Unlocking the Hidden Potential of Salesforce Live Agent Using APIs & Toolkits to Extend Out-of-Box Live Agent Features

 Patrick Sheil  @patrickasheil

Session Agenda

  Pre-Chat API

•  Capabilities & Business Use Cases

•  Demonstration

  Console Integration Toolkit for Live Agent

•  Capabilities & Business Use Cases

•  Demonstration

  Customizing Live Agent with REST API

•  Capabilities & Business Use Cases

•  Demonstration

  Q&A

Patrick Sheil @patrickasheil

Pre-Chat API: Capabilities & Business Use Cases

The Live Agent Pre-Chat API allows you to access customer details from pre-chat forms to better incorporate them into the customer service experience.   Gather manual input from the customer and present it to the agent   Match the input with existing records in Salesforce   Create new records if needed   Populate relationships between newly-created records   Designate which tabs to show to the agent on a form-by-form basis   Send in lots of additional data to better customize the customer experience

The Salesforce Console Integration Toolkit provides you with programmatic access to the Salesforce console so that you can extend it to meet your business needs.   Manage the behavior of tabs in the console   Add event listeners to wait for specific actions to occur   Monitor for specific Live Agent Chat events, both from the Agent Console side

and from the Customer Chat Window   Perform custom logic on events firing

Service Console Toolkit: Capabilities & Business Use Cases

Force.com REST API to Manage Live Agent Settings

Since Live Agent Objects are still relatively new, we can’t manage all of them via Apex DML operations. Luckily, we can make changes to them via the REST API, making it easier to surface Live Agent configuration to end-users.   Assign and unassign users & profiles to Skills   Assign and unassign Skills from Chat Buttons   Modify Live Chat Deployments & Manage Domains

Q&A

Thank you