Lightning Guided Engagement Developer Guide

Lightning Guided Engagement
Create Flows
Associate Flows with Records
Create Custom Console Pages
Integrate with Live Agent
Integrate with Open CTI
Other Resources
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Integrate Live Agent with Lightning Guided Engagement

Customers who chat with you are often looking for quick and immediate resolutions to their problems. Lightning Guided Engagement helps your agents provide consistent and efficient service. Agents can view your business processes in context of the customer chat because flows are presented as subtabs of the Chat Transcript primary tab. Agents see the appropriate actions to take right up front, without having to manually search for them.

Lightning Guided Engagement supports Live Agent in Lightning Experience, which uses Omni-Channel routing.

Note

To integrate Live Agent with Lightning Guided Engagement, complete the following steps.

  1. Set up flows and processes.
    Use Cloud Flow Designer to create individual flows. Then use Process Builder to add processes that associate records with specific flows using the RecordAction object.
  2. Create a Lightning console record page.
    1. In Lightning App Builder, create a record page for the Live Chat Transcript object using the Console: Pinned Left and Right Sidebars page template.
    2. Add the Guided Action List component to the left column, and place the Chat Body component in the right column.
    3. Edit the Guided Action List channel settings. Specify which flows you want agents to complete first and last and whether to auto-launch the first flow in the list.

Example

In this example, the Live Agent Transcript page displays the Guided Action List component and the Chat Body component.

Screen shot of the Service Console set up with Lightning Guided Engagement and Live Agent.