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How to create case from live agent chat automatically?
It makes the chat agent very diffcult to use. Without creating a case you can’t track the number of chat sessions reps take. We also would like to have a Case created automatically when a Live Support ends, unless there is a Case added to the Transcript. There may be a case where someone uses Live Support to check on an existing case.
How many live chats should an agent have?
The industry benchmark is 2 live chats per agent at a time, but experienced agents can take on up to 3. In order to keep customer satisfaction levels high and avoid response delays, we would not recommend an agent take on more than 3 active live chats at a time.
Can you create a case on Live support?
Without creating a case you can’t track the number of chat sessions reps take. We also would like to have a Case created automatically when a Live Support ends, unless there is a Case added to the Transcript. There may be a case where someone uses Live Support to check on an existing case.
Why do people like to use live chat?
Research by Software Advice shows that the extinction of waiting queues is the primary reason why people prefer live chat. Customers can go about their day while being helped. Live chat allows users to continue browsing, posting and working – your agent solves the case along the way.
When to create a Salesforce case from live agent?
When it was blank, or setting it to ‘Chat’, it creates the case with origin ‘Web’. I do not see anything on the prefix on the subject line. Only what was typed in by the customer on the preChat form. It’d be helpful to set it to ‘Chat’ when it originates from live agent.
How do you create record types in Salesforce?
First, create record type using the product support process and the correct picklist values for the Type field. While still viewing Case in the Object Manager, select Record Types. Click New and complete the field details. Ensure Active is selected. Select the Make Available checkbox and ensure all checkboxes in the column are selected. Click Next.