1. Enable Conversation monitoring in Supervisor Settings.2. In Supervisor Tab, expand an agent to Monitor/View the Chats.3. To view the Conversation, click Monitor link.Note:Even though the Agent ended the chat, ....
1. Create a custom report type with Primary Object "Chat Transcripts". 2. Select Chat Transcript Events to relate it with Chat Transcript object. 3. Create a Report with the custom ....
Chat Transcript object have several standard fields. For Example, Chat Button in Chat Transcript object stores the chat button id that the visitor clicked to initiate the chat.Reference Link:https://help.salesforce.com/articleView?id=live_agent_transcript_fields.htm&type=5To save ....
In this blog post, below requirements are handled through Pre-Chat API1. Creating Contact2. Creating Case3. Linking Case to the Contact4. Linking Case and Contact to the Chat Transcript5. Showing the ....
1. Open the Embedded Service Deployment. 2. Click Edit in Chat Settings. 3. Click Edit in Additional Branding. 4. Select Labels. Select Pre Chat and All to do the changes.
lightning:conversationChatEnded Event is triggered when an active chat ends. For the below component to work, 1. Add it to the Chat Transcript Lightning Record Page. 2. When the Chat is ....
If you choose Routing Configurations Unit Capacity as 1 and Presence Configurations Capacity as 5, each agent will be able to handle 5 chats at a time. Presence Configurations allows ....
Omni-Channel is a work routing system.Omni-Channel works on the concept of Work Items. Each time a case is assigned to a queue, a work item is created and pushed to ....
The chat capacity is defined in the configuration.Users can be assigned to only one Chat configuration at a time. If you assign the same user to a second Chat configuration, ....
1. Check the OWD on Chat Transcript Object.If it is set to private, then you cannot view the Chat Transcript unless you are the owner or it is shared with ....