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Enhanced Chat Setup
Shoppers engage with the B2C Shopper Agent through real-time, chat-based conversations with a mobile app or at a digital storefront. Set up the necessary messaging channels by configuring Enhanced Chat for the agent.
- Set Up Omni-Channel Routing for Enhanced Chat
Omni-Channel routing directs customer messages over an enhanced chat messaging channel to the B2C Shopper Agent, so the Agent can engage with the shopper. Create a routing configuration to define the work size and priority when assigning conversations to the messaging queue. - Create an Omni-Channel Routing Flow for the Shopper Agent
The Omni-Channel flow routes messages and information about the shopper to the B2C Shopper Agent. Before you create the flow, make sure that your agent is active. - Configure a Messaging Channel for the B2C Shopper Agent
Create an enhanced chat messaging channel to pass customer information to the B2C Shopper Agent before a chat begins. To this channel, add custom variables that provide context about the shopper. - Add the Messaging Component to Enhanced Chat
The Commerce Messaging Components (CMC) transforms the JSON output in the chat window to facilitate the interactions between shoppers and the agent. Upload the necessary component to your Salesforce org to add the messaging bubble component. - Customize the Enhanced Chat Welcome Message
When a shopper begins a chat with the B2C Shopper Agent, they see the welcome message first. Customize this message and add images.
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