Salesforce Live Agent Integration Steps

Note: These steps must be done using a Salesforce Developer account.

Step 1: Enable Chat and Omni-Channel in the Service Setup portal

    1a. Click on the gear in the top right and then Service Setup

 

    1b. Click Omni-ChannelOmni-Channel Settings > Enable Omni-ChannelSave

 

    1c. Click ChannelsChat > Chat Settings > Enable ChatSave

 

    1d. Copy the Chat API Endpoint that appears after clicking Save and paste it in a notepad for later use

Step 2: Creating a Chat User. Note: This can be done either by adding a new user or editing an existing user

    2a. Click on the gear in the top right and then Setup

 

    2b. Click UsersUsersNew User or Edit next to the desired user account

 

    2c. Fill in the following information:

        i. Last Name: Simplr

        ii. Alias: Simplr

        iii. Email: admin@gosimplr.com

        iv. Username: admin@gosimplr.com

        v. Nickname: Simplr

        vi. Role: This can be left as "<None Specified>"

        vii. User License: Salesforce

        viii. Profile: System Administrator

        ix. Check the following boxes: Active and Chat User

        x. Click Save

Step 3: Creating Skills

    3a. Navigate back to Service Setup using the gear icon in the top right

    3b. Click Channels > Chat > Skills.

    3c. Fill in the following information and add Simplr to the Selected Users section. Click Save when done: 

Step 4: Setting up Routing Configurations

    4a. Click Omni-Channel > Routing Configurations > New

    4b. Fill in the following information and click Save:

Step 5: Setting up Queues

    5a. Click Users > Queues > New

    5b. Fill in the following information and click Save:

        i. Label: Queue

        ii. Queue Name: Queue

        iii. Routing Configuration: Queue

        iv. Available Objects: Chat Session and Chat Transcript

        v. Available Members: User: Simplr

Step 6: Setting up the Chat Button

    6a. Click Channels > Chat > Chat Buttons & Invitations > New

    6b. Fill in the following information and click Save:

Note: The agreed-upon agent name might not be "Julia"

Step 7: Setting up a Chat Agent

    7a. Click Channels > Chat > Chat Agent Configurations > New

    7b. Fill in the following information and click Save:

        i. Chat Agent Configuration Name: Julia

        ii. Developer Name: Simplr

        iii. Custom Agent Name: Julia

        iv. Under Assign Users:

        v. Information under Supervisor Settings:

        vi. Information under Chat Transfer Settings:

Step 8: Set up Deployments

    8a. Click Channels > Chat > Deployments > New

    8b. Fill in the following information and click Save:

Step 9: Getting the Organization ID

    9a. Click Company Settings > Company Information

    9b. Copy this ID and paste it in your notepad

Step 10: Getting the Button and Deployment IDs

    10a. Click Channels > Chat > Chat Buttons & Invitations > Create New View

    10b. Fill in the following information and click Save:

    10c. Copy the Chat Button ID and paste it in your notepad

    10d. Click Channels > Chat > Deployments > Create New View

    10e. Fill in the following information and click Save:

    10f. Copy the Chat Deployment ID and paste it in your notepad

Step 11: Adding two new Presence Statuses

    11a. Click Omni-Channel > Presence Statuses > New

    11b. Fill in the following information and click Save:

    11c. Make another New Presence Status for the Busy status and click Save:

Step 12: Setting Permissions for the user

    12a. Click Users > Permission Sets > New

    12b. Fill in the following information and click Save:

    12c. After clicking Save, you will be directed to the Omni Setup Flow tab, from which you should click Service Presence Statuses Access and then Edit:

    12d. Add Busy and Online and click Save

    12e. Click Manage Assignments and then Add Assignments

    12f. Select the Simplr user and then click Assign

Step 13: Setting up a new Presence Configuration

    13a. Click Omni-Channels > Presence Configurations > New

    13b. Fill in the following information and click Save:

Step 14: Enabling Chat in the Salesforce Console

    14a. Click User Interface > App Manager > the Dropdown Arrow in the Sales Console Row > Edit 

    14b. Under App Settings, click Utility items (Desktop Only) > Add Utility Item > Search for "omni" > Select Omni-Channel. Then click Save

    14c. Under App Settings, click Navigation Items and add the items:

        i. Chat Sessions

        ii. Chat Transcript

        iii. Chat Visitors

    14d. Click Save

Note: If desired, Service Console can be set up in the same way

Step 15: Making the Simplr Agent online

Note: This step will be done by someone with access to the admin@gosimplr.com account

    15a. Click Back from the Sales Console view from Step 14.

    15b. Click the box of nine dots in the top left and click Sales Console:

    15c. Click the box of nine dots again and search for "chat". Click Chat Sessions

    15d. Click Omni-Channel in the bottom left corner and then click the dropdown arrow.

    15e. The statuses "Online", "Busy" and "Offline" will be visible – Switch the status to "Online" to become available to take chats.

 

The integration is now complete