのテキストのみの Live Chat を使用して顧客または Web サイトの訪問者とリアルタイムに接続できます。このガイドでは、リリース API および事前チャット API を使用して、チャットウィンドウと他の Live Agent コンポーネントをカスタマイズする例をいく Transfer Chats to an Agent, Skill, or Button Chats can be transferred to another agent, skill, or button so your customers always receive the highest-quality help from the most relevant sources. Establishes a new Chat session. MessagingSessionMetrics: Provides information about a messaging session, such as agent and end user response time. Select a recipient type: Agent, Queue, or Flow, or Others (Bring Your Own Channel for CCaaS only). Enhanced Chat conversation history remains in the window beyond a single interaction. If a customer participates in multiple chats, Salesforce uses the session key to link the customer to their visitor record, associating that record to all related chat transcripts. Login to your Salesforce Customer Account. Chat transcript fields help you track information about your agents’ chats with customers. The timer stops when the customer sends a message and starts again from 0 on the next agent's message. Salesforce offers three levels of language support. Sometimes, the estimated wait time more effectively conveys the right information to customers than a queue position number. The "Cutomer Time-Out (Seconds) will allow you to set the amount of time that a customer has to respond to an agent message before the session ends. Salesforce Customer Secure Login Page. Jun 22, 2014 · You'll need to complete a few actions and gain 15 reputation points before being able to upvote. Monitor Chat Activity Chat requests indicate when certain activities occurred during a chat session. Add Conferencing to a Messaging Session Bring additional expertise into a single conversation by adding other reps directly to an active messaging session. By using pre-chat forms, you can collect information from a customer, such as a name or a description of a problem, after the customer requests to chat with an agent. Only service reps (agents) who are online with a Messaging presence status appear in the list. Salesforce は、従来のチャット製品 (Live Agent、Salesforce Chat、埋め込みチャット、サービスチャット) を 2026 年 2 月 14 日に廃止します。この廃止の影響を受けるエディションは次のとおりです。 Service Cloud Unlimited + Edit Learn how to start, confirm, and end a Chat session with the Chat REST API. Note: Though the agent has been disconnected from the chat, the chat session is still active on the server. You can associate session records with cases, accounts, contacts, and leads or link them with other objects through custom lookup fields. MessagingEndUser (Messaging User): Represents one address, such as a phone number or Facebook page, that communicates in one Messaging channel. This object is available in API versions 28. In Salesforce Live Agent, there's a warning that will appear on an Agent's screen when a visitor's connection remains idle or disconnected before it terminates the chat session. Mar 10, 2025 · Chat Sessions:- This Live Agent Sessions tab contains information about agent session, time spent online, time spent on chat, etc. A live chat transcript is a record of a chat between a visitor and a live chat agent. So, once the agent accepts the Messaging Session record and completes it, you should be all good to view the conversation. To send a message to the customer, enter your message and press Enter on your keyboard. Build intelligent, trusted, and customizable AI agents and empower your users to get more done with Salesforce. Important Legacy Cha. Required Editions View supported editions. In this video, we will understand how to set up web-chats in our org and can we utilise this wonderful out of the box feature that Salesforce offers us. A session key is a unique ID that is stored in the visitor record and on the visitor's PC as a cookie. Nov 1, 2019 · Hi Cynthia - Actually, you can set the amount of time it takes for a chat to become abandoned by a customer in the Chat Button Settings. If you set any other transfer dialog steps, the bot ignores the Next Step and uses the dialog step Considerations for Broadcast SMS Messaging in Service Cloud Considerations for Messaging Components Considerations and Limitations for Bring Your Own Channel Messaging Channels Preview Default Settings When you turn on WhatsApp, Facebook, SMS messaging, or LINE messaging in Salesforce Go, these settings become active. Each chat sessions opens in a separate primary tab. You can chat with several customers at the same time. We have all seen the little ‘chat to an agent’ buttons on company websites, usually when trying to find a way to contact a support team. You can To communicate with an agent through the Agent API, you must create a session. Chat Agent Configuration Settings Chat agent configuration settings control the functionality that’s available to agents and their supervisors. See how Salesforce designed Agentforce to handle over 1 million support requests on Salesforce Help. Discover how to enhance online customer interactions with digital experiences and chat agent setup for better service. If you want to use Chat in Lightning Experience, you must use Omni-Channel routing. 0 and later. What's reputation and how do I get it? Instead, you can save this post to reference later. There are a few situations t This object is automatically created for each Live Agent chat session and stores information about the session. Create a chat queue on Omni-Channel, select your chat team, and get the Embedded Service code snippet to add chat to your website. These records store information about chat customers and their interactions with agents. Jul 30, 2021 · Robruf, please check the Status of the Messaging Session. Standard fields for the LiveAgentSession object can only be modified if your administrator has given you editing permissions for these records. The SessionId request is required as the first request to create every Chat session. These Chat session reports can provide insight about your agents’ chat activities—for example, whether or not your agent team is able to handle all chat requests from your customers. Create a Chat Session To create a new Chat session, you must call the SessionId request. Use the Transfer to Agent System Dialog to Transfer Conversations You can transfer conversations to a service rep in the queue attached to the deployment or connection defined on the Overview page by pointing to the Transfer to Agent dialog. Set Visibility for the Sessions Tab through Profiles Set Up Chat in the Salesforce Console in Salesforce Classic Migrate from Legacy Live Agent to Omni-Channel for Chat Compare Live Agent and Omni-Channel Routing for Chats Dec 4, 2022 · In this blog, I will demonstrate how to initiate a new chat session and send messages to a live agent in the service console in Salesforce. Salesforce live Web-Chat is a channel that helps connect customers to support agents so they can get the help that they need, where and how they want it. Jan 10, 2022 · Join us to learn about Salesforce Web Chat ( Formerly called Salesforce live Agent). If the status is "Waiting", you will get this message. Inactivate a Messaging Session When an unresolved conversation has gone idle for a certain period of time, mark it Inactive so that you can accept an incoming messaging session. You can see the deployment or website the chat came from, the customer’s name (if it's available), and the number of minutes the request has been waiting to be answered. ,all through HTTP messages. When you’re finished working with the agent, end the session. 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. Take a deeper dive into the key insights from our experience and discover what you can accomplish in your Agentforce journey. Chat Transcripts A chat transcript is a record of a chat between a customer and an agent. Once the Status is updated to "Ended", you can see the conversation. End a Chat Session End a chat session after you’ve finished chatting with a customer and updating the records related to their chat. Set Up Chat with a Guided Setup Flow Get started with live web chat in Lightning Experience with a quick guided setup flow. Chat Transcript Events Live chat transcript events automatically track events that occur between your agents and customers during chats. Compare Live Agent and Omni-Channel Routing for Chats See the benefits and limitations of using Omni-Channel routing for chats or keeping Live Agent routing for chats. This feature is available in API version 47. In an active messaging session, click the transfer icon in the lower-left corner of the Conversation component. By default, the Chat API returns queue position information that you can relay to customers. LiveAgentSession This object is automatically created for each Chat session and stores information about the session. Customize the Chat Visitors’ Experience With the Chat visitor REST API resources, you can establish your chat visitors’ experience with Chat in custom mobile applications. Unlike Transfer, which moves the conversation to another rep or queue, Conferencing enables live collaboration in the same session, making it easier to handle complex customer needs without starting over. Upvoting indicates when questions and answers are useful. Below you can see sample chat session record. You can block chats from troublesome customers right from the Salesforce console. Create a Basic Chat Implementation Before you customize Chat, you need to create the basic Chat implementation for your Salesforce org. Jul 24, 2025 · These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. When you complete the flow, you’re ready to go online in the console and start chatting. Customers using Chat should allowlist all of the traffic to Salesforce and Chat Servers. Oct 4, 2021 · Salesforce Chat (formerly “Salesforce Live Agent”) is a native Salesforce tool that enables customer service teams to communicate in real-time with your website users. When you receive a new chat or transfer request, the pending request appears in your chat monitor. This object is available in API version 24. Overview The Live Agent REST API allows you to programmatically create Live Agent sessions, send messages to available agents, create new records based on chat information, etc. Salesforce automatically creates a transcript for each chat session. Use the Agent API to communicate with AI agents directly from a REST API. For example, if a customer is using abusive language or sending spam messages, you can block that user from starting a new chat. Select Transfer to an agent in the Next Step section. View these records in the console in Salesforce Classic. However, you can also receive the estimated wait time in addition to the queue position. A session’s possible starting statuses, ending statuses, and status transitions depend on several factors: The platform type of the associated Messaging channel (standard or enhanced) Who initiated the session (the チャットセッションを作成する 新しいチャットセッションを作成するには、 SessionId 要求をコールする必要があります。 You may notice that despite agent is logged in to Omni /Chat widget and has capacity, the chat never gets routed to the agent. Learn when and how these automatic updates occur. MessagingSession: Represents a session with a messaging user on a Messaging channel. This can be accomplished in Chat configuration from two places accessible via Setup: Chat (formerly Live Agent) | Chat Agent Configurations | Auto Greeting Chat (formerly Live Agent) | Chat Buttons & Invitations | Basic Information | Auto Greeting System Messages The Chat System by default provides messages with スーパーバイザー設定 (Live Agent ルーティングのみ) スーパーバイザー設定により、サポートスーパーバイザーが使用できるチャット機能を決定します。 Bring the power of generative AI to your business with Agentforce. Tip To add more context to the messaging session, use the lookup fields on the Details tab to associate the session with a case, lead, or opportunity. Use Chat sessions to find and edit information about your support agents’ chats with customers. After you complete the basic setup steps, you’ll have a functioning Chat implementation that your agents can use to chat with customers. Ending or Inactivating Messaging Sessions Automatically In certain circumstances, a messaging session’s status can automatically change to Inactive or Ended.