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            Plan for Enhanced Chat

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            Plan for Enhanced Chat

            Before configuring an Enhanced Chat experience, consider your business's current support goals. This step helps you select the right Omni-Channel routing approach, pre-chat form fields, and custom parameters to personalize the experience.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
            X icon This article doesn’t apply to: Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel

            Planning Questions

            To create an effective chat system for a support team, answer these three questions.

            • How are your service reps organized?
            • What details do they need before chatting with a customer?
            • Which Salesforce records do service reps pull before connecting with a customer?

            Considerations and Chat Options

            How service reps are organized

            • One group
            • Service type
            • Skill set
            • Support topics
            • Languages

            Solution: Select an Omni-Channel routing type

            • Routing with Queues
            • Route to an Agent (Service Rep)
            • Routing with Skills
            • Routing with Bots

            Details service reps need

            • First name
            • Last name
            • Email
            • Custom information

            Solution: Use the pre-chat form

            Collect details at the point of contact. Ask customers to fill out visible pre-chat fields or collect data behind the scenes with hidden pre-chat fields. Create the combination that works best for your organization.

            Which records are pulled

            • Leads
            • Cases
            • Contacts

            Solution: Use individual-object linking

            Link a record to a conversation based on how your database is set up. Connect your channel with an object.

            Feature Checklist

            We recommend following our entire set-up process. Some steps must be completed before others can be configured. Here’s a preview of the features to select and customize during your setup experience:

            • User verification allows chat conversations to persist beyond a single interaction, and across tabs and devices. Learn More.
            • Pre-chat forms use visible and hidden fields to collect basic details and other essential information like an email address. These inputs can be set to parameters and travel through your channel for a specific outcome you set. Learn More
            • Bots ease the chat burden on your support team for routine requests. Add a bot for routine inquiries or use as a quick pre-chat setup experience. Learn More
            • Omni-Channel allows you to direct customers in your channel with queue, service rep, skills or bot-based routing using Omni Flow.Learn More
            • Object lookup and creation added to your Omni Flow provides service reps with customer records as leads, cases, or contacts, so they have everything they need at their fingertips. Learn More
            • Branding, yes! You can customize the look and feel of your chat experience for mobile and web channels. Pick colors and fonts and customize your window.
            • Custom Labels can match the voice and tone of your website. Update your label text and add some zing to your chat window for mobile or web.
            • Messaging Components let you send structured content to customers for a more interactive and efficient chat experience. Learn More
            • Push notifications for your mobile channel are an effective way to stay in touch with customers. Configure this feature as part of your deployment setup. Learn More
            • Mobile SDK information is available for developers in our Enhanced In-App Chat Developer Guide. Learn More
             
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