What is Salesforce Web Chat?
Salesforce Web Chat allows customers to communicate with a customer service organization directly from a website.
A visitor can start a conversation without making a phone call or sending an email. The conversation can then be routed to an available service agent.
How the Customer Journey Works
A typical Web Chat interaction follows this basic path:
Embedded Service
Salesforce provides technology that allows chat functionality to be embedded into a website.
The website contains the required Salesforce components, allowing visitors to interact with customer service without leaving the website.
What Happens After a Customer Starts Chat?
When a customer starts a conversation, Salesforce creates and manages the chat session.
The conversation can then be evaluated against routing rules and sent to the appropriate queue or available agent.
Omni-Channel
Salesforce Omni-Channel can be used to route customer conversations to service agents.
Omni-Channel considers factors such as queues, agent availability and routing configuration when determining where the conversation should go.
What We Will Build in TeleLab
In the upcoming Web Chat labs, we will move beyond theory and build a working customer chat experience.
- Configure Salesforce Web Chat
- Create routing configuration
- Configure queues and agents
- Embed chat into a website
- Test customer conversations
- Observe Omni-Channel routing
- Explore Talkdesk + Salesforce integration