Recently, we set up Omni-Channel for one of our E-commerce clients. They were using Omni-Channel primarily for queries raised after post-sales. To address small queries, such as “my order is delayed,” customers have to send an email that creates a case later.
In this setup, responses were delayed. The client wants to add a chat feature on their website that will automatically create cases and route them to agents in Omni-Channel.
As a solution for this, we set up the chat feature and routed it in the Salesforce Omni-Channel.
In this Salesforce tutorial, we will learn how to set up web chat in Salesforce Omni-Channel.
In addition to that, I will also explain how to enhance the chat UI and enable features like the PreChat form and offline support.
Set Up Web Chat in Salesforce Omni-Channel
The prerequisite to set up web chat in Omni-Channel is that you should have already set up Omni-Channel in your org, with presence status.
To set up live web chat in Salesforce Omni-Channel, we first need to set up the chat service in the Salesforce org. Then we will route that chat service to the Omni-Channel.
Navigate to the Service Setup and follow the steps below.
- On the Service setup page, go to the section Recommended Setup and click on View All. In the next window, select the “Chat with Customers” option.
- In this step, we will create a queue for the chat group. Here, enter the Label for the queue.
Then, according to the availability of the chat licenses, select the user for the chat queue and click Next.
- In this step, define the agent’s chat workload by Work Item Size and Agent Capacity. Here, I have selected Work Item Size as 5 and Agent Capacity as 20. It means that the agent can handle four work items (20/5=4).
- In this step, we need to enter the link to add the chat to the website. Enter the below URL and click Next.
https://*.force.com
- In this step, we have to link the chat with the objects. In this setup, we will use chats to manage c