Do you like personalized, real-time help online when you have a question instead of lengthy wait times on the phone or standing in line? If so, then you’ll love Live Agent. Live Agent is a chat tool within the Service Cloud that allows customers to communicate with an institution via the web from anywhere on any device. With the latest Summer ’17 release by Salesforce, even more exciting features are being rolled out, including:
- Developers have the ability to embed Live Agent chat functionality in an app or Salesforce Community
- Chat visitors can upload files at the request of an agent
- Agents have the option to transfer a chat to a different agent
- Time-out rules can be set to send a warning or end a chat if a visitor doesn’t respond for a certain amount of time
- Agents can be coached in real-time with private messages, monitor their queues, balance workloads, access metrics, and utilize instant messaging sessions