Salesforce Live Agent
Support your customers and prospects while they’re still on your site or in your app with real-time, live chat software.
Your bot will respond to all incoming messages as part of your Salesforce Live Agent team. The conversation can be transferred to an agent if the bot can't answer a question or upon user request.
Use-cases
- Tier 1 customer service and FAQs
- Workflow automation
- Provide support when your agents are offline
Key features
- Respond immediately to all user chat requests as a bot
- Transfer to a human agent
- Update the user on their place in the queue
- Update the user if a human agent is unavailable
- Respond as a human agent in Salesforce Live Agent
- The customer stays on the same page to continue the chat with an agent
- Create notes to provide context to the human agent
- Bot pausing on assignment to an agent and unpausing when the chat is closed
- User profile data syncing
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