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Options to Chat with Real Agent or Salesforce Agentforce
Dec 9, 2024
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0:05
hello everyone in this video we are
0:08
going to see how to provide options for
0:12
the website visitors to select chat with
0:15
an agent so that the messaging session
0:18
records will be routed to an agent or
0:20
chat with an AA agent so that the agent
0:23
force will be
0:25
invoked in order to achieve this
0:30
I have made use
0:32
of embedded servicecore bootstrap do
0:35
settings. hiide chat button onload equal
0:38
to Dre so whenever the embedded service
0:41
deployment is loaded using this uh
0:43
attribute set as true I'm hiding the
0:46
regular chat
0:49
icon and then using this uh
0:53
HTML I am displaying two buttons on
0:58
click of chart with an agent
1:00
it will call launch chat JavaScript
1:04
method on click of chat with an AA agent
1:08
also it will call the launch chat method
1:11
but here it will pass agent and here it
1:14
will pass AA
1:16
agent in this uh JavaScript method I'm
1:21
using a simple loog console.log
1:23
statement I am making use of embedded
1:26
servicecore bootstrap preat api. set
1:30
pre- chart Fields method and then I am
1:32
passing agent type pre-art field value
1:36
so this will be passed when the launch
1:40
chart method is called here I passing
1:42
the agent type variable as the value
1:46
that was passed from this button
1:50
click and I making use of embedded
1:53
servicecore bootstrap do util api. chart
1:56
method and then I'm invoking the
2:00
chat so this will load the embedded
2:04
Service uh chat widget so if I click
2:08
chat with an agent it will invoke the
2:11
chat messaging for web and inapp and web
2:16
and then it will route it to an agent so
2:18
here let me go available so that I will
2:25
receive so I received the messaging
2:27
session record as an agent
2:38
so here as an agent I received it let me
2:41
end the
2:43
chat now instead of chatting with an
2:46
agent I'm going to click chat with an
2:48
agent now when this is clicked it will
2:51
pass a agent instead of
2:56
agent so it will invoke the agent force
2:59
agent
3:02
instead of directing it to an agent it
3:05
will direct it to my
3:11
agent so the agent force was invoked
3:14
when chat with an a agent is uh clicked
3:17
chat with an agent will invoke uh Q
3:19
routing and then it will route it to the
3:21
available agent in order to achieve
3:25
it in the messaging uh Channel
3:30
I created a custom
3:32
parameter called Agent type and then I
3:35
am I mapping that uh custom parameter
3:40
with the flow variable name agent type
3:43
so in the flow I
3:46
created agent
3:49
type variable and it is uh of data type
3:54
text and then I have made sure it is
3:56
available for input here
3:59
I am checking whether the agent type is
4:02
AA if the agent type is AA
4:05
agent so whenever they click
4:09
uh chat with an AA agent it will pass AA
4:12
agent so whenever the value is
4:16
uh a agent it will route it to the agent
4:21
force messaging agent if it is not then
4:25
it will route it to the
4:28
Que in the embedded service deployment I
4:31
have enabled
4:33
pre-chat and then I have added the
4:36
hidden pre-chat value so we can make use
4:39
of this uh approach so that we will be
4:43
able to give two options one to chat
4:46
with an agent so that the messaging
4:48
session records will be routed to the
4:49
queue and based on the availability it
4:51
will routed to the agents if they click
4:54
chart with an a agent then it will route
4:57
to the agent force agent they agent
5:00
force agent will first assist them if
5:02
they are unable if the if they are not
5:05
satisfied they can ask for transfer to
5:07
an agent like that so that based on the
5:10
instructions it will get it assigned to
5:11
an
5:17
agent please check the video description
5:19
in the video description I have shared
5:21
my blog post from the blog post you
5:23
should be able to get this sample code
5:26
for your reference
5:35
I hope it was
5:44
helpful thank you for watching
#Internet Software
#Text & Instant Messaging
#Voice & Video Chat
#Intelligent Personal Assistants