Salesforce Live Chat

If your support team works in Salesforce Service Console, Lyro can hand conversations to them live. Visitors chat with Lyro on your website as usual - when a human is needed, the conversation opens as a native Messaging session in your Salesforce, routed by the queues and flows you already use. Your agents reply from the console, every reply appears instantly in the visitor's chat, and when the agent ends the session Lyro picks the conversation back up.

Escalation needs an active agent trained on your content. If you have not built one yet, start with Create your first agent.

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Where it works

This is a live handoff, so it is available on conversational channels: your website chat widget, WhatsApp, and the chat API (see Other Channels). Ticket-style channels - e-mail, Zendesk Support, Tidio Emails - keep their own hand-off destinations, because a Messaging session in Salesforce expects an agent and a customer who are both present.

Before you start

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Requirements

• Your Salesforce org needs Messaging for In-App and Web (also called Enhanced Messaging), available with the Digital Engagement add-on and included in Service Cloud Unlimited.
• A Messaging for In-App and Web channel routed to your team - the Omni-Channel queue or flow you already use, with agents set up to receive Messaging work in the Service Console.

Lyro plugs into that setup without changing it: routing, business hours, and agent availability stay exactly as your team configured them.

Create a Custom Client deployment

Lyro connects through a Custom Client deployment - a small record in your Salesforce Setup that exposes your Messaging channel to a client you trust. It holds no secrets and takes a few minutes to create:

1. In Salesforce Setup, open Embedded Service Deployments and select New Deployment.
2. Choose Enhanced Chat, then Custom Client.
3. Fill in the deployment details and select Save:
   • Embedded Service Deployment Name - for example "Lyro Custom Client".
   • API Name - generated automatically from the name; leave it as it is.
   • Messaging Channel - pick the existing channel your team uses.
4. You land on the new deployment's page. Select Publish in the top-right corner. Publishing takes a few minutes, and the deployment must be published - "Active: On" alone is not enough.
5. Once it is published, select Install Code Snippet on the Code Snippet tile. It shows the three values Lyro needs: the Organization ID, the deployment's Developer Name (its API Name), and the SCRT URL (it ends in .my.salesforce-scrt.com).

Connect Lyro

1. Open Integrations in your Lyro dashboard, find Salesforce, and select Connect.
2. Paste the three values from the Code Snippet. No API keys, passwords, or OAuth grants are involved - Lyro verifies the deployment by opening a test connection to it.
3. In your agent's Escalation tab, add an escalation that routes to Salesforce (live chat). When to escalate is configured in Escalation.

During a handoff

When Lyro escalates, your team receives a regular incoming Messaging session in the Service Console. It opens with a summary of the issue and the full transcript of the conversation so far, including the customer's name and email when Lyro has collected them.

• The visitor stays in your Lyro chat widget - agent replies from the Service Console appear there in real time, under the agent's name.
• Everything the visitor writes during the handoff reaches the agent in Salesforce.
• Ending the chat hands back to Lyro - when the agent selects End Chat, the visitor sees that the live chat has ended and Lyro resumes answering with full context of what happened.

Each escalation opens a fresh Messaging session, so handoffs show up in your Salesforce reporting like any other messaging conversation.

Disconnecting

Disconnecting removes the stored deployment values from Lyro. Conversations currently with a Salesforce agent are ended (Lyro resumes them), and new escalations to Salesforce stop until you reconnect. Nothing changes inside your Salesforce org.

Where to go next

• Decide when conversations should reach a human in Escalation.
• Train your agent before going live - see Knowledge.
• See every surface Lyro supports in Channels.