Help Customers as a Team

Use Snap-ins for your Live Agent chat conferences in Salesforce Classic. With chat conferencing, support agents can work together to solve your customers’ trickiest problems. Add custom avatars to help customers keep track of who’s who in a group chat, or add flair to a one-on-one chat. If you don’t set an avatar, the agent’s initials are displayed in your color scheme instead.

Where: This change applies to Salesforce Classic. Live Agent is available in Performance and Developer edition orgs that were created after June 14, 2012, and in Unlimited and Enterprise edition orgs with the Service Cloud. Chat conferencing is available using the Snap-in code snippet version 5.0 or later.

How: To turn on chat conferencing, identify the Live Agent configuration that you’re using with your Snap-in. Go to the Live Agent Configurations setup page in Salesforce Classic, and enable chat conferencing. To set a custom avatar, edit Custom Branding in the Live Agent settings for your Snap-in deployment.



Omni-Channel routing is not supported for chat conferencing. Make sure that your Live Agent configuration uses Live Agent routing. Your support agents can use chat conferencing only in Salesforce Classic.