Salesforce Web Messaging Configuration (New Chat)

This document provides instructions on connecting your messaging channel to a website with a new embedded deployment on the Salesforce Omni-Channel Service Cloud with Agent AI.

Prerequisites

• Developer or a Production Salesforce org
• Basic knowledge of Salesforce terminology

Enable Omni-Channel

1. Sign in to your organization.
2. Go to Salesforce Service Setup.
3. In the quick find box, search Omni-Channel Settings.
4. Select Enable Omni-Channel, and click Save.
   

Configure a Messaging Channel for Web Deployment

1. Sign in to your organization–if you are in Salesforce Classic, switch to Lightning Experience.
2. Follow this Salesforce documentation to configure your Embedded Service Deployment, https://help.salesforce.com/configure_web_deployment.

Add the Omni-Channel Utility to your Lightning Application

1. Go to Lightning Experience > Setup.
2. Enter “App” in the quick find box.
3. Select App Manager.
4. Click the dropdown list next to the console app that you want to add Omni-Channel to (for example, Service Console), and click Edit.
5. Click Utility Bar > Add.
6. Click Omni-Channel.
7. Click Save.
8. Click Done.

Enable Service Presence Status Access

1. Enter Profile in the quick find box, and then select Profiles.
2. Select System Administrator.
3. Edit Enable Service Presence Status Access, and assign Presence Status Available – Chat, On Break, and Busy.
   

Assign Permission Set License Agreement

Users must have the following Permissions Set License Agreement to be configured to attend the incoming chat request as an agent:

1. Go to Setup > Users, and click Users.
2. Click a user name, and it opens up the User Details page.
   
3. Scroll down to the Permission Set License Assignments section, click Edit Assignments, and search for Messaging User and Messaging for In-App and Web User.
4. Enable these two, and click Save.
   

Configuring the App

1. Select App Launcher.

2. Click the tile for the app that you want (Service Console, in this case).
   

3. Click the Omni-Channel widget to set the agent online.
   

Testing the Chat

1. Go to Service Console, open the Omni-Channel widget, and set Presence Status to Available – Chat.
   

2. Open the chat from the Chat Client:

   1. Go to Setup, and type Embedded in the quick find box.
   2. Select Embedded Service Deployments.

   3. Click the dropdown list, and select View.
      

   4. Click Test Messaging from the Embedded Service Deployment Settings.
      

      1. It opens up a Visualforce page, and the bottom-right side of the page shows a chat popup button:
         

      2. Click this chat popup button, and it expands and opens up a chat window, where you as a user can initiate a conversation. (If you get any error message on the browser console, see the Troubleshooting steps).
         

      3. Accept the chat in the Salesforce Omni-Channel inside the service console. Initially, it comes under the New tab.
         

      4. Once you accept the work item, it comes under the My work tab. Now, you can start a conversation with a customer. It pops up a new Messaging Sessions page for every new conversation.
         

3. Start the conversation.
   

   

Troubleshooting with Setup

To troubleshoot common issues encountered during this configuration for the first time, follow this link

https://help.salesforce.com/s/articleView?id=service.miaw_troubleshoot.htm&type=5

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