Live Chat

Live Chat Integration in Omni Channel

by Sachin Kaushik,on Wed May 13,2019

Live Chat in Omni Channel Communication System is powered by Live Chat Integration, which controls the behaviors and settings that are available to live chat users, Similarly, Omni Channel uses Presence Configuration to control the behaviors and settings that are available to Omni-Channel users. You can integrate Live Chat with Omni-Channel so chats are routed just like other work items, and you can even use Omni-Channel routing for your chats. Whichever way you use Omni-Channel with Live Chat, your Chats are then able to accept or reject chat requests right from the Omni-Channel widget.

When you integrate Live Chat and Omni-Channel, your Live Chat users also become Omni-Channel users, so your chats need to be associated with both a Live Chat Configuration and a Presence Configuration. Luckily does some of the heavy lifting for you when you enable Omni-Channel with your current Live Chat implementation.

For each Live Chat Configuration that you already have in your organization:

• Creates a corresponding Presence Configuration for each of your Live Chat Configurations

• Sets the chat capacity for each Presence Configuration to what’s set in its corresponding Live Chat Configuration

• Assigns your chat Chats to the new corresponding Presence Configurations

If you have Live Chat enabled but don’t have an implementation, when you enable Omni-Channel, CRM/website creates a Live Chat Service Channel.

CRM does all this automatically so there’s no disruption to your Chats’ workflow. They can start accepting chats through Omni-Channel in the console. The only difference they see is that they now use Omni-Channel in the console to set their status and accept chat notifications. They may also see a change in their status options, as Omni-Channel presence statuses are configurable.

If you want to use Live Chat and Omni-Channel in Lightning Experience, you must use Omni-Channel routing for your chats. All you have to do is create a chat button with the routing type Omni and assign your agent Chats to queues. Then, add the Omni-Channel utility and Live Chat Transcripts to your Lightning Console App and you Chats can start accepting chat requests.

Benefits of Live Chat Integration:-

A low-barrier option

Live chat is accessible. With chat, customers don’t have to spend time searching for contact details or email addresses. They simply land on your website and launch a session.

The convenient channel

For customers, one of the key benefits of live chat software is its convenience. They can use it with minimal disruption to their day, typing out messages whilst continuing to multi-task.

Quick connections

Rather than waiting on hold listening to awful music, or waiting an unknown stretch of time for an email response, live chat offers an instant connection to a real person.

Rapid resolutions

As well as this quick connectivity, chat resolves the issue at hand rapidly. On average, it only takes 42 seconds to resolve a query using live chat software – making it a highly efficient channel.

Easy to monitor

The benefits of live chat software are multifarious for your management team. With chat, it’s easy to monitor sessions and transcripts, conduct quality control and both support and supervise agents.

Prevents cart abandonment

By reaching out at the right time with the right chat message, you can prevent website visitors from abandoning cart and close the deal you were about to lose.

Makes your business approachable

Another of the overlooked benefits of live chat software is its capacity to encourage engagement. It makes you more approachable, as visitors with piqued interest can contact you on a whim.

Powers personalized service

Because chat integrates with your CRM, it enables you to pull in the customer’s account details immediately and offer personalized, informed service from the off.

Supports your digital transformation

In the race to digitally transform, businesses are looking to go paperless with their customer communication. When integrated with customer portals, live chat software goes a long way in supporting that goal.

Offers a secure environment

One of the bland but truly essential benefits of live chat software is its security.

Reduces call volumes

With live chat option, you can direct customers away from the phone and free up agent availability. Agents can handle multiple chats at once, meaning you can deliver quicker service, to more people.

Live Chat Integration in Omni Channel

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