Chat with customers in salesforce

 Chat should be enabled in salesforce org

Set up ­čí¬ Chat settings ­čí¬Enable Chat

Chat configuration

User must have a Service Cloud permission and Live Agent permission.

New chat creation 

Setup ­čí¬Service Setup Assistant ­čí¬View All ­čí¬ Search ­čí¬Chat with customers 

Click Next, then enter the queue name, Then add the users to the queue.

Mention the agent's size and team size etc.

Url of the website where we want to put chat page

Type of cloud – In our case it’s service  cloud

If the agents are not available online, we can initiate the office support by enabling the offline support, users can create a case using the offline form

Once everything done system will generate the code snippet, this snippet supposed to use at end of the website(footer of the website)

Pre chat and offline page configuration :

Setup ­čí¬Embedded service deployment ­čí¬opens the appropriate chat configuration ­čí¬Chat Settings ­čí¬Edit

Testing :

  • Copy-paste the above snippet to any one of the VF Page, then click preview of the VF page

  • If an agent is online, a chat opens with pre-chat form and ask for the necessary details, which we configured in the pre-chat page configuration

  • If no agent is online, a chat opens with offline case creation, which we configured in the offline page configuration.

Agent view:

Customer View 

Pre chat form:

Offline form:

Email to case in salesforce

 Enable Email-to-case feature to Salesforce instance  

In the email-to-case setup, below two checkboxes should be enabled to activate the email to case out of box functionality.

  • Enable Email-to-case

  • Enable On-Demand Service

To create a new email to case configurations below fields are mandatory

  • Routing Name – it’s our own free text 

  • Email Address – Address of the email which we need to configure

  • Case owner –  Either an individual user or public group

  • Case Priority –  Low, Medium or High etc.

  • Case Origin – it should be Email

Once the new entry is saved on the email-to-case configuration page, the salesforce system will send a verification email to the appropriate mailbox. Once the owner of the mailbox verifies the email, the system will generate the service email address to the particular configuration.

Sample Email to case configuration

Verification email sample

Email Service address example

Test the configured Email

To verify the functionality, we can use the Email service address. Once we send an email to the service address, salesforce will create a new case automatically.


The new case in salesforce

Here we can see, salesforce is creating the new case with the given details. if we need some more automation, We can write Salesforce workflow rules or process builder or Trigger logics.

Page Layout updates

To see the appropriate email threads, have added the email related list in case the layout

Using the reply button, we can send a reply to the customer. Once we click the reply button, the new bottom window will appear with the To and from address.

  • To Address – Customer email address

  • From Address – By default, it is an email-to-case configured email, We can customize if it is needed.

Email Auto forwarding

In a real-time scenario, we should not use the salesforce service address as the sender address to create a new case in salesforce. To avoid that in the mailbox, we can configure the auto-forwarding address. Say for example if the customer is sending the mail to an email-to-case configured mailbox, the mailbox server should auto-forward the mail to the salesforce service address.

Step 1: Open Settings in Gmail and open the tab starting with Forwarding  and click the button Add a forwarding address

Step 2: Enter the Salesforce service email address, where the email should auto-forward, then click the next button.

Once we click the next button, the Gmail server will send the OTP to the auto-forwarding email address . we can get the code from the salesforce case since the auto-forwarding address has configured in salesforce.

Step 3 :

After clicking the next button, a new drop-down will appear. In that drop-down, we should choose any one of the options below.

  • Keep Gmail's copy in the Inbox

  • mark Gmail's copy as read

  • archive Gmail's copy

  • delete Gmail's copy

Then click the save button at the end of the page.

After saving the button,we can see the notification 

if you want to disable the auto-forwarding, select disable auto-forwarding and save it again.

Web-to-Case in Salesforce


  • Go to Setup --> Web-to-Case.

  • Select Enable Web-to-Case checkbox

  • Choose the Default case origin

  •  If you want to respond back to the customer,once the case is created via web form choose the response template.

  • Go to Setup --> Click the "Generate the HTML" link. Select the required fields and enter the return URL and click the "Generate" button.

  • Copy and paste the HTML generated in your blog or website.