Proactive chat

This page shows how to use proactive chat with the Salesforce connector. Proactive chat is a feature that allows agents to initiate a chat with customers based on specific conditions.

1. Users need to have Sendbird Lightning User permission to use proactive chat. The permission for proactive chat objects will be automatically set. For users who do not have the permission, go to Settings > Users, select a user, and edit Permission Set Assignments to add the permission.
2. Add Proactive Chat to Salesforce Service Cloud.

• Go to Setup > Apps > App Manager and find Service Console in the table. Then click the down arrowhead button at the end of the row and select Edit.
• Select Navigation Items in the left menu bar.
• Add Proactive Chat Users to Selected Items.

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1. Search for Proactive Chat Users in Items list in the App Launcher.

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2. Click Proactive Chat Users > New to create a new proactive chat user.

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Fill in the following fields:

• Proactive Chat Target Sendbird User Id: Enter the Sendbird user ID of the user you wish to send the message to. You can find the user ID in the Sendbird Dashboard or via the Sendbird Chat Platform API.

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• Proactive Chat Target User Id (Optional): Enter the unique user id of your system.

• Proactive Chat Target User Name (Optional): Enter the unique user name of your system.

Agents can now use canned response in the Sendbird Support Chat widget. For information on how to set up a Sendbird chat widget in Salesforce, see this guide.

1. In the Sendbird chat widget, click on the Proactive Chat icon.

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2. Select the user you want to send the message to.

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3. Start a chat with the target user and create a case with that chat. If you don’t send any message, the group channel will be deleted, and the case will not be created.

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You can manage which user profiles have permissions to create, edit, delete, or view proactive chat.

1. Go to Setup > Administration > Users, then click on the link under Profile for that corresponding user.

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2. Once you're in the user's profile, click on Edit and scroll down to the Custom Object Permissions section. Then, grant the necessary permissions.

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3. Users who don't have the necessary permissions will not be able to search for the Proactive Chat feature in their App Launcher.