Using Live Agent (Omni-Channel)

When you are logged into Salesforce on the Service Console, you will see a section at the bottom of the screen called 'Omni Channel' - this handles calls and live chats.

Expand the 'Omni Channel' and set yourself as 'Available' by clicking the arrow next to the status bar and selecting 'Available - Chat' - this will mean customers can see the Chat option on the website as available
When a chat comes in, you will hear a notification sound and the chat bar will flash -
Click on Omni- Channel and you will see the chat request - click the tick box to accept it. If you change your status to offline while a request is coming in, then it will divert to another available agent, if you leave the request for too long then it will divert to another agent. If the email address the customer has entered exists on Salesforce then it will automatically associate the case to that customer.
Once accepted, the 'New' request will disappear and it will go to 'My Work' and open a chat form on the page behind - it will also open a new case assigned to you and you will get an email advising.
Minimise the omni-channel popup and you can see the full chat and start chatting!
If you click on the speech bubble icon then you can use 'Quick Texts' - these are handy for responses which never change such as the welcome message -
Simply click on the Option you want to use and it will populate in the Message box - to send a message simply hit 'enter'
You can see what a customer is typing as they type it -
If you need extra help with the chat, you can add other agents to it - do this by clicking the symbol on the bottom left - if there are other agents available then it will bring up a box where you can search for the person you need help with. They will be included in the chat and sent a notification and then you can box chat to the customer.
If the customer is being abusive or is a bot and needs to be blocked, click this symbol -
To end the chat, click the 'End Chat' button - this is immediate so please be careful not to click this unless you need to end the chat. It can be ended either by the customer or by you.
After the chat has ended, the customer has the option to download and save the transcript of the chat.
Once the chat has completed then you can view the case by clicking 'Case Details' on the right hand side -
You will be shown the case - if further action is needed, then update the case and amend the due case, otherwise close it. A guide on managing cases can be viewed here.