The procedures to set up the SalesForce Live Agent in the Experience Manager are detailed in this document.
Prerequisites
To obtain the specifics of the Live Agent connection, contact support@orbita.ai. The serverURL, organizationId, deploymentId, and buttonId will be provided by the team.
Experience Manager
ChatBot Settings
Click the ChatBot Settings under the Develop menu on the left navigation.
Choose an existing chatbot setting or create a copy of the Default Bot settings.
Add the below code snippet under the Settings tab.
Code snippet:
"liveAgent": {
"sfc": {
"serverURL": {server URL}, //String
"organizationId": {Organization ID}, //String
"deploymentId": {Deployment ID}, //String
"buttonId": {Buttong ID}, //String
"messages": {
"ChatRequestSuccess": "Waiting for the agent to accept your request",
"ChatRequestUnavailable": "I'm so sorry, all agents are offline. The hours of our agents are 8:00AM to Midnight EST. Would you like to give me your contact information and I can have an agent call back you? Is there something I could help you with?",
"ChatEstablished": "Agent accepted your request",
"QueueUpdate": "Looks like there is a little bit of a wait. Feel free to wait or if you want, you can fill out a Contact Me form and we'll reach out to you once an agent is free.",
"ChatRequestFail": "I'm so sorry, all agents are busy at this time. Would you like to give me your contact information and I can have an agent call you back?",
"ChatEnded": "Hi. Me again. Just wanted to see how things went with "
}
}
}
Property | Description |
|---|---|
| Defines the content to show when the user triggers the Live Agent connection. |
| When there is no active Live Agent available to connect with or if the request is rejected, this property specifies the content that will be displayed. |
| When the Live Agent connection request is approved, this property specifies the content that will be shown. |
| Defines what the user sees when waiting to be connected to a Live Agent. |
| When the Live Agent does not respond to the connection request, this property specifies the content that should be displayed. |
| When the Live Agent reconnects after an unforeseen connection disconnect, this property specifies the content that will be shown. |
Adaptive Card
Please import the below code as a new Adaptive Card.
Go to Adaptive Cards under the Design menu on the left navigation panel.
Click on Create an Adaptive Card button.
Save and go back to the listing screen.
Click on the 3-dot menu and click Import action.
Code snippet:
{
"type": "adaptivecard",
"template": {
"type": "AdaptiveCard",
"$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
"body": [
{
"bleed": true,
"items": [
{
"type": "ColumnSet",
"columns": [
{
"items": [
{
"type": "Input.Text",
"isRequired": true,
"errorMessage": "Enter First Name",
"id": "firstName",
"placeholder": "First Name"
}
],
"type": "Column",
"width": "stretch"
},
{
"items": [
{
"type": "Input.Text",
"id": "lastName",
"isRequired": true,
"errorMessage": "Enter Last Name",
"placeholder": "Last Name"
}
],
"type": "Column",
"width": "stretch"
}
]
}
],
"type": "Container",
"style": "emphasis"
},
{
"placeholder": "Email",
"errorMessage": "Invalid email address",
"type": "Input.Text",
"id": "email",
"regex": "^[\\w-\\.]+@([\\w-]+\\.)+[\\w-]{2,4}$",
"isRequired": true
},
{
"placeholder": "Phone",
"errorMessage": "Invalid phone number",
"type": "Input.Text",
"id": "phone",
"regex": "^(\\+\\d{1,2}\\s?)?1?\\-?\\.?\\s?\\(?\\d{3}\\)?[\\s.-]?\\d{3}[\\s.-]?\\d{4}$",
"isRequired": true
},
{
"actions": [
{
"data": {
"message": "Start Chatting Message",
"eventName": "A-Live-Agent"
},
"title": "Talk to a person",
"style": "positive",
"type": "Action.Submit"
}
],
"id": "submit",
"type": "ActionSet"
}
],
"version": "1.3"
},
"templateData": {},
"hostAppName": {
"name": "default"
}
}