I need some serious help with Chat. I have a client that wants to add Chat (in Einstein Bot format) on any page on their website (not a Salesforce Community or Site). The agents are not in Lightning, not using the Service Console nor Omni-Channel. I've set up a Bot, but the set up is so convoluted and I can't find any documentation that explains this particular use case. Here are some questions I have (but it would be great if someone who has experience with this would be willing to talk on the phone for even 5 minutes):
- Do I need to set up an Embedded Service Deployment? It looks like that will only work/is only necessary if you have enabled Omni-Channel and you are using a Salesforce Community or Site. If we do need to set up an Embedded Service Deployment, what is the significance of the Site Endpoint?
- Which code do I need to supply to our web guy to put on the website? I see code snippets in the Embedded Service Deployment, the Chat Deployment and the Chat Button. Or some combination of the three?
- Why is routing configured in both the Chat Button AND in the bot? I have the Bot routing Chat Transcripts to different Queues, whereas I see that the Chat Button routes to Skills. I don't understand how this works/what the difference is for the agent experience.
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I would suggest to sign up for chat Acclerator webinar that covers basics for chat, omni, embedded services and bot
https://help.salesforce.com/articleView?id=000351184&language=en_US&type=1&mode=1