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
- Install the Kore AgentAssist package in the org.
- Configure the AgentAssist package and features:
- Click the app launcher.
- Type kore in the search bar, and select Kore AgentAssist Feature Configuration from the displayed list.
- Click New from the right top corner of the page.
- Enter Omnichannel Configuration in the Configuration Name field. (You can enter any relevant name.)
- Select Chat, Chat and Voice, or Voice from the Salesforce OmniChannel Solution list.
- Select Active.
- Click Save.
- Click the app launcher.
- Configuring Salesforce with Kore AgentAssist credentials::
Add Component to the page
- Open any record of Chat Transcripts.
- Edit the page by clicking the gear icon on the top-right corner.
- Click Save.
- Click Activate and activate the page as per your requirement.
- Go back to the Service Console and initiate another chat from the customer-facing or the demo web page.