How to setup SalesForce Live Agent?
- Bharathi Manohar (Deactivated)
The procedures to set up the SalesForce Live Agent in the Experience Manager are detailed in this document.
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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.
Make a copy of the Default Bot settings or choose an existing chatbot setup to configure it.
Under the Settings tab, paste the code snippet below.
Code snippet:
"liveAgent": {
"hoursOfOperation": {
"timezone": "America/New_York",
"days": {
"monday": {
"start": "14",
"end": "20:20"
},
"tuesday": {
"start": "12",
"end": "23:40"
},
"wednesday": {
"start": "14",
"end": "20:20"
},
"thursday": {
"start": "12",
"end": "23:40"
}
}
},
"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 ",
"TimeoutMessage": "Your session timed out. You have left the live agent chat."
}
}
}Â
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. |
| When the connection gets timed out, the message will be displayed using the Text Break Directive. |
In order to have the experience in the Chatbot, the corresponding Flow Studio flows, associated Intents and Experience Designer flows have to be built according to the requirement.
Sample Project setup
The following is a simple project for setting up the SalesForce Live Agent. This JSON should be imported at the project level.
Importing the aforementioned project JSON will provide us with the following information.
Intents
Flow studio
Adaptive Cards.
Please import the below code into the Experience Designer.
Deploy the Google Agent when all are imported.