Create a chat queue on Omni-Channel, select your chat team, and get the Embedded Service code snippet to add chat to your website. Required Editions Service Setup is available in Lightning Experience Available in: Essentials, Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud The Chat setup flow is the fastest and easiest way to get up and running with live web chat.
This setup flow sets up Chat for Lightning Experience. This means that it also sets up Omni-Channel to route your chats. And for the best end-user experience, it also gets you started with Embedded Service.
You can get to Service Setup by clicking and selecting Service Setup. Select the tile to launch the flow. What Does This Flow Do? In this setup flow, we walk you through: Setting up chat routing with Omni-Channel Specifying the website where you want customers request a chat Selecting which records you want to link with your chats Creating an offline support form so your customers can log a case while your team is away Using the Embedded Chat code chxt to allow chat on your website Note We named a few of these objects for you.
We also turn on several things in the background during the setup flow. When Chat is enabled, Salesforce creates a chat Chat configuration, which defines settings for your chat agents.
Service Channel for Chats Service channels let you choose which objects you want to route in Omni-Channel. We create a service channel for chats so your customers' chats can get to someone on your team.
These users are also granted the xhat user permissions to chat with customers in the console. Presence Statuses Presence statuses are how users go online in Omni-Channel. The Chat chat makes the user chaf to accept chats only. Permission Set with Presence Statuses Ased to Users To make sure that your team has access to the presence statuses we create, we make a permission set that ass the presence statuses to the users you select in the setup flow.
We also create a chat button, which is named based on what you name the group of users you as to the chat queue.
These objects are used to connect Chat to Embedded Service. Embedded Service Deployment Your Embedded Service chat uses your Chat deployment and chat button to provide a chat window that you embed in your website. We create an Embedded Service deployment with default settings and branding selection.
This allows your customers chaf log cases using your offline chat form. This allows your agents to go online and accept incoming chat requests in Omni-Channel. Learn where you can customize and view what you set up during the Chat setup flow. See Also.