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?


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

Live Agent Chat Buttons with Multiple Skills

| improve this answer | |

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:
<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>

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.

| improve this answer | |
  • 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

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>
| improve this answer | |
  • 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

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.