Setting up chat support in Salesforce

Salesforce consists of several applications, which may or may not be enabled by the account owner.

One of these applications enables the chat functionality, it is called Chat (Live Agent) and is available in the following editions:

• Performance Editions and Developer Edition in organizations created after June 2012
• Essentials, Unlimited and Enterprise with Service Cloud or Sales Cloud.

To identify which edition of Salesforce click here and access the official documentation.

Once the issue of the Salesforce edition and the availability of the service via chat are verified, we can proceed to the configuration of the functionality.

There are some ways to configure Chat support in Salesforce, in this document we will only deal with the one that uses the guided configuration flow.

Via Guided Setup Flow

1. With Salesforce open, click the setup gear in the upper right corner of the screen and select Service Setup.

Note: if the account is recent, the gear icon may not be displayed. After validating the account in your email, refresh the Salesforce page

2. Now click on View all

3. Search for and choose the Chat with Customers option

4. Proceed through the setup wizard

5. Enter the queue name, name the group and select people.

6. Adjust the workload as directed

7. Inform the sites — if it does not exist, do it like on the image below

8. Select an object type in Salesforce to link the chat

9. In the offline support step, you can create a service form or skip the step

10. Wait for the setup wizard to complete

11. The assistant offers a script to embed the chat on some website

12. Finally, complete the process

13. To access the chat click on the application menu and access the Service Console. Depending on the type of chat chosen in step 8, this option may be different.

14. In the bottom left corner of the page, change the attendant status to Available

15. Create a Chat Agent skill

a. Click on the gear and then on Setup

b. Enter Skills in the quick search and click Skills.

c. Click on New.

d. In the Basic Information section, enter these details.

• Name: Online support
• Developer name: Web_Support

e. In the Assign Profiles section, add

• Custom: Support Profile
• Standard User
• System Administrator (System Administrator).

f. Click Save.

16. Create a Chat Agent configuration (determine the settings for your support team)

a. Click on the gear and then on Setup

b. Enter Chat in the quick search and select Chat Agent Configurations.

c. Click on New.

d. In the Basic Information section, enter these details.

• Chat Agent configuration name: Online support configuration
• Developer name: Web_Support_Configuration

e. In the Assign Profiles section, add

• Custom: Support Profile
• Standard User
• System Administrator (System Administrator).

f. Click Save.

17. After these steps, the chat is configured and available for use.

Configuring chat access on the Blip portal

1. With the Blip screen open, access the service menu

2. Connect the service channel with the Salesforce option, if you have any other channel enabled first disable it in order to proceed with the Salesforce option

3. In basic configurations we need to fill in the parameters to configure the Chat (Live agent)

a. Chat endpoint hostname (Click here to access the documentation)

• To get this parameter from Salesforce click on the gear and then on Setup.
• In the quick search type "Chat settings"
• Copy the URL of the Endpoint with the protocol and paste it into the Blip field

b. Organization ID (Click here to access the documentation)

• To get this parameter from Salesforce click on the gear and then on Setup.
• In the search type: "Company Information"
• In organization details, copy the value from the organization ID field on salesforce.com

c. Deployment ID (Click here to access the documentation)

• To get this parameter from Salesforce click on the gear and then on Setup.
• In the search type: "Deployments"
• Click the name of the Deployment (not edit)

• Copy the Deployment ID of the script (deployment code) shown at the bottom of the page.
  
  

d. Button ID (Click here and access the documentation)

• To get this parameter from Salesforce click on the gear and then on Setup.
• In the search type: "Chat Buttons & Invitations" (Chat Buttons & Invitations)
• Click the Button name (not edit)
• Copy the Button ID of the script (Chat button code) shown at the bottom of the page
  
  

Known limitations:

• Chat - Live Agent available in editions
• Performance Editions and Developer Edition in organizations created after June 2012
• Essentials, Unlimited and Enterprise with Service Cloud or Sales Cloud.
• It was not identified where the attendant would work in the case of the Classic version
• Service ends if the attendant closes the Salesforce window

Possible developments and evolutions of this material:

• Creating more queues (buttons)
• Customize field submission through the portal
• How to make transfers
• How to configure without the aid of the wizard (Guided configuration flow)
• Setting up a Sales chat
• Setting up a Contact type chat

Note: From 06/20/2022 to TakeBlip offers support for the Classic and Lightning versions of Salesforce, except for the particularities of the lightning version updates.

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃