Salesforce Live Agent开发者指南

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"salesforce live agent 开发者指南" Salesforce Live Agent 是 Salesforce 平台上的一个实时聊天和支持解决方案，它允许企业与网站访客进行实时交互。本开发者指南是 Salesforce 官方提供的，版本为 40.0，对应 Summer ’17 更新，主要面向希望集成或定制 Live Agent 功能的开发人员。该指南包含以下章节，详细介绍了如何使用 Deployment APIs 进行操作： 1. 关于本指南：这一章节提供了指南的目的和适用人群的基本信息，帮助开发者了解文档的总体结构和目标。 2. 预备条件：在这里，开发者可以找到开始使用 Live Agent 开发前需要了解的基础知识和配置要求，可能包括权限设置、API 访问、环境准备等。 3. API 版本：详细说明了所使用的 API 版本，以及不同版本之间的差异和兼容性，这对于保持代码的更新和维护至关重要。 4. 使用 Deployment APIs 自定义部署： - 创建部署：开发者可以学习如何使用 API 创建 Live Agent 部署，这通常涉及设置聊天窗口的显示条件、分配客服代表等。 - 日志记录部署活动：通过 API 记录聊天和交互活动，便于分析和优化客户服务流程。 5. 使用 Deployment APIs 定制聊天窗口： - 设置聊天窗口高度和宽度：开发者可以通过 API 自定义聊天窗口的尺寸，以适应不同的网站布局。 6. 使用 Deployment APIs 定制聊天按钮： - 显示在线/离线状态：控制聊天按钮在客服在线或离线时的显示方式，提升用户体验。 - 添加按钮事件处理器：可以为聊天按钮绑定自定义事件处理函数，实现更丰富的交互功能。 7. 使用 Deployment APIs 启动聊天： - startChat 和 startChatWithWindow：这两个方法分别用于启动聊天会话，前者不指定聊天窗口参数，后者允许自定义聊天窗口设置。 8. 使用 Deployment APIs 自动查找和创建记录： - addCustomDetail 和 findOrCreate：这些方法可以帮助自动填充或查找 CRM 中的记录，提高工作效率。 - setName：用于设置记录的名称，如客户姓名。 9. 使用 Deployment APIs 搜索知识文章： - 支持搜索知识库中的文章，以便客服人员快速提供准确答案。 10. Deployment API 代码示例：提供实际的代码片段，帮助开发者理解如何在实践中应用这些 API。此外，指南还涵盖了一些自动化和定制化功能的其他方面，让开发者能够充分利用 Live Agent 提供的工具，以提高客户服务的质量和效率。对于想要深入理解和集成 Salesforce Live Agent 的开发者来说，这份官方指南是不可或缺的参考资料。

Messages for Logged Events

MeaningTriggeredMessage

Live Agent endpoint URL, org ID and

deployment ID have been set, now waiting

for DOM to be ready before continuing.

When liveagent.init() is called, usually at

page load

System initialized. Waiting for the DOM to

be ready.

This means no DOM event listener was

found, which would be very rare. We would

During liveagent.init(), if there is an errorNo available event model. Exiting.

not be able to continue at this point, so it

would be a hard stop.

The page has fully loaded and the DOM is

ready, so we perform our first "ping" to the

Upon DOM ready of the pageDOM is ready. Setting up environment.

server, which is to get the

settings/information about the given

deployment ID.

The button is available for a chat request to

be made.

When the state of a button has changed to

online

Setting state for button {Button ID} to online

The button is not available for a chat request

to be made.

When the state of a button has changed to

offline

Setting state for button {Button ID} to offline

No session ID cookie was found, so a new

one must be generated. This means it was

During the first ping to the serverRequesting new session

the first time visiting the site with this

deployment code for this browsing session.

A session cookie exists, so it is reused. This

means the visitor has already been to this

During the first ping to the serverReusing existing session

site during this browsing session (e.g., going

from one page to another).

The server generated a new session ID, and

it is being stored as a session cookie named

"liveagent_sid.”

As a response to the first pingReceived new session ID

Indicates how frequently (in milliseconds)

the page will ping the Live Agent server.

As a response to the first pingPing rate set to {Rate}ms

The default is 50000 (50 seconds). This

effectively indicates when button refreshes

will occur.

Indicates the visitor is still connected to and

pinging the Live Agent server, meaning no

errors or disconnects have occurred.

When a ping to the server is madePinging server to keep presence

An error was thrown, whether in response

from the server or due to network

When an error occursDisconnecting from Live Agent

connectivity issues. Indicates that the visitor

will no longer ping Live Agent for this page

load (i.e., they will need to refresh).

enableLoggingCustomize Deployments with the Deployment APIs

MeaningTriggeredMessage

The Live Agent instance specified in the

deployment code is no longer valid for this

When an org has moved to a new core

instance

Received updated LiveAgent server url:

{URL}! Consider updating this site's

deployment code. org, so the new URL has been provided. For

better performance, we recommend

updating the deployment code if they

receive this.

A warning condition was encountered, but

processing can continue. The message

provides further details.

A non-fatal exception occurredServer Warning: {Message}

A warning condition was encountered, but

processing can continue. No message was

provided.

A non-fatal exception occurredServer sent an anonymous warning

An error condition was encountered, and

processing cannot be continued. The

message provides further details.

A fatal exception occurredServer Error: {Message}

An error condition was encountered, and

processing cannot be continued. No

message was provided.

A fatal exception occurredServer responded with an error

Evaluation of the filter logic for the given

invite button ID has begun. This means the

Rule evaluation has been triggeredGroup Start: Invite {Button ID} Rule

Evaluation

button is online and available for chat, and

the filter logic will be used to determine if

it should be displayed/presented or not.

An information log containing the string

representation of the filter logic of the invite

Rule evaluation has been triggeredFilter Logic: {Filter Logic}

rules as specified in the admin setup area.

Useful to understand how the rules will be

evaulated.

Standard rules are "Number of Page Views"

and "URL Match." They are part of the

When a standard rule is being evaluatedEvaluating StandardInviteRule

out-of-the-box rules that are provided in

the admin setup area.

Timer-based rules are "Seconds on Page"

and "Seconds on Site." They are part of the

When a timer-based rule is being evaluatedEvaluating TimerInviteRule

out-of-the-box rules as well, except these

rules will be re-evaluated again in the future

when the required number of seconds has

passed if the criteria was not met the first

time (e.g., on page load).

"Custom Variable" rules allow variable

names to be specified which will be

When a custom rule is being evaluatedEvaluating CustomInviteRule

compared against upon evaluating these

enableLoggingCustomize Deployments with the Deployment APIs

MeaningTriggeredMessage

rules. The "setCustomVariable" API is used

in conjunction with these to specify the

value to compare with against the value

specified in the admin setup area.

A "Custom Variable" rule was set up, but the

"setCustomVariable" API was never called

When a custom rule is being evaluatedCustomInviteRule evaluation failed due to

missing custom variable

with this variable name specified, therefore

the rule can not be evaluated.

A rule is being evaluated by comparing that

the two values match exactly.

When a rule with an "equals" comparator is

being evaluated

Evaluate: {From Value} == {To Value}

A rule is being evaluated by comparing that

the two values do not match.

When a rule with a "not equal to"

comparator is being evaluated

Not Equals - Evaluate: {From Value} != {To

Value}

A rule is being evaluated by comparing that

the first value starts with the second value.

When a rule with a "starts with" comparator

is being evaluated.

Starts With - Evaluate: {From Value} indexOf

{To Value} == 0

A rule is being evaluated by comparing that

the first value contains the second value.

When a rule with a "contains" comparator

is being evaluated

Contains - Evaluate: {From Value} indexOf

{To Value} != -1

A rule is being evaluated by comparing that

the first value does not contain the second

value.

When a rule with a "does not contain"

comparator is being evaluated

Does Not Contain - Evaluate: {From Value}

indexOf {To Value} == -1

A rule is being evaluated by comparing that

the first value is less than the second value.

When a rule with a "less than" comparator

is being evaluated

Less Than - Evaluate: {From Value} < {To

Value}

A rule is being evaluated by comparing that

the first value is greater than the second

value.

When a rule with a "greater than"

comparator is being evaluated

Greater Than - Evaluate: {From Value} > {To

Value}

A rule is being evaluated by comparing that

the first value is less than or equal to the

second value.

When a rule with a "less or equal"

comparator is being evaluated

Less or Equal - Evaluate: {From Value} <=

{To Value}

A rule is being evaluated by comparing that

the first value is greater than or equal to the

second value.

When a rule with a "greater or equal"

comparator is being evaluated

Greater or Equal - Evaluate: {From Value} >=

{To Value}

Indicates that an actual rule is being

evaluated.

When a rule is being evaluatedEvaluating Atom Node: {Rule ID}

When multiple rules are used, this indicates

when the criteria of a pair of rules must both

be "true."

When two rules are being evaluated with

an "AND" clause

Group Start: Evaluating And Node

When multiple rules are used, this indicates

when the criteria of a pair of rules must be

"true" for one of them.

When two rules are being evaluated with

an "OR" clause

Group Start: Evaluating Or Node

enableLoggingCustomize Deployments with the Deployment APIs

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