LiveChatAgentConfig | Metadata API Developer Guide

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. This type 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`).
enableAssistanceFlag	boolean	Indicates whether agents can raise an assistance flag to notify a supervisor that they need help. Available in API version 35.0 and later.
enableAutoAwayOnDecline	boolean	Indicates whether an agent appears as “away” (`true`) or not (`false`) when an agent declines a chat with a customer.
enableAutoAwayOnPushTimeout	boolean	Indicates whether an agent appears as “away” (`true`) or not (`false`) when a chat request that's been pushed to the agent times out. Available in API version 34.0 and later.
enableAgentFileTransfer	boolean	Indicates whether file transfer is enabled for agents (`true`) or not (`false`). Available in API version 31.0 and later.
enableChatConferencing	boolean	Indicates whether chat conferencing is enabled for agents (`true`) or not (`false`). Available in API version 34.0 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.
enableVisitorBlocking	boolean	Indicates whether an agent can block a visitor by IP address (`true`) or not (`false`). Available in API version 34.0 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.

1<?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>