Agent Force PDF

Chat will still be accepted in the same way, once a chat is accepted, it will take up the whole screen using a new salesforce object called, "". This will have the clients conversation with Lana and a space you a can reply. Items on the right you may find useful: Link to Client Contact Card Link...

Chat will still be accepted in the same way, once a chat is accepted, it will take up the whole screen using a new salesforce object called, "". This will have the clients conversation with Lana and a space you a can reply. Items on the right you may find useful: Link to Client Contact Card Link to Case Service Replies: this gives you AI suggestions to answer to your client's query. If you find one is a good answer, you can just click on Post to send it directly to the client with no changes or click Edit if you would rather make changes before sending the message. Wrap-Up: This uses AI to give a description of your chat to be included in the case Better Experience: You and clients will now be able to attach to your messages, this means sending screenshots! Clients can now ask the bot to add a case comment when someone is not available to accept the chat. Cases passed from Lana will have AI generated case subject and description Layout changes Case is still automatically created, but it does not open when the chat starts. Click on the link on the righrt side of the screen to open the case. Once a chat has ended and you closed it in SF, you can access the transcript from the case. Click on the Details Tab in the case and scroll to the very bottom section. "System Information" and Click the link for "Case Source"