Live Agent configurations define the Live Agent functionality that is available to your agents and render adequate supervision when agents chat with customers. You can create Live Agent configurations to control the functionality of Live Agent in the Salesforce console.
Create profiles and users before you create configurations for the sake of efficiency. By doing this, you can create a configuration and assign it to the users and profiles at the same time.
To a certain point, Live Agent configurations enable you to control your users’ access to certain Live Agent features. You can create multiple configurations that define Live Agent’s functionality for multiple types of users. For example, you might create a configuration specifically for experienced agents that gives them more permissions than new agents have, or you might create a configuration for support supervisors that gives them the permissions that they need to monitor their employees.
