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Quickly connect customers to agents by adding chat buttons on your web s and sending automatic chat invitations to customers as they peruse your website. Support agents use the Chat Console to send and receive messages.
Omni-Channel routes chat requests k the right agent based on availability and qualifications. Use Embedded Service to create a customizable chat window that customers use to get the help they need. Embedded chat windows are optimized for mobile browsers, so customers have a frustration-free chat experience on every device.
Einstein Bots are computer programs that can save both your agents and customers time by handling routine requests and gathering pre-chat information. Bots are your agents' allies—not their replacements.
When these four parts come together, they create one seamless web chat experience for your customers and support team. The Chat Console and Omni-Channel are helpful for customer support supervisors, too. dhat
They can also run reports on live chat session records to gain insight into how their agents are performing. You can implement Chat almost entirely in Setup without writing code.
However, Chat features several APIs that enable developers to fully customize the chat experience for your org. Then, add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience.
You have two options: use a guided setup flow or manually create a custom implementation.