Live Agent Developer 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
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Chat Routing Options

Routing options in Live Agent enable you to specify how incoming chat requests are directed to agents.
Live Agent is available in: Salesforce Classic, Lightning Experience

Live Agent is available in: Performance Editions and in Developer Edition orgs that were created after June 14, 2012

Live Agent is available in: Unlimited Edition with the Service Cloud

Live Agent is available for an additional cost in: Enterprise and Unlimited Editions

Routing Option Description
Choice Incoming chat requests are added to the queue in Live Agent in the Salesforce console and are available to any agent with the required skill.
Least Active Incoming chats are routed to the agent with the required skill who has the fewest active chats.

This option is a push option, which means that incoming chats are routed, or “pushed,” to agents. You can specify the amount of time that an agent has to answer a chat request before it’s routed to the next available, qualified agent.
Most Available Incoming chats are routed to the agent with the required skill and the greatest difference between chat capacity and active chat sessions. For example: Agent A has a capacity of eight and Agent B has a capacity of two. If Agent A has two active chat sessions while Agent B has one, incoming chats are routed to Agent A.

This option is a push option, which means that incoming chats are routed, or “pushed,” to agents. You can specify the amount of time that an agent has to answer a chat request before it’s routed to the next available, qualified agent.
Omni Incoming chats are routed to agents using Omni-Channel queues. You must route chats with Omni-Channel if you want to use Live Agent in Lightning Experience.