You have two options: use a guided setup flow or manually create a custom implementation.
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Select Include Chat in this App. After you set up Chat, add it to a Salesforce console app.
Then, add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience. Einstein Bots are computer programs that can save both your agents and customers time chatt handling routine requests and gathering pre-chat information.
They can also run reports on live chat session records to gain insight into how their agents are performing. When these four parts come together, they create one seamless web can experience for your customers and chat team. After Chat is set up in the console, your agents can interact with chat customers.
See Also. Choose the records or s that you want to open as subtabs of chat sessions in the chat workspace.
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You can implement Chat almost entirely in Setup without writing code. Quickly connect customers to agents by adding chat buttons on your web s and sending automatic chat invitations to customers as they peruse your website. Support agents use the Chat Console to send and receive messages.
Click Save. Click Edit next to the name of the Salesforce console app in which you want to set up Chat.
You can run multiple Salesforce apps at the same time. Use Embedded Service to create a chhat chat window that customers use to get the help they need.
However, Chat can several APIs that enable developers to fully customize the chat experience for your org. With the Salesforce console, your agents and supervisors can access Chat and other Service Cloud products in one place to provide customers fast and efficient customer service. Omni-Channel routes chat requests to the chat agent based on availability and qualifications.
Service Cloud Add Chat to the Salesforce Console Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place. Embedded chat windows are optimized for mobile browsers, so customers have a frustration-free chat experience on every device.
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The Chat Console and Omni-Channel are helpful for customer support supervisors, too. Bots are your agents' allies—not their replacements.
Optionally, if your Salesforce org has Knowledge cht, select Include Suggested Articles from Knowledge in Chat to display the Knowledge One widget in the chat workspace.