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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3 views

Store LiveAgent button value on Product picklist

I am using fallback code in LiveAgent to help better route our incoming chats to the appropriate department. It is working great, but the issue is that now I have 2 picklist that are basically the ...
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1answer
8 views

Fetching Case history into agent console in service cloud live agent

I am learning service cloud live agent. When a customer chats with an agent, if the customer's case is already added, then the agent is able to view the case history in service cloud console. How is ...
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2answers
37 views

Using Single Online/Offline button for multiple skills in Live Agent

I have setup and tested a button with a single skill successfully. The button shows up online when a user with that skill is logged into live agent. But, if I assign another skill to the button and ...
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0answers
12 views

Where are files transferred during live chat session are saved in the ORG?

We had setup live agent for our ORG. In the chat configuration, We enabled the Agent File Transfer Checkbox so that our customers can send us documents (if any) during the chat with our agent. I ...
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0answers
11 views

Liveagent Routing Type - Most available Question

When we setup the Routing Type as Most Available, Will it also see how efficiently agents are handling the queue other than the calculation of chapt capacity - active chat sessions? e.g Chat Agent ...
0
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1answer
52 views

Dynamically Pass value to liveagent.addCustomDetail

Is there any way to dynamically pass values to liveagent.addCustomDetail method? When I use document.getElementById('email').value instead of text in the customdetail method the Chat button ...
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0answers
18 views

Passing Pre-Chat form inputs into custom VF page

I am setting up a Live Agent chat for a client. I have built the chat and am testing it on a SFDC site. The chat and the pre-chat form work as expected. However, I am struggling with one of the ...
2
votes
2answers
45 views

Live Agent Post Chat Page getting the Id of the Case inserted by the Pre Chat Page

I'm creating a Pre Chat and Post Chat page for Live Agent. The Pre Chat page inserts a Case. I need the Post Chat page to access that Case or get its Id. How do I do that? Thanks in advance.
1
vote
1answer
59 views

Logging into OmniChannel does not login to LiveAgent

I am wondering how the connection between omni channel and liveagent happens. We are starting with omni, then launching LiveAgent next. When I enabled omni the Presence Configurations were made using ...
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0answers
22 views

Setting up Live agent - chat button welcome message changes are not reflecting on client chat window

I have setup live agent on my developer org and deployed it to a sample website , now i am trying to change the auto greeting message on the chat button but even after changing it in salesforce the ...
2
votes
1answer
63 views

400 Request is not a valid ChasitorInit - live agent rest api

Hi i'm trying to reach this endpoint with live agent rest api https://d.la1-c1-frf.salesforceliveagent.com/chat/rest/Chasitor/ChasitorInit Then got 400 Request is not a valid ChasitorInit Here is my ...
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0answers
32 views

How to Pass customer Details into Salesforce from Website

I am working Salesforce Live Agent and Using a Custom Chat Window and NOT USING PRE CHAT FORM. I want to pass: Email Address or User Id , to search a Contact record and then display the contact ...
3
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1answer
30 views

Live Agent Geo-location feature

Has anyone implemented a way to prevent users from initiating a chat if a visitor is coming from a country where customer has no presence using geo-location within live agent. Are their any best ...
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0answers
45 views

I'm getting a Reference Error:Live Agent is not defined from my error monitoring tool

My website uses Rollbar to report errors. I'm getting a lot of Reference Error: LiveAgent is not defined, mostly on mobile but also on desktop (about 2:1). I attempted to reproduce the issue by ...
2
votes
1answer
52 views

Way to open Pre-chat form window in the centre of the parent browser screen

when the Agents are online and visitor clicks to engage an agent. If pre-chat form is configured, then it has the tendency to launch on top-left corner of the browser window. I am trying to explore ...
1
vote
0answers
20 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
38 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 for="...
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0answers
25 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
2answers
60 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
100 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
46 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
vote
0answers
32 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
52 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
65 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" ...
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0answers
18 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 can'...
2
votes
0answers
64 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 ...
2
votes
0answers
18 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; " > ...
1
vote
1answer
127 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
28 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
85 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
127 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
55 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
31 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
37 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
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0answers
20 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
27 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
27 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
vote
0answers
43 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
13 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 Id:{"Lead":...
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votes
0answers
37 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
35 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
48 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
47 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
178 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
28 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
51 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
113 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
70 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
41 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
130 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 ...