The Challenge:

Sprinklr Live Chat is a real-time messaging interface that allows customers to interact with brands. It is commonly deployed on websites but can also be used on mobile applications, blogs, forums, and other platforms. However, the availability of the Sprinklr Live chat icon on websites can be configured to be live based on agents' availability within the Sprinklr platform. This uses the Sprinklr Assignment Engine, which considers factors such as agent availability status and the number of cases already assigned to the agent.

For brands that use Salesforce as the agent desktop and have agents using the Sprinklr console embedded in Salesforce through the Sprinklr Salesforce connector, it becomes important to synchronize the availability and number of assigned cases from Salesforce to Sprinklr. This synchronization allows the Sprinklr Assignment Engine to consider these values from Salesforce itself and control the visibility of the Sprinklr Live chat on the brand's website.

​

​

The Solution:

To address this challenge, Sprinklr has introduced a solution that leverages the configuration of the Live chat application. Brands now have the option to associate a work queue from Salesforce, which can fetch agents' availability and capacity directly from Salesforce. This information is then utilized to control the visibility of the Sprinklr Live chat on the brand's website.

Furthermore, brands have additional control over the visibility based on an agent's associated skill and the skill's proficiency value. This means that the Sprinklr Live chat can be made available or hidden based on specific agent skills and their proficiency levels, providing a more targeted and efficient customer service experience.

By integrating the Sprinklr Live chat with Salesforce and synchronizing the availability and capacity data, brands can ensure that the Live chat feature is only displayed when agents are available to handle customer inquiries. This helps in managing customer expectations and optimizing the customer service process.

​

​

PREREQUISITES

• Salesforce Service Cloud Enterprise & Up

• Sprinklr Service user seat per every agent in Salesforce using Sprinklr console