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Allow Live Agent to also transfer file to customer

In the pilot feature - transfer files, the cutomer can send files to Agent. However Agent can't send files to Cutomer.We want it can also work for Agent. It's also very important for Agent to send files/screen shot as support to help… Show more

134 comments · 5 years ago

910  Points
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Idea has been posted. Give it an upvote or downvote.

Add Recently Viewed Pages to Live Chat Transcripts in Lightning Experience

In the Classic Experience you would be able to view the web pages visitors were currently and recently on in a section called "Recently Viewed Pages" for Live Agent chats. You do not have this ability in the Lightning Experience. This is… Show more

4 comments · 1 year ago

380  Points
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Live Chat Transcript - Quick Actions

My agents would like the option to create a custom object after a chat is finished. Having the ability to create a Quick Action for this would be a helpful addition for a point and click admin like me. Show more

7 comments · 9 months ago

510  Points
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Idea has been posted. Give it an upvote or downvote.

Workaround for Live Agent Desktop notification in Lightning

In Salesforce Classic you have the option of having a desktop notification when receiving a new Live Agent request via Console. This option is not working in Salesforce Lightning meaning If an agent is using another application the new Chat… Show more

14 comments · 11 months ago

730  Points
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Lightning Omni channel - no way to reconnect after customer reboots pc

We are using Salesforce Lighting with Omni channel for chat technical support.  With our previous solution for chat support (non salesforce application), in the event we needed to reboot a customers PC, we had the ability to 'pin' a… Show more

0 comments · 9 months ago

50  Points
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Idea has been posted. Give it an upvote or downvote.

Disable the collapse feature in support console live agent screen

In a Live Agent/Chat session, it creates a frame on the left and there is an option to collapse that chat frame. If you collapse that frame, you will not notice new chat requests. Need an ability to disable the agents from collapsing that frame?. The… Show more

0 comments · 13 days ago

320  Points
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Idea has been posted. Give it an upvote or downvote.

Visible online status/color for Omni Channel chat in Lightning Experience

In Classic, when you are active on Live Agent the icon has a green dot when list is collapsed In LEX, when you are active on Omni Channel for chat there is no visual indicator you are online.  Is there anyway to set the indeicator when the list is… Show more

2 comments · 9 months ago

350  Points
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Idea has been posted. Give it an upvote or downvote.

Live Agent-Alert supervisor that flag is raised if they aren't on Supervisor tab

In Live Agent, when in the Supervisor panel, a supervisor can see when an agent raises a flag and can assist. However, if a supervisor in on another tab, let's say Cases, they will not know that an agent needs assistance because there is no… Show more

11 comments · 10 months ago

170  Points
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Idea has been posted. Give it an upvote or downvote.

Attaching articles to a chat using the Share button in lightning

Hi trailblazers, with the classic console service reps have the possibility to easily attach an article into an ongoing chat. This functionality is clearly described in following article: https://help.salesforce.com/articleView?id… Show more

2 comments · 1 year ago

100  Points
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Idea has been posted. Give it an upvote or downvote.

Live Agent users must log out and back in to apply skill changes

If you organization requires agents to have Live Agent skill changes during their shift while logged in, Salesforce Support states that agents must log out and back in to apply changes made to skills. This requirement can be operationally disruptive.… Show more

0 comments · 11 months ago

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