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I have setup and tested a button with a single skill successfully. The button shows up online when a user with that skill is logged into live agent.

But, if I assign another skill to the button and have a user with that skill login to live agent the button goes offline. Is it not possible to have multiple skills assigned to a button?

0

I ran into this problem today. The explanation is in the following article:

Live Agent Chat Buttons with Multiple Skills

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2

I have a solution that I wanted to share. It has taken a bit to get here.

You can use the "fallback" option found late in the developers guide. My steps were:

  1. Create a "catch-all" live agent button. I add all profiles that will have access to live agent. Use this button as the one actually displayed on your website. This is the best optoin I have found with this concept to control the display of your chat presence. This will not actially be the button/skill the visitor will chat to. the following steps will override the catch-all button.
  2. Create buttons for each skill/department you want to route to
  3. Create a pre-chat form. This form should have a select picklist with options that look something like this:
<pre>Department:
<select name="liveagent.prechat.buttons">  
<!-- Values are
LiveChatButton and/or User IDs. -->  
<option value="573D01234567890">Billing</option> 
<option value="005D01234567890">Sales</option>  
<option value="005D01234567890">Support</option>
</select>
</pre>

See the developers guide for more detail on creating a prechat form. You are done!

One potential issue with this method is that a skill in the picklist may not be available. Either this will be acceptable for you or you can use the method of specifying 2 values, A primary and the "fallback" which this sample in the developer guide is really meant for.

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  • Using this fallback option. Would there be 2 pre-chat forms? One that has the picklist for chat buttons and another with the ACTUAL prechat form? – Allen Mann Jul 20 '16 at 15:05
  • Also "Create a "catch-all" live agent button. I add all profiles that will have access to live agent." How are you assigning profiles to buttons? – Allen Mann Jul 20 '16 at 15:19
  • could you provide a full code example of how you implemented this? – Allen Mann Jul 27 '16 at 15:18
1

Yes, multiple skills can be assigned to a button.

I have done below coding and it is working perfectly.

<html><h1> Customer Portal </h1><a id="liveagent_button_online_573q00000008OVs" href="javascript://Chat" style="display: none;" onclick="liveagent.startChat('573q00000008OVs')">Online Chat</a><div id="liveagent_button_offline_573q00000008OVs" style="display: none;">Offline Chat</div><script type="text/javascript">if (!window._laq) { window._laq = []; }
window._laq.push(function(){liveagent.showWhenOnline('573q00000008OVs', document.getElementById('liveagent_button_online_573q00000008OVs'));
liveagent.showWhenOffline('573q00000008OVs', document.getElementById('liveagent_button_offline_573q00000008OVs'));});</script>
<script type='text/javascript' src='https://c.la3-c1cs-was.salesforceliveagent.com/content/g/js/35.0/deployment.js'></script>

liveagent.init('https://d.la3-c1cs-was.salesforceliveagent.com/chat', '572q00000008OOS', '00Dq00000004Z2R');</script></html>
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  • Is this your Chat Button and Deployment code? I understand how to create the buttons. But I have found that even user with each skill assigned being online does not change my button to online. – Allen Mann Jul 15 '16 at 12:27

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