This document explains the configuration process of OmniChannel Chat with AgentAssist.

Prerequisites

• Enabled OmniChannel Chat
• Ability to complete chat conversations in Salesforce

Steps to Configure OmniChannel Chat

1. Install the Kore AgentAssist package in the org.
2. Configure the AgentAssist package and features:
   1. Click the app launcher.
      
      
   2. Type kore in the search bar, and select Kore AgentAssist Feature Configuration from the displayed list.
      
      
   3. Click New from the right top corner of the page.
   4. Enter Omnichannel Configuration in the Configuration Name field. (You can enter any relevant name.)
      
      
   5. Keep the CTI Provider field as is. For an Omnichannel solution, selecting a CTI Provider is not required.
   6. Select Chat, Chat and Voice, or Voice from the Salesforce OmniChannel Solution list.
      
      
   7. Select Active.
   8. Click Save.
3. Configuring Salesforce with Kore AgentAssist credentials::

1. 1. Click the app launcher.
   2. Type config in the search bar and select Kore AgentAssist Configuration from the displayed list.
   3. Click New from the right top corner of the page.
   4. Enter the required values in the AgentAssist URL, Bot ID, Client ID, and Client Secret fields. To get these values:
      1. Sign in to AgentAssist.
      2. Go to Configuration > Channels > Chat.
      3. Click the copy buttons against the required fields.
         
   5. Select Active.
   6. Click Save.
      
      

Add Component to the page 

1. Go to App Launcher and select Chat Transcripts.
   
   
2. Open any record of chat transcripts.
3. Edit the page by clicking the gear icon on the top-right corner.
   
   
4. Under Custom – Managed components, find the component:

   Component name: OmniChannel_AgentAssistChat
   

5. Drop the component and place it on the Record page.
   
   
6. Click Save.
7. Click Activate and activate the page as per your requirement.
8. Go back to the Service Console and initiate another chat from the customer-facing or the demo web page.