Metadata API Developer Guide
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LiveChatAgentConfig
Represents the configuration of an
organization’s Chat deployment, such as how many chats can be assigned to an
agent and whether 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 Chat 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. |
| customAgentName | string | Specifies the custom name for an agent, if one has been set. Available in API version 29.0 and later. |
| disableTransferConferenceGreeting | boolean | Indicates whether the greeting is disabled for agents during chat transfer and chat conferencing (true) or not (false). Available in API version 53.0 and later. |
| enableAgentFileTransfer | boolean | Indicates whether file transfer is enabled for agents (true) or not (false). Available in API version 31.0 and later. |
| 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. |
| enableChatConferencing | boolean | Indicates whether chat conferencing is enabled for agents (true) or not (false). Available in API version 34.0 and later. |
| enableChatMonitoring | boolean | Indicates whether chat monitoring is enabled for support supervisors (true) or not (false). Available in API version 29.0 and later. |
| enableChatTransferToAgent | boolean | Indicates whether agents can transfer a chat to another agent (true) or not (false). Available in API version 36.0 and later. |
| enableChatTransferToButton | boolean | Indicates whether agents can transfer a chat to a button (true) or not (false). Available in API version 36.0 and later. |
| enableChatTransferToSkill | boolean | Indicates whether agents can transfer a chat to a skill group (true) or not (false). Available in API version 36.0 and later. |
| enableLogoutSound | boolean | Indicates whether a sound plays (true) or not (false) when an agent logs out of Chat. |
| enableNotifications | boolean | Indicates whether notifications of incoming chats appear for agents (true) or not (false). |
| enableRequestSound | boolean | Indicates whether a sound plays (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 Chat 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. |
| enableWhisperMessage | boolean | Indicates whether support supervisors can send whisper messages to agents during a chat (true) or not (false). Available in API version 29.0 and later. |
| label | string | Required. Specifies the name of the configuration for agents’ default chat settings. |
| supervisorDefaultAgentStatusFilter | SupervisorAgentStatusFilter (enumeration of type string) | Specifies the Chat status for filtering the Agent Status list in
the Supervisor Panel. Valid values are:
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 Chat 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 Chat configuration.
| 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 Chat configuration can transfer chats to.
| 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 Chat configuration.
| 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 Chat configuration can transfer chats to.
| Field Name | Field Type | Description |
|---|---|---|
| skill | string[] | Specifies the skill groups that agents can transfer chats to. |
Represents the users associated with a specific Chat configuration.
| Field Name | Field Type | Description |
|---|---|---|
| user | string | Specifies the username of the user associated with a specific agent configuration. |
Represents the agent skills associated with a supervisor’s Chat configuration. Available in API version 29.0 and later.
| 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.
Wildcard Support in the Manifest File
This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.