Metadata API Developer’s Guide

Clouds with binary code floating aboveCloud with binary code floating above

No Results

Search Tips:

  • Please consider misspellings
  • Try different search keywords
PDF

Newer Version Available

This content describes an older version of this product. View Latest

LiveChatAgentConfig

Represents the configuration of an organization’s Live Agent deployment, such as how many chats can be assigned to an agent and whether or not chat sounds are enabled. It extends the Metadata metadata type and inherits its fullName field.

File Suffix and Directory Location

LiveChatAgentConfig configurations are referenced in the <developer_name>.liveChatAgentConfig file in the liveChatAgentConfigs directory.

Version

LiveChatAgentConfig is available in API version 28.0 and later.

Fields

Field Name Field Type Description
assignments AgentConfigAssignments Specifies how agent configurations are assigned to Live Agent users. Agent configurations can be assigned to sets of users or sets of profiles.
autoGreeting string Specifies the greeting that displays when a customer begins a chat with an agent.
capacity int Specifies the maximum number of chats in which an agent can be engaged at a time.
criticalWaitTime int Specifies the number of seconds an agent can wait to answer an engaged chat before the chat tab flashes to alert the agent to answer it.
enableAgentSneakPeek boolean Specifies whether a supervisor can see the content of an agent’s message before they send it to a customer (true) or not (false).
enableAutoAwayOnDecline boolean Indicates whether an agent will appear as “away” (true) or not (false) when an agent declines a chat with a customer.
enableAgentFileTransfer boolean Indicates whether file transfer is enabled for agents (true) or not (false). Available in API version 31.0 and later.
enableChatTransfer boolean Indicates whether chat transfer is enabled for agents (true) or not (false). Available in API version 31.0 and later.
enableLogoutSound boolean Indicates whether a sound will play (true) or not (false) when an agent logs out of Live Agent.
enableNotifications boolean Indicates whether notifications of incoming chats appear for agents (true) or not (false).
enableRequestSound boolean Indicates whether a sound will play (true) or not (false) when a customer requests to chat with an agent.
enableSneakPeek boolean Indicates whether previews of customers’ messages are displayed as customers type (true) or not (false) in the agent’s Live Agent window. Available in API version 29.0 and later.
label string Specifies the name of the configuration for agents’ default chat settings.
supervisorDefaultAgentStatusFilter SupervisorAgentStatusFilter (enumeration of type string) Specifies the Live Agent status for filtering the Agent Status list in the Supervisor Panel. Valid values are:
  • Online
  • Away
  • Offline

Available in API version 29.0 and later.
supervisorDefaultButtonFilter string Specifies the default button for filtering the Agent Status list in the Supervisor Panel. Available in API version 29.0 and later.
supervisorDefaultSkillFilter string Specifies the default skill for filtering the Agent Status list in the Supervisor Panel. Available in API version 29.0 and later.
supervisorSkills SupervisorAgentConfigSkills Specifies the list of agent skills that are assigned to a supervisor, as specified in their assigned Live Agent configuration. Available in API version 29.0 and later.
transferableButtons AgentConfigButtons Specifies the list of chat buttons that agents can transfer chats to. Available in API version 31.0 and later.
transferableSkills AgentConfigSkills Specifies the list of skill groups that agents can transfer chats to. Available in API version 31.0 and later.

AgentConfigAssignments

Represents the assignments of an organization’s profiles and users to a Live Agent configuration.

Fields

Field Name Field Type Description
profiles AgentConfigProfileAssignments Specifies the profiles that are associated with a specific agent configuration.
users AgentConfigUserAssignments Specifies the users that are associated with a specific agent configuration.

AgentConfigButtons

Represents the chat buttons that agents who are associated with the Live Agent configuration can transfer chats to.

Fields

Field Name Field Type Description
button string[] Specifies the chat buttons that agents can transfer chats to.

AgentConfigProfileAssignments

Represents the profiles associated with a specific Live Agent configuration.

Fields

Field Name Field Type Description
profile string Specifies the custom name of the profile associated with a specific agent configuration.

AgentConfigSkills

Represents the skill groups that agents who are associated with the Live Agent configuration can transfer chats to.

Fields

Field Name Field Type Description
skill string[] Specifies the skill groups that agents can transfer chats to.

AgentConfigUserAssignments

Represents the users associated with a specific Live Agent configuration.

Fields

Field Name Field Type Description
user string Specifies the username of the user associated with a specific agent configuration.

SupervisorAgentConfigSkills

Represents the agent skills associated with a supervisor’s Live Agent configuration. Available in API version 29.0 and later.

Fields

Field Name Field Type Description
skill string Specifies the agent skills available for filtering the Agent Status list in the Supervisor Panel.

Declarative Metadata Sample Definition

This is a sample of a liveChatAgentConfig file.

1swfobject.registerObject("clippy.codeblock-0", "9");<?xml version="1.0" encoding="UTF-8"?>
2<LiveChatAgentConfig xmlns="http://soap.sforce.com/2006/04/metadata">
3    <label>My Agent Configuration 1</label>
4    <autoGreeting>Hi, how can I help you?</autoGreeting>
5    <capacity>5</capacity>
6    <enableAutoAwayOnDecline>true</enableAutoAwayOnDecline>
7    <enableLogoutSound>true</enableLogoutSound>
8    <enableNotifications>true</enableNotifications>
9    <enableRequestSound>true</enableRequestSound>
10    <enableSneakPeek>true</enableSneakPeek>
11    <assignments>
12        <profiles>
13            <profile>standard</profile>
14        </profiles>
15        <users>
16            <user>jdoe@acme.com</user>
17        </users>
18    </assignments>
19</LiveChatAgentConfig>