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Configure native chat
Native chat allows your support agents to chat with your users without leaving their usual chat provider. To enable this, a few things need to be set up first.
Note: Currently, Salesforce Enhanced Chat is the only supported chat provider.
1
Add a "Mavenoid" channel and configure omnichannel routing rules as desired.
2
Go to Setup -> Feature Settings -> Service -> Embedded Service -> Embedded Service Deployments -> {your custom deployment} > Install Code Snippet. There should be a JSON value; you'll use this within Mavenoid below.
3
For any routing rules, collect the attribute keys that should be set by Mavenoid (such as _email, _firstname, _lastname, or similar).
1
If not already done, connect Mavenoid with Salesforce.
2
Add a native chat node to the point in the flow where the user should trigger a chat.
3
In the node settings' "Salesforce Configuration" field, paste in the JSON value copied from Salesforce above.
4
In the node settings' "Routing attributes", add any attributes that should be populated by Mavenoid for use in Salesforce's routing rules. Keys should match the name as it's defined within Salesforce; values can be plain text or Mavenoid markup for dynamic values. (For example, you might set the key _email to the value {{$customer-email}} to pass a collected email address into Salesforce.)
5
In the node settings' "Offer customer to leave" section, configure the desired behavior for letting the customer cancel their chat request if it takes too long for an agent to accept it.