Chat with Customers in Lightning Experience
- Looking Sharp in the Console
Gone are the days when chat was delegated to the top corner of the console.
By default, the agent chat window is large and in charge in the center of the agent’s view, complete with a chat header to help agents differentiate between chats (1). You also get past chats, which lets your agents view previous chats with a repeat customer (2). Agents can also find their chat features above the text box, right where they should be (3).
- Ping! New Notifications and System Messages
Notifications help agents multitask better in Lightning Experience, whether they’re handling one chat or many. Chat requests appear in the Omni-Channel utility in the Lightning Service Console.
When the chat’s in progress, notifications show up in the agent’s console a bit differently than in Salesforce Classic.
Whether a chat agent is looking at the chat tab or not, the chat tab is highlighted when there are unread chats.
System notifications appear in the chat transcript.
In-progress actions are clearly displayed by chat feature. Agents can close the popovers without canceling the action.
Confirmation messages at the top of the screen let agents know exactly what’s going on.