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.
- 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.