• #29402
     Prachi #3

    Who are the live agent users in Salesforce?

    Who are the live agent users in Salesforce?

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    Hello Prachi,
    Live Agent users are support agents and supervisors who have the Salesforce permissions to assist customers with chat.
    All Live Agent users need the API Enabled administrative permission enabled on their associated profile before they can use Live Agent.

    1. From Setup in Salesforce Classic, enter Users in the Quick Find box, then select Users.
    2. Click Edit next to a user’s name.
    3. Select Live Agent User. If you don’t see this checkbox, verify that your support organization has purchased enough Live Agent feature licenses.
    4. Click Save.
    After creating users, make sure that you assign them a Live Agent configuration and associate them with the appropriate skills.

    Permissions for Live Agent Support Agents:
    Enable a few specific permissions for Live Agent support agents so that they have access to the tools that they need to provide help to customers.
    Permissions for Live Agent Support Supervisors:
    You must enable certain permissions for Live Agent support supervisors so that they have all the tools they need to monitor agents’ activities and review customers’ information.

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