Chat (Live Agent) Setup flow

Let's start with the Chat (Live Agent) Setup flow (we are accustomed to these kinds of flows since we have already used them for Knowledge and Omni-Channel setup).

Go to Service Setup | Recommended Setup | View All and look for Chat With Customers. The wizard will guide you to the following steps:

  1. Add a new queue and an agent group (name the queue Incoming Web Chats and the agent group Chat Agents) and assign users to the group (we can add them later). This step sets up the presence and queue for the chat work items (as we have already seen in Omni-Channel). Users need to have an additional Live Agent license and they are assigned the Live_Agent_Setup_Flow permission set for presence.
  2. Add new routing configuration ...

Get Salesforce Advanced Administrator Certification Guide now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.