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Salesforce Live Agent

When using Live Agent, Medical Information Cloud Inquiry Management provides sidebar components that mimic the out-of-the-box Case layout for Interaction Notes and Related Records to provide a similar experience for Users when answering a Live Agent chat. The content below illustrates how to leverage these components, and is not intended to be an exhaustive guide around enabling Live Agent functionality.

Prerequisites

The following items are required before being able to take advantage of the new sidebar components:

  • Salesforce OmniChannel is enabled.

  • Live Agent service channel is available in Omni Channel.

  • OmniChannel and Live Agent are fully configured and working.

Enablement

To enable the Chat Transcript for the Live Agent service:

  1. Navigate to Setup > Object Manager > Chat Transcript > Lightning Record Pages and select a Page.

    Note

    If you do not have any pages, create a new one.

    1. Click New > Record Page > Next.

    2. Provide a label and set the Object type to Chat Transcript.

    3. Choose a page template or select CLONE SALESFORCE DEFAULT PAGE > Default Chat Transcript Page and click Finish.

  2. From the Components list, locate Visualforce. Drag and drop it onto the Lightning Page Canvas.

  3. Configure the Visualforce Page Name as follows:

    1. Label: Not required

    2. Visualforce Page Name: MED_LiveChatInteractionLauncher

    3. Height: 1

  4. When you are finished, click Save > Activate.