Set up Chat in Energy & Utilities Contact Center Console

Set up the chat in your Energy & Utilities Contact Center Console and Utility Self Service Portal to allow customers to chat with service agents in real time or offline.

1. Enable the Chat User feature license:
   1. In Setup, enter Users in the Quick Find box, then select Users.
   2. Select a user from the list view.
   3. On the User Detail page, select the Chat User checkbox.
   4. Save your changes.
2. In the Setup menu (where you would access Salesforce Setup), select Service Setup.
3. In Recommended Setup, click the View All link.
4. Enter Chat in the search box then select Chat with Customers.
5. Click Start.
6. Enter a Queue Name, an agent group name in Name This Group, then select yourself as a member from the list and click Next.
7. Set the Priority of the chat to 1 to give it the highest priority, then click Next.
8. Set the Work Item Size and Agent Capacity, then click Next.

   For example, to set agents to handle a maximum of 4 chats at the same time, enter 1 in Work Item Size and 4 in Agent Capacity.

9. In Website URL, paste the Self Service Portal URL, then click Next.
   To find your Self Service Portal URL:
   1. From Setup, enter All Sites in the Quick Find box, then select All Sites.
   2. Copy the Self Service Portal URL up to /service. For example, https://<MyDomainName>.my.site.com.
10. Select Service to link the chat with cases and contacts, then click Next.
11. To create a support form that lets your customers log a case when your service agents are off-duty, follow these steps:

    • Set Offline Support to On.

    • In Set Case Fields, select the fields for display in the support form.

      You can add or remove fields, and even choose the order in which they appear on the support form.

    • Click Next.

    After the chat is created, a Salesforce displays a chat code snippet.

12. Copy the code snippet using Copy to Clipboard. Use the snippet to embed the chat in the Utility Self Service Portal. If you need to retrieve the code snippet later, go to Embedded Service Deployments in Setup and find the chat app there.
    

    Note The code snippet acts as a connector between the Utility Self Service Portal and the Contact Center Console. This ensures that utility customers using the Self-Serve Portal can send and receive messages to the service agents using the Console.
13. To finish setting up the Chat with Customers feature, click Next, then Done.