Live Agent Developer's Guide

About This Guide
Prerequisites
API Versions
Customize Deployments with the Deployment APIs
Use Pre-Chat to Gather Visitor Information and Set Context for the Agent
Implement a Custom Chat Window Using Visualforce
Use Post-Chat to Wrap Up the Chat Interaction with Your Customer
Set Up Direct-to-Agent Chat Routing with the Deployment APIs
Direct-to-Agent Routing with the Deployment APIs
Fallback Routing in Pre-Chat Forms
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Set Up Direct-to-Agent Chat Routing with the Deployment APIs

You can route chats that originate from a specific button or invite to a specific agent by editing a few parameters in the Live Agent Deployment API. You can set chats to fallback to another button or queue if the specified agent isn’t available.

Direct-to-agent routing lets your agents provide visitors with a way to contact them directly. This is useful when a visitor’s issue requires a follow-up conversation, because the agent can provide a direct-to-agent link that ensures the visitor won’t have to start over with a new agent.