Set up Enhanced Chat so employees can get help from the IT Service Employee agent on the
self-service portal. The IT Service Employee agent can help find resources, resolve issues, and
provide assistance to your employees conversationally and reduce the ticket load for your IT
support team.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
- Enhanced Chat for IT Service Employees
Offer a way for your employees to connect with an Agentforce agent from the self-service portal for immediate assistance. Use the Salesforce Go automation to speed up the setup process for Enhanced Chat embedded messaging. Then, complete the remaining steps manually to deploy Enhanced Chat to the employee portal.
- Give Users Access to Enhanced Chat for IT Services
Give employees access to the IT Service Employee Agent and prepare IT support reps to receive Enhanced Chat conversations transferred from the agent.
- Transfer Enhanced Chat Conversations to IT Support Reps
Configure the IT Service Employee agent to transfer escalated Enhanced Chat conversations to the messaging queue for IT support reps.
