Lab Overview
In this hands-on lab, we will configure and test Salesforce Enhanced Web Chat using queue-based Omni-Channel routing.
The objective is to start a Web Chat as a customer and verify that the conversation is delivered to an available service agent through Omni-Channel.
Web Chat Architecture
The lab uses the following simplified conversation flow:
Lab 1 — Verify Enhanced Chat
Open Salesforce Setup and search for Messaging Settings.
- Verify that Messaging is enabled.
- Verify that Enhanced Messaging is available.
- Confirm that the Web Chat messaging channel exists.
In our Developer Org, the messaging channel is named Customer Web Chat.
Lab 2 — Verify the Messaging Channel
Open the Customer Web Chat messaging channel.
- Channel Name: Customer Web Chat
- Type: Embedded Messaging
- Platform Type: Enhanced
- Status: Active
The messaging channel connects the customer Web Chat experience with Salesforce.
Lab 3 — Verify the Web Chat Deployment
Open the Embedded Service Deployment associated with the Web Chat channel.
- Deployment Name: Customer_Web_Chat
- Deployment Type: Web
- Client Version: WebV2
The deployment provides the Web Chat experience that customers use to start a conversation.
Lab 4 — Configure Omni-Channel Routing
Open the messaging channel's Omni-Channel Routing configuration.
- Routing Type: Omni-Queue
- Queue: Web Chat Queue
Omni-Queue routing allows Salesforce Omni-Channel to determine which eligible agent should receive the conversation.
Lab 5 — Verify the Web Chat Queue
Open the Salesforce queue used by the messaging channel.
Verify that the appropriate service agents are members of the queue.
Queue membership is important because an agent who is not a member of the queue is not normally eligible to receive work from that queue.
Lab 6 — Prepare the Service Agent
Log in to the Salesforce Service Console as the service agent.
- Open the Omni-Channel utility.
- Verify that the agent is logged in.
- Set the Omni-Channel presence to Available.
- Verify that the agent has available capacity.
Being logged into Salesforce alone does not make the agent eligible for Web Chat.
Lab 7 — Test the Customer Web Chat
Open the Enhanced Web Chat deployment's test page.
- Open the Web Chat experience.
- Start a new conversation.
- Send a test message.
- Keep the customer chat window open.
The conversation should now enter the configured Salesforce routing process.
Lab 8 — Verify Omni-Channel
Return to the Salesforce Service Console.
Open the Omni-Channel utility and check the Inbox.
The Web Chat conversation should appear as incoming work for the available agent.
Lab 9 — Verify the Messaging Session
Salesforce creates a Messaging Session for the customer conversation.
Open the Messaging Session and verify that the conversation is associated with the Web Chat channel.
This provides a useful way to confirm that the customer's Web Chat request reached Salesforce.
What We Successfully Tested
In our Salesforce Developer Org, we successfully verified the basic Enhanced Web Chat routing path.
- Enhanced Messaging is enabled.
- Customer Web Chat messaging channel is active.
- Customer_Web_Chat deployment is available.
- Omni-Queue routing is configured.
- Web Chat Queue is configured.
- Agent presence is Available.
- Customer Web Chat was started successfully.
- A Messaging Session was created.
- The chat request appeared in Omni-Channel.
Lab 10 — Troubleshooting
If a Web Chat request does not appear in Omni-Channel, check the following components in order:
- Messaging is enabled.
- The messaging channel is active.
- The Embedded Service deployment is active.
- The routing type is correctly configured.
- The correct queue is selected.
- The agent is a member of the queue.
- The agent's Omni-Channel presence is Available.
- The agent has sufficient capacity.
- The customer Web Chat deployment is working.