What Are Embedded Chat and Its Benefits?

 

Add a chat window to your company website so that clients may obtain rapid responses to their inquiries while exploring your sites. Include a pre-chat form to collect important information and tailor the experience to your business.

Embedded Chat windows take advantage of a Chat deployment that is simple to set up. Simply paste the code snippet onto the web pages where you want the chat window to appear. Setting up Embedded Chat does not affect how your agents interact with consumers in their console. Benefits of Embedded chats-

·        Configure Your Embedded Chat Window

Before you install Embedded Chat, make sure your organization satisfies the following requirements. Follow these instructions to add the Embedded Chat window to your web pages and customize it.

·        Set Up Appointment Scheduling

Appointment Management allows your users to easily plan, change, and cancel appointments. Salesforce Flow powers the experience. You design the ideal interface and determine when and how to generate associated records such as work orders.

·        Insert an Embedded Flow

Embedded flows assist your users in performing basic, automated operations. They're even suitable for visitor users, as no login is necessary. Simply design your flow in Flow Builder and attach it to an Embedded Service.

·        Create Static Embedded Resources

Create JavaScript files and publish them to Salesforce as a static resource to use on your website or Experience Builder site. Adding static resources allows you to update one or more pages in existing deployments with a few code settings clicks.

·        Put Your Embedded Chat Window to the Test

Check the customer's experience once you've added Embedded Chat to your web pages or Experience Builder site.

·        Limitations of Embedded Chat

Consider the following basic rules, settings and pre-chat constraints, cookies, and consumer browser restrictions before configuring Embedded Chat.

·        Chat Cookies That Are Embedded

Cookies are used by Embedded Chat to increase functionality and speed up processing times. Cookies can improve the user experience and the functionality of your Embedded Service by storing a user's settings.

Availability of Features

·        With an add-on Digital Engagement license, Embedded Chat is supported in Service Cloud and Sales Cloud.

·        Salesforce Mobile does not allow embedded chat.

General Drawbacks

·        Embedded Chat cannot coexist with a classic Chat window on the same web page or Experience site.

·        Embedded Chat and Appointment Management cannot coexist on the same web page or Experience site.

·        When hosting your Embedded Chat deployment on a Visualforce website, you must use HTTPS to access the page. The chat window does not load when you use HTTP.