This usecase describes the steps necessary to use Chatvisor Co-Browsing and Live Chat out of your Salesforce organization.
Customer is a user who writes a message through the chat.
User/Agent is the user/agent who answers the chat.
Contact Salesforce object corresponding to an customer in Chatvisor.
Case Salesforce object corresponding to an Webchat in Chatvisor.
Details Page the Lightning Page displaying a single record.
Connected App allows for the integration with Salesforce.
Visualforce Page to display the Co-Browsing/Live Chat.
Managed Package collection of the components that are necessary within Salesforce.
Lightning App Builder point and click tool to customize your pages.
You can embedd Co-Browsing directly on your Contacts Page. Your customer will be automatically matched with the corresponding Contact. Requirement is that the customer can be identified by a tag that corresponds to one of these attributes in your Salesforce Contact:
The Live Chat can be embedded in the Contact Details Page and Case Details Page. When your agent resolves a webchat, speak setting the status of the webchat to
Done, the Case can be automatically exported as new Case into Salesforce.
After resolving a case, a dialog will open that notifies the user that a new Case will be created in Salesforce. This behaviour can be turned of to allow for immediate export of the case.
Install the Managed Package
To use the Chatvisor Salesforce integration you are required to install our Managed Package.
To Install the Chatvisor Managed Package go to this link and follow the instructions:
Install Managed Package
Sandbox To install the package in a sandbox, replace login with
test Note: The installation can take a few minutes.
Customize with Lightning App Builder
Co-Browsing and Live Chat are available as Visualforce Pages. To use these in your existing Lightning Page you need to add them through the Lightning App Builder.
Click on the wheel icon on the page you want to add Chatvisor and select
This will open the page in the Lightning App Builder were you can customize the design of the Page. To add Chatvisor you need to select the Component
Visualforce and place it wherever you want it to be(In our example it is placed in the middle of the page). In the settings for the VisualForce Page on the right hand side under the attribute
Visualforce Page Name choose either
VFP_CONTACTS_COBROWSING for Co-Browsing or
VFP_CONTACTS_CHAT for the Webchat.
If you resolve a Webchat, a new Case will be created in Salesforce. This Case will be associated with a contact if the email of the customer is provided and a contact containing this email exists. It also contains a field that stores the transcript of the webchat.
To immediate create Cases in Salesforce go to
Settings -> Connections -> Salesforce and mark the checkbox.
- Make sure that under
Setup -> Apps -> Connected Apps -> Manage Connected Apps -> Chatvisor Connector the field
Permitted Users is set to:
Admin approved users are preauthorized
- The email address used by the Salesforce user must be the same as setup in Chatvisor
- If the error “Oops, there was an error rendering Canvas application...” appears then: go to the Connected App via the link provided and enable
User Profiles who can use the app under
Profiles-> Manage Profiles