Salesforce Live Chat

Salesforce Live Chat is a native Salesforce tool that enables customer service teams to communicate in real-time with their website users.

While Salesforce Live Chat is intended to handle smaller, quick issues that can easily be resolved in one interaction, you can use Salesforce Omni-Channel to handle more complex issues and thus help create a seamless connection between all of your customer service channels so your agents can easily handle chat as well as other channels like cases from emails and phones.

This section provides information on how to integrate DRUID chatbots with Salesforce Live Chat.

Prerequisites

• You built and published a DRUID chat bot.
• You have a Salesforce account (Service Cloud account).

Step 1. Enable Digital Experience and activate Live Chat features in Salesforce

Log into Salesforce and enable Digital Experiences and Chat Agent following the instructions provided in Salesforce documentation. After you finish adding the Chat Agent to the Service Console, also enable Omni-channel and activate it on the agent side (add the Omni channel utility to the console).

Now you’ve got your chat configuration ready to go; the snippet code is generated.

Copy the snippet code and paste it in a text editor. From the snippet code, copy the following details as you will need them to configure Live Chat in DRUID: organizationId, deploymentId, buttonId and baseLiveAgentURL.

Step 2. Configure Salesforce Live Chat for your bot

In the DRUID ChatBot Portal, go to the bot details, click the Live Chat section header and from the LiveChatProvider field, select Salesforce.

Configure the Salesforce Live Chat as follows:

In order for Live Chat events to be raised, you need to set up on the bot the timeout parameters provided in the table below.

From the LiveChatClientDisconnectedFlowId field you can select the flow you designed specifically to capture client's feedback.

After you finish setting up Salesforce Live Chat in DRUID, you need to create a specific flow as described below.

Step 3. Create flow

Create a flow with one step which has as Pre Action the internal action ConnectToHelpdeskAgent.

You can also set [[ChatUser]].Name and [[ChatUser]].HelpdeskSubject as variables that can be sent to Salesforce.

Step 4. Run the flow

Make yourself an available agent in Salesforce and be in your Service Console; otherwise, you won’t see incoming chats.

Open the chat and run the flow you created at Step 3 (entering the flow utterance in the chat).

Step 5. (Optional) Get the Engagement ID in the conversation context

The Salesforce-generated chat session ID (engagement ID) is particularly useful for performing additional configurations in Salesforce while the client is in the waiting queue.

To get the engagement ID in the conversation context, manually add the [[HelpdeskClient]].ExternalEngagementId field in the DRUID Portal. This field will be automatically populated when the client is placed in the waiting queue.

Sending the conversation transcript to Salesforce Live Chat Agents

Most contact centers want their helpdesk agents to get the transcript of the conversation the client had with the bot prior to being engaged in a live chat session.

In order to save the conversation transcript and make it available for Salesforce Live Chat agents, on the flow that connects the client with the agent, make the following settings:

1. On the step where you call the internal action ConnectToHelpdeskAgent(Post Actions section), in the Pre Actions section, call the internal action GetConversationTranscript.
Important!   When calling the GetConversationTranscript internal action on the same step where you call ConnectToHelpdeskAgent, make sure to call it in the PreActions section. Calling it in the PostActions section will not send the conversation transcript to agents.
Hint:   You can call the GetConversationTranscript internal action on a previous step.
2. On the ConnectToHelpdeskAgent internal action add the following:
Copy

{
    ”SendConversationTranscript” : true
}

 

Hint:  You can send additional client information (like Custom Fields) to Salesforce Live Chat Agents together with the conversation transcript. For more information, see Handling multiple queues and sending Contact Center Parameters.
3. Save the step.

{
     "SendConversationTranscript":true,
     "ContactCenterParameters": {
       "buttonId": null,
       "language": null,
       "agentId": null,
       "screenResolution" : null,
       "userAgent":"Druid",
       "visitorName":null,
       "buttonOverrides": [ "bntid" ],
       "prechatEntities": [],
        "prechatDetails": [
            {
                "displayToAgent": true,
                "entityFieldMaps": [
                    {
                        "entityName": "[[Variable]].VariableField",
                        "fieldName": "Email",
                        "isAutoQueryable": true,
                        "isExactMatchable": true,
                        "isFastFillable": false
                    }
                ],
                "label": "E-mail Address",
                "transcriptFields": [
                    "c__EmailAddress"
                ],
                "value": "jon@example.com"
            }
        ]
    }
 }