Live Agent is a native Salesforce tool that provides the ability to interactively communicate with your web site users. Live Agent lets your support agents help customers through chat. Once you have an active deployment of live agent, you will be able to chat with you site visitors in live time. The ...

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6 views

Live agent disconnection of a chat

3 weeks ago I deployed Live agent in a Salesforce org. Since then, everyday, all day long, there are about 5 agents in the console waiting for someone's chat contact. Recently, we have been starting ...
2
votes
1answer
13 views

Live Agent: set Case Record Type in PreChat doesn't work

I am trying to set some data in the PreChat of LiveAgent, and it works for every detail, except for the caseRecordType: <form method="post" id="prechatForm"> <label ...
0
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0answers
14 views

How to call liveagent.startChatWithWindow in C#

I am loading this string in a WebView in Windows Phone 8.1 App using C#: public string html = "<html><head><title></title></head><body><script>window.name = ...
1
vote
1answer
27 views

Custom Chat Window Queue Position Conditional Message

I'm using the liveAgent:clientChatQueuePosition tag in a customized chat window to display a visitors place in the queue. When an alert has been sent to the agent, however, the value is null. Does ...
1
vote
1answer
61 views

Live Agent Pre Chat Form - Use Custom Case Picklist Fields

I am trying to make a Live Agent Pre Chat Form inside our Salesforce Customer Community using visualforce. I've tried out a lot of approaches and cannot figure out how to use custom picklist fields ...
2
votes
1answer
38 views

Error 500 when using Live Agent REST API with prechatDetails

Hello I am developing an iOS app allowing to chat with a service agent using live agent. The app is using Live Agent REST API. Everything was working fine till I added prechatDetails to the ...
1
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0answers
22 views

Live Agent custom window with Agent Profile image

I have used the instructions found here https://systemdebug.wordpress.com/2015/05/17/live-agent-rest-api-connectapi/ to add the agents image to a custom chat window. I seem to have some permission ...
1
vote
2answers
31 views

Live Agent REST API: AgentDisconnect usage

According official guide, "AgentDisconnect" just has explanation as follow: Indicates that the agent has been disconnected from the chat. but I don't know how to utilize it. can someone give me ...
2
votes
1answer
40 views

Create lead if contact does not exist live agent

I was able to create lead if contact does not exist, but hidden fields are not getting mapped: Can anybody advise on how to achieve this? Below is Prechat page: <apex:page showHeader="false" ...
1
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0answers
16 views

OR logic in Live Agent - doFind

I would like to know if it is possible to use OR logic in Live Agent prechat doFind event. I'm aware that you can enter multiple criteria there, and they will be linked with AND logic together. I ...
2
votes
0answers
47 views

How to retain sessionId within Live Agent

We're implementing a Salesforce LiveAgent chat for our website, and we want the chat to appear in the bottom right corner of the page, not a popup. My question is: is this even possible while ...
1
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0answers
12 views

Stop Automated chat invitation when a customer initiated a chat from standard chat button

How to stop invitation to pop up when customer is already chatting with Agent? Tried in below way but no luck <div id="liveagent_button_online" style="display: none; border: 0px none; " > ...
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0answers
16 views

How to check the availability of a live agent?

I'm trying to create an application that pulls the current status of the live agent (online, away or offline). Does anyone know how can this be done? I couldn't find it in the documentation. Thanks!
1
vote
1answer
72 views

How to keep Session Id and key after implement ChasitorInit request

I want to integrate an social chat App (WeChat) into Salesforce, I wish this integration can implement an complete chat communication between Live agent and customer such as following: customer send ...
1
vote
0answers
26 views

Is there a way to track changes to skills in Live agent?

Use case : Someone unknowingly removed an assigned user from a skill for live agent. We weren't able to find the same in Audit trails. So is there a way to track these changes so that we get to know ...
1
vote
1answer
55 views

Live Chat error message “Session required but was invalid or not found”

I'm trying to develop an apex function to connect my Org with live agent based on Salesforce official guide. Apex function connect with live agent got 2 main step as following: Create a Live Agent ...
1
vote
1answer
54 views

How to implement live agent through lightning component for napili template?

I have already seen one video published by salesforce. In which they have used live agent button in napili template via lightning component, but how can i implement it. please share in detail.
0
votes
1answer
21 views

Live Agent PreChat API for external website

I have to use Prechat API of Live Agent to gather information about the customer. I have successfully implemented this for force.com site but stuck on what values to set in the fields for external ...
0
votes
1answer
11 views

Live Agent Custom Chat Issue error Interact is down for maintenance Sorry for the inconvenience

I am getting the above error when my user tries to start a chat and fills up the pre-chat form page. Now, when the user navigates from pre chat to custom chat page to start the chat error occurs. In ...
1
vote
1answer
27 views

Live Agent: Private message from agent to supervisor

In Live Agent, it is possible for a Supervisor to send a private message to an Agent. What about the other way round? I'm not talking about the flag to request help, but an actual private back and ...
0
votes
0answers
16 views

Can I avoid to a live agent supervisor to answer a chat request?

I have implemented live agent in a Salesforce org, enabling queue for agents. I have 6 agent users in the org, including a supervisor one. The supervisor user has a different profile than profile ...
1
vote
0answers
25 views

How to transfer skill from live agent chat request to custom field in case information?

I have a task where I have to transfer the skill shown in the live agent chat request to a custom field in the case information that is generated once the live agent accepts the chat. See image below: ...
0
votes
0answers
19 views

How to show full Name Live agent name in sales force?

Actually I couldn't fill agent name in Live chat Button because we need to full name display in client side from chatting conversation page. i tried, For Example, Full name is Rajesh Kumar But Show ...
1
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0answers
29 views

How to render Live Chat Button via a new custom field on the User Record?

Background: We are wanting to use Live Agent for customers only on our Community Site(behind login). I am trying to limit visibility to certain clients based on the Community User record. I am trying ...
0
votes
0answers
8 views

Fetching Live Chat Transcript Lead Id from Live agent post-chat page

I need to obtain my LeadId from my Live agent post-chat page. I can see Lead id from attached Records property, by printing this line: Lead Id: The result of is code is following: Lead ...
0
votes
0answers
16 views

How to use a chat key to identify a chat transcript record?

Live Agent Post Chat data includes a chat key (e.g.f5ea2b15-6824-4653-97c6-66714d720675). This is distinct from visitor id (though it looks to be in a similar format). By implication it uniquely ...
2
votes
0answers
20 views

Change Case Owner and Live Agent

Is there a way to change the case owner to the person who is accepting the chat in live agent. The scenario is that the user raises a case and then he gets an option to chat with support. The case ...
0
votes
1answer
29 views

Debug Live Agent

We are developing a custom prechat page for Live Agent. It is working exactly how we think it should, with one major exception: it is NOT creating a Case when the chat is accepted. My question is ...
1
vote
0answers
39 views

Hiding Live Agent widget in Service Console

I have created a custom console component to use for Live Agent, using the Salesforce Console Integration Toolkit Developer Guide. I have added it to my console. It is working fine. Now that I am ...
0
votes
1answer
90 views

Live Agent: issue with startChat

I am trying to create a very simple Live Agent deployment page, with the link always being displayed (we handle no agent being available in the pre-chat page). Here's the code I put together. ...
0
votes
0answers
23 views

Is it possible to do multiple doFind requests in live agent prechat form against the same object?

I have a customer requirement to create a pre-chat form for live agent that accepts 4 inputs, the first 3 are required and the 4th is optional. This is to query for a contact record They want to ...
2
votes
1answer
37 views

Chat persistence in Live Agent

The Live Agent code is hosted in a specific page of the website. When the user goes/navigates to other page or refreshes the page, all the chat data is lost. The chat window shows "Start Chat" button. ...
5
votes
1answer
81 views

What is the Integration Toolkit use case? Can I use it to watch for Live Agent chat events like Chat End?

https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/ I am confused about the usecase of this. Can I use this on the page to invoke some functions on parent end to ...
2
votes
1answer
61 views

LiveAgentSession objects during agent session

According to the docs, there is a standard object called LiveAgentSession. The doc says "This object is automatically created for each Live Agent session and stores information about the session.". ...
0
votes
0answers
38 views

Live Chat Customization on Agent Side

I've checked the docs and I'm pretty sure there's no way to do this, but I'll ask in case someone has managed to do it. We are doing a Live Agent implementation, but our business users hate the UI ...
3
votes
0answers
76 views

Implementing a pre-chat form with Live Agent and Community Builder

Is there any documentation (or any standard way) to create a pre-chat form for Live Agent if we are using the Napili template in Community Builder? I was able to get the pre-chat button working ...
1
vote
1answer
147 views

LiveAgent Chat button on the footer of Napili Template

I'm trying to add a liveAgent chat button on a customer community, when I add the button on the footer of the napili template liveAgent seems to lose track of the button and doesn't update according ...
0
votes
0answers
19 views

Metadata Live agent configuration over VF page

I wanted to expose the Live agent configuration over the Visualforce page so that users can update their configuration. Is it possible using the Apex or using Tooling api.? I have searched something ...
0
votes
0answers
58 views

Automatically associate chat transcript to case and account

We're using the service cloud console and live agent chat. We have chosen not to automatically create a new case for every inbound chat request (So Deployment API and pre-chat API are probably not in ...
0
votes
0answers
35 views

Live agent configuration not working

<html> <head> </head> <body> <a id="liveagent_button_online_57328000000L0ta" href="javascript://Chat" style="display: none;" ...
0
votes
3answers
57 views

On a Live Agent Pre Chat form, how can I make a field mandatory?

I have a pre-chat page and it's working fine. I just need to make (say) the name field a required one. HTML 5 states you can use a "required" attribute on the <input type="text" ... > But ...
2
votes
0answers
53 views

Trigger event on Live Agent accept chat

I want to auto-assign a case to a user if the user accepts a live agent chat that has the case details attached to it in the pre-chat form, and the case isn't already assigned to an individual. I'm ...
0
votes
0answers
12 views

Live Agent reports “location fields need to separated”

Live Agent reports "location fields need to separated" Having the city,state, country in one field makes it impossible to run a report that groups states. Why didnt they separate those tables into 3 ...
1
vote
1answer
155 views

How to determine Omni-Channel Agent Status in APEX?

Is there a reliable way to get an Agent's current Omni-Channel presence status using APEX? The UserServicePresence table records some status changes, but notably offline is not a status change that ...
2
votes
0answers
23 views

Live Agent, Correct syntax to create Account from the prechat form?

I tried to create the account whenever the visitor submits the Prechat form. My guess is that I am not using the correct syntax.I want to populate multiple fields and show the account to the agent ...
1
vote
0answers
25 views

Live Agent “Visitor” show while chatting

I have configured live agent on the community, hence whenever the chat gets initiated, it shows "Visitor" instead of the Customer Community user Contact, Can you please let me know is there a way to ...
0
votes
0answers
14 views

Live Agent - make URL to the Agent non-clickable

Is there a way to prevent an incoming chat message to the Agent from being a clickable URL? Thanks!
1
vote
0answers
22 views

Restrict file types in liveagent

I have implemented file sharing on my liveagent chat application. I have added following line in my custom chat vf page. And now I am able to share file over chat from client side. ...
1
vote
0answers
35 views

Prechat form details

I want to create case as soon as support agent accept the chat and it is getting created, but now I want to populate the account name automatically from the prechat form, can it be done??? below are ...
0
votes
0answers
28 views

Live agent deployment code passing parameter issue

I am trying to pass a paramter into live agent deployment code like liveagent.init('https://XXXX.salesforceliveagent.com/chat', ...