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Salesforce Live Agent Review

Salesforce Live Agent OUR SCORE 91%
starting price By quote
our score 91%
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  1. What is Salesforce Live Agent
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Technical Specifications
  6. Available Integrations
  7. Customer Support
  8. Pricing Plans
  9. Other Popular Software Reviews

What is Salesforce Live Agent?

Salesforce Live Agent is an embeddable live chat support optimal for businesses with a limited support team. The system can be embedded in your applications or website, which enables your prospects and customers to communicate with your business on the web while currently on your app or site. This allows your team of representatives to be on standby 24/7 so that they can immediately respond when someone needs their attention. This also maximizes the reach of your support team because a single agent can handle simultaneous interactions with multiple customers as opposed to a phone call that can accommodate only one customer at a time. The application provides various features that could improve the quality of your customer support such as customer profile, in-depth metrics, multilingual support, and chat sneak peeks. There is also a tool called snap-ins that allows embedding of live chat to your applications.

Product Quality Score

Ease of use
Customer support
Value for money

Salesforce Live Agent features

Main features of Salesforce Live Agent are:

  • Agent Queue Monitoring
  • Pre-Written Messages
  • Real-Time Live Chat Support
  • Multilingual Support
  • Private Messages
  • Chat Routing
  • Personalized Messages
  • Instant Message Sessions Metrics
  • Agent Performance Metrics
  • Customer Profile
  • Real-Time Agent Coaching
  • Snap-ins
  • Customer Chat Sneak Peak

Salesforce Live Agent Benefits


The main benefits of Salesforce Live Agent are the real-time, customized assistance it provides to clients or prospects, the increased productivity brought to your agents, and its empowerment of your team of representatives to give better service. Here are more details:

Personalized live online interaction

The system can be embedded to your website or to your application, referred to as Snap-ins, to integrate live chat support functionality. The chat is customized based on how prospects or customers engage with the site, which ensures that communication and interaction experiences are aligned with the visitor’s preference. You can also reach wider audience with your live chat since in a high and consistent quality because the system offers multilingual support.

Increased productivity

Salesforce Live Agent has a suite of productivity features that empower your agents to maximize their productivity at work. Every chat connects your agent with the full customer profile that they can use to deliver better responses pertinent to their client’s preferences. The tool is also capable of automatically routing chats to agents that are best suited for customer’s needs. This ensures that the right agent handles the right clients. Agents are also able to take a little sneak peek to the message which gives them the opportunity to formulate the best response for the chat faster. There are also keyboard shortcuts for adding pre-written messages.

Smarter agents

The system provides you with comprehensive metrics about each of your agent’s instant messaging sessions and performance, which allow you to plan for a good strategy in improving your team’s efficiency. You are also able to monitor agent queues live which makes for a more efficient management of workload. Your agents can also be coached in real time via private messages to aid or train them how to respond in appropriate ways to customers.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android
  • Desktop

Customer types

  • Small business
  • Medium business
  • Enterprise

Support Types

  • Phone
  • Online

Salesforce Live Agent Integrations

The following Salesforce Live Agent integrations are currently offered by the vendor:

  • Salesforce AppExchange
  • Live Agent API


Customer Support


Pricing Plans

Salesforce Live Agent pricing is available in the following plans:

Free trial
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