Release Notes

Access Live Agent Setup Pages in Lightning Experience
No more switching back to Salesforce Classic just to set up and customize Live Agent! Stay in the modern Lightning Experience that you’ve come to know and love. All Live Agent setup pages, such as Live Agent Settings, are available in Lightning Experience.

Customize the Live Agent Session Page in Lightning Experience
Use the preconfigured Lightning page for the Live Agent Session page so that admins who are designing their own Lightning Console apps can customize it. The Live Agent Session page in Lightning Experience is the same as in Salesforce Classic. It shows information about chats, such as how many chat requests were processed, how long agents spent online, and how long agents were actively engaged in chats.

Use Skills-Based Routing to Route Chats in Live Agent (Beta)
Route Live Agent chats to agents who have the right skills to solve the customer’s issue. Omni-Channel gives you the flexibility to route chats in the ways that are best for your company. Route all chats by Omni-Channel skills-based routing. Or, route some chats by queues and others by skills. However, you can’t transfer chats that are routed by skills-based routing to another agent, queue, or skill.

Use a Button to Insert Quick Text into Your Chats
Chat agents can save loads of time with quick text, so we made it easier to use. A button for quick text displays in the chat toolbar, so inserting predefined text into chats is just a click away.

Live Agent: More Setup Options in Lightning Experience, Support for Skills-Based Routing for Chats (Beta), and a Faster Way to Add Quick Text