Live Agent Developer's Guide

About This Guide
Prerequisites
API Versions
Customize Deployments with the Deployment API
Pre-Chat Forms Overview
Accessing Chat Details with the Pre-Chat API
Create Records Automatically with the Pre-Chat API
Customize Chat Windows with Visualforce
Post-Chat Pages Overview
Set Up Direct-to-Agent Chat Routing with the Deployment API
Direct-to-Agent Routing with the Deployment API
Fallback Routing in Pre-Chat Forms
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Set Up Direct-to-Agent Chat Routing with the Deployment API

By editing a few parameters in Live Agent’s Deployment API, you can route all chats that originate from a specific button or invite to a specific agent. If that’s not available, the chat can be routed to a fallback queue.

For Example

Best Tech is a large, enterprise-level middleware company. Specialized Data Solutions, Inc. is one of Best Tech’s highest-profile accounts with an extremely complex, customized Best Tech implementation.

To ensure the highest level of customer service for their most important client, Best Tech implemented a new authenticated customer service portal specifically for their customers at Specialized Data. This portal features its own Live Agent deployment and chat button. Through this portal, Specialized Data’s employees can chat with a customer service agent that knows the intricacies of the company’s Best Tech implementation.

Because Specialized Data’s implementation of Best Tech is so unique and complex, Best Tech hired a high-performing customer service representative who is devoted exclusively to troubleshooting Specialized Data’s issues. Best Tech needed to make sure that all of the chats initiated through Specialized Data’s portal were routed to this agent. To make this a reality, Best Tech customized the deployment on the portal page to route chats directly to this agent, rather than routing those chats to Best Tech’s overall agent queue.