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Setting up a native live agent demo with customer portal

Knowledge Article Number 000044641
Description This outlines the steps needed to setup a simple live agent component that is available on your customer portal
Resolution Pre-requisites
  1. You have a customer portal setup and customer portal users created
  2. You have native live agent licenses provisioned to your org
  3. Your user record has the live agent license type assigned
Create a Skill
  1. Go to Setup | Customize | Live Agent | Skills – click New button
    • Name = Technical Support
    • Available user = <your own user record>
  2. Click Save
Create an Agent Configuration
  1. Go to Setup | Customize | Live Agent | Agent Configurations – click New button
    • Live Agent Configuration Name = Technical Support
    • Select the applicable chatlets
    • Available user = <your own user record>
  2. Click Save 
Create a Chat Button
  1. Go to Setup | Customize | Live Agent | Chat Buttons – click New button
    • Live Chat Button Name = Technical Support
    • Skill = Setup
    • Routing Type = Choice
  2. Click Save
  3. Copy the Chat button code and paste it into a txt file
Create a Deployment
  1. Go to Setup | Customize | Live Agent | Deployments – click New button
    • Live Chat Deployment Name = Support
    • Chat Window Title = Support
  2. Click Save
  3. Copy the Deployment code and paste it into the same txt file below the Button Code
Preparing the Online & Offline images
  1. Upload an “online image” to documents tab (use attached image). Mark the image as externally available.
  2. Right-click on the image and copy the image URL, it will look something like:
    • https://c.na1.content.force.com/servlet/servlet.ImageServer?id=01530000002IaO4&oid=00D30000001INyB&lastMod=1331819281000
  3. In the txt file replace “<!-- Online Chat Content -->” with the URL of your online image and include the <img> tag. It will look something like:
    • <img src= "https://c.na1.content.force.com/servlet/servlet.ImageServer?id=01530000002IaO4&oid=00D30000001INyB&lastMod=1331819281000">
  4. Upload an “offline image” to documents tab (use attached image). Mark the image as externally available.
  5. Right-click on the image and copy the image URL, it will look something like: https://c.na1.content.force.com/servlet/servlet.ImageServer?id=01530000002IaO9&oid=00D30000001INyB&lastMod=1331819300000
  6. In the txt file replace “<!-- Offline Chat Content -->” with the URL of your online image and include the <img> tag. It will look something like:
    • <img src=" https://c.na1.content.force.com/servlet/servlet.ImageServer?id=01530000002IaO9&oid=00D30000001INyB&lastMod=1331819300000">
  7. You should now have all of the code needed to make a HTML home page component that can be used on your customer portal
Create a home page component
  1. Go to Setup | Customize | Home | Home Page Components – click New button - click Next
  • Name = Live Agent
  • Type = HTML Area
  1. Click Next
  2. Select Component Position = Narrow (Left) Column
  3. Click the Show HTML checkbox
  4. Paste in all of the code from you txt file
  5. Click Save
  6. Go to Setup | Customize | Home | Home Page Layouts – click edit beside the page layout that is used by your customer. Add the new home page component to the page layout
Test it out
  1. Click on the Live Agent tab
  2. Click on the Launch Agent Console button
  3. In a separate tab / window, login as a customer portal portal user
  4. You should see the online image displaying where your new home page component is
  5. Click on this to initialize a chat
  6. From the live agent console you should see the incoming chat on the left hand side
  7. Click on this and then click accept
  8. Start chatting!
NOTE: SALESFORCE NO LONGER SUPPORTS HTML




Attachments
Name Type Size
chat online.gif
3KB
chat offline.gif
2KB

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