Web Chat Configuration
Salesforce Web Chat requires several components to work together before customers can start conversations with service agents.
These components include the Web Chat deployment, routing configuration, queues, Omni-Channel and service agents.
Web Chat Deployment
A Web Chat deployment defines how the chat experience is made available to customers.
The deployment can contain settings that control the customer-facing chat experience and connects the website to Salesforce.
Queue
A queue represents a group of agents who can handle a particular type of customer conversation.
When a conversation is routed to a queue, Salesforce can look for an available agent who is a member of that queue.
Routing Configuration
Routing configuration determines how work is assigned to service agents.
It can define factors such as priority, routing model and the amount of work an agent can receive.
Omni-Channel
Salesforce Omni-Channel manages the delivery of customer conversations to available agents.
It considers the routing configuration, queues, agent availability and workload when determining where a conversation should go.
Service Agent
The service agent is the person who handles the customer conversation.
The agent needs the appropriate Salesforce permissions, queue membership and Omni-Channel configuration to receive routed conversations.
How Everything Connects
The basic Salesforce Web Chat architecture can be understood as:
What We Will Configure in TeleLab
In the upcoming hands-on labs, we will move from concepts to an actual Salesforce Web Chat configuration.
- Create and configure a Web Chat deployment
- Create a queue
- Configure routing
- Configure Omni-Channel
- Assign agents
- Embed Web Chat into a website
- Test an actual customer conversation