Chat-End Listener Component
Introduction
This document provides information on installing and configuring the Bucher + Suter (b+s) Connects for Salesforce Chat-End Listener Component.
The Chat-End Listener is a b+s software solution that integrates Salesforce chat events received from Salesforce during chats between Agent and Customer.
The b+s Connects for Salesforce Chat-End Listener consumes the Salesforce Conversation Toolkit API lightning:conversationChatEnded event. Once the event is received, the component sets the Cisco Chat channel in Wrap-Up state.
The Chat-End Listener Component is only available for Cisco Universal Queue deployment. It supports Salesforce's Messaging for In-App and Web and After Conversation Work Time features.
Installation
The Chat-End Listener is packaged as an Aura Component within the b+s Connects for Salesforce suite. To activate it, add the component to the Utility Bar of your Salesforce Lightning App.
The Integration API in Lightning must be enabled to allow the b+s Chat-End Listener component to communicate with the b+s Connects for Salesforce (Enable Integration API).
Example: Adding the Component to the Utility Bar
When adding the component to a Utility Bar, ensure the Start Automatically checkbox is selected. This allows the component to receive events even while minimized.
For detailed guidance on customizing pages in Salesforce Lightning Experience, refer to the official documentation.
Configuration
The Chat-End Listener Component requires no manual configuration within Salesforce.
The component uses the configured Peripheral Variable (PerVar) or Enterprise Call Context (ECC) variable that is designated as the Work Item ID Variable in both the Routing Adapter and the b+s Configuration.