How does Live Agent (Chat) work and how is routing configured?
Suggested answer
Live Agent (now part of Messaging for Web/In-App) enables real-time chat between customers and agents. Setup involves:
1. Enable Live Agent in Setup.
2. Create a Live Agent Configuration defining agent capacity, routing, and chat settings.
3. Create a Deployment (generates a JavaScript snippet for the website).
4. Create Chat Buttons linked to queues or skills. Omni-Channel routes incoming chats using routing configurations — agents must have the "Routing Configuration" assignment on their profile/queue. Wait time estimates can be displayed on the pre-chat form. Chat transcripts are saved as cases with the full conversation, supporting case merge and threading for follow-ups.
Practice content for interview preparation; not an official vendor answer. Verify details against current product documentation.
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