Set Up Chat with a Guided Setup Flow

Where to Access the Setup Flow

This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting Service Setup.

In Service Setup, you can find recommended setup flows, content, and tips based on what you’ve set up already. If you don’t see the setup flow you’re looking for, you can click View All to see the full list.

Select the tile to launch the flow.

What Does This Flow Do?

In this setup flow, we walk you through:

• Setting up chat routing with Omni-Channel
• Specifying the website where you want customers request a chat
• Selecting which records you want to link with your chats
• Creating an offline support form so your customers can log a case while your team is away
• Using the Embedded Chat code snippets to allow chat on your website

Note We named a few of these objects for you.

We also turn on several things in the background during the setup flow.

Enabling Chat and Omni-Channel

We turn on Chat and Omni-Channel if you haven’t already. When Chat is enabled, Salesforce creates a default Chat configuration, which defines settings for your chat agents.

Service Channel for Chats

Service channels let you choose which objects you want to route in Omni-Channel. We create a service channel for chats so your customers' chats can get to someone on your team.

Basic Omni-Channel Setup

We give you a basic Omni-Channel implementation that’s ready to route chats.

• A queue enabled for chat, to hold incoming chats until they’re routed to someone on your team
• A routing configuration and presence configuration, which work in tandem to control your team’s workload and set the priority for chats in your queue

Assigned User Licenses

We assign Service Cloud User and Chat User licenses to the users you select during the flow. These users are also granted the necessary user permissions to chat with customers in the console.

Presence Statuses

Presence statuses are how users go online in Omni-Channel. We create three presence statuses for your team to use: Available - Chat, On Break, and Busy. The Chat status makes the user available to accept chats only.

Permission Set with Presence Statuses Assigned to Users

To make sure that your team has access to the presence statuses we create, we make a permission set that assigns the presence statuses to the users you select in the setup flow. The permission set is called Chat Setup Flow (with developer name Live_Agent_Setup_Flow).

Chat Deployment and Chat Button

We create a Chat deployment with default settings. We also create a chat button, which is named based on what you name the group of users you assign to the chat queue. These objects are used to connect Chat to Embedded Service.

Embedded Service Deployment

Your Embedded Service deployment uses your Chat deployment and chat button to provide a chat window that you embed in your website. We create an Embedded Service deployment with default settings and branding selection.

Salesforce Site

If you don’t have an existing Experience Cloud or Salesforce site, we create one for you after your provide the naming convention.

Guest User Access for Your Site

If you turn on Offline Support, we turn on guest access to the Support API on the Salesforce Site you select or create in the flow. This allows your customers to log cases using your offline support form.

Omni-Channel Utility

We add the Omni-Channel utility to your default Lightning Console app. This allows your agents to go online and accept incoming chat requests in Omni-Channel.