Questions tagged [chat]

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8 views

Chat (LiveAgent) Customize Response When No Agents Are Available

I am looking to update the message that is delivered to users when no agents are available to chat. I am stumped where the messages are being set. I have checked: quick message $Label.site custom ...
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13 views

Salesforce live chat text branding colours - 'continue to wait' text unreadable

See image: Does someone know which setting needs to be changed in the branding section of the embedded service deployment for the live chat to get this to display properly (not just on hover)?
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1answer
11 views

routing omnichannel message to our own custom-made chat plugin

I have integrated the web bot on a community page in Salesforce and configured the appropriate Einstein Bot using Dialog and Intent successfully. Now, in order to receive the message from a customer ...
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1answer
19 views

Any reCAPTCHA equivalent security for Chat?

We need to secure web-chat against bot attacks on our website. Although reCAPTCHA sounds the right solution for this, Salesforce does not have this feature for Chat. Is there any other similar ...
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17 views

Prepopulating the prechat fields in chat window for loggedin user in salesforce

How can we prepopulate the fields for the prechat fields in the chat window for embedded sevice deployments to pass the values to live agent for the logged in user.
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24 views

How to Report on Direct Messages in a Community

We are doing some proof-of-concept work to leverage the Direct Messaging feature in Salesforce Communities. We need to be able to run reports on the number of messages sent by Users, including details ...
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37 views

Custom pre-chat before Live Chat

I have a tricky question to ask. I have to transfer the chat from the Einstein Bot to the Live Chat. I'm aware of the Pre-Chat settings where we can insert custom code (lwc, aura) on the E.Bot. My ...
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36 views

Use advanced skill-based routing for chat

I am using chat with OmniChannel I have routing requirements that are much more than the queue-based routing So I am trying to implement skill-based routing On the basic skill-based routing if a ...
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22 views

Live Agent - Pre-Chat - Preselect Contact or Show Search Results

When the user enters their information into the pre-chat form and clicks the Start Chat button, I want to: Look them up in Contacts and return the most specific matches I can find based on Email, ...
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1answer
27 views

Bot - Why I can't enable logging conversations?

In Enable Einstein Bots docs there's a step-by-step guide of how to store the conversation data. Screenshots suggest that there should be a setting to enable this in Enstein Bots Setup: However in my ...
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1answer
17 views

Not all prechat form details are being propagated to the LiveChatTranscript objects

I've followed an SF example on getting prefilled chat details available in the dialogue itself. The main goal is to avoid asking customers questions that we should already know answers to (e.g. What's ...
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1answer
36 views

Custom OmniChannel Routing using Apex

I have a requirement where we want to route customers by prioritising the owner or Sales Team of a matched contact/lead for Chat. As far as I can tell, I can't achieve this using standard Queue-based ...
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39 views

chat embedded_svc.settings.fallbackRouting not working

I am trying to implement a fallback routing mechanism for my chat implementation with skills routing. I am putting my chat snippet in a VisualForce page: <apex:page showheader="false" ...
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22 views

How to add a chatbot avatar for the chatbot in salesforce ? Apart from creating a VF page?

I want to have a chatbot avatar for my chatbot in salesforce community Is there any possibity to add that in configuration settings. I have done it using by creating a new VF page. But the VF page ...
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17 views

Can I move the “Save Transcript” and “End Chat” in the hamburger menu to the chat headers?

I am trying to move the "Save Transcript" and "End Chat" in the hamburger menu to the chat headers. I was able to create a chat header Lightning Web Component. In the chat header, ...
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13 views

Embedded service validation

I found that we can use the embedded_svc.settings.extraPrechatInfo to find a Contact but if its not found a Contact will be created. The requirement I have is that if the email provided on chat does ...
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30 views

Skill-based routing for chat

We are trying to implement skill-based routing for a chat. We have only one type of skill - language. We have customers in multiple countries. They are always logged into our community. We would like ...
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1answer
61 views

OAuth 2.0 JWT Bearer Flow - XMLHttpRequest CORS and SameSite error and Gack

We are implamenting a chatbot using the OAuth 2.0 JWT Bearer Token Flow and see the above errors in the browser client degugger. We already have a valid access token and the origin has already been ...
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1answer
54 views

Live Chat: What is the difference between Queue Size Per Agent and Capacity?

We use Live Chat for one of our communities. Today some of our business users said they were no longer able to open more than 2 chats simultaneously, whereas they swear they could (before today) open ...
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54 views

Routing Chats created in live chat omni-channel skill based routing

We are trying to implement Live Chat into our Salesforce environment using the sales use case rather than the service use case being the creation of leads. For this we have set up a pre-chat form in ...
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1answer
20 views

How to fetch Contact and Case data with LiveChatTranscript using SOQL Lookup relationship

I have Contact and Case relationship mapped to LiveChatTranscript through ContactId and CaseId like the following: I need to fetch LiveChatTranscript data along with Contact and Case in a single ...
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1answer
55 views

Embedded Service API scripting help for Salesforce Chat

I have setup Embedded Chats for Sales flow So new chats will be linked to Leads I am using Embedded Service API for overriding this behavior to implement my usecase My use case - When a new request ...
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31 views

Custom pre chat form that route chat to case owner

I want to create a pre chat form in which community user enter the case number and based on the entered case number i want to find the case details like property name,case owner and then i want to ...
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1answer
103 views

Facing issue with the latest chrome update(84) to make default cookie option as “BLock third-party cookies in incognito mode”

We have a Chat button on our community page using which user can communicate with Agents for their issues. User can use the community page in normal mode as well as in incognito mode. But with latest ...
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1answer
47 views

Einstein Bot Builder Error when Build Model clicked: 'Your Model Requires Attention.' How to troubleshoot?

Unable to Build Model. I have adequate intents and utterances.
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1answer
20 views

X-Frame Options Issue when using Chat Preview Form on external website

I'm trying to build a custom prechat page for live-agent (specifically on an external webpage, not on a community or on a Force.com Site) so that I can manually define the behaviour when a user ...
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1answer
43 views

Einstein Reply Recommendations not visible in setup

As per Summer'20 Release notes Help Chat Agents Respond Faster with Einstein Reply Recommendations is generally available. But I don't see 'Reply Recommendations' in setup, both in Lightning and ...
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14 views

Migrating to androidX

I figured out chat-ui sdk is not fully migrated to AndroidX. Was hoping chat-core will be an jvm library, but it's an android library and this as well is not migrated to AndroidX. We are removing ...
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21 views

Is there a way to track sales made after customers engage in chat?

Is there any way to track sales that are made after engaging with an agent over chat? I am curious generally if there are any other salesforce customers that are using live agent chat for Sales, and ...
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1answer
59 views

Getting java.net.UnknownHostException: d.lb2-a1-gc4.salesforceliveagent.com for Salesforce Live Agent API endpoint

Here is the stacktrace for the Rest request error: org.springframework.web.client.ResourceAccessException: I/O error on GET request for "https://d.lb2-a1-gc4.salesforceliveagent.comm/chat/rest/...
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1answer
60 views

Make SF Chat appear only when agent is available

I recently created a Chat Button in SF successfully. I created the Routing, the Queue, Pre Chat button and the Chat Embedded Deployment. I used the code snippet form the embedded deployment and placed ...
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12 views

Setting an initial value on pre-chat's picker option

I am building a pre-chat form for a SalesForce chat. One one of the fields is going to be the SCSPrechatPickerOption. I am struggling to set its initial value, just like it can be done with ...
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11 views

Salesforce Chat Transcript Tab crash

I am new the the whole salesforce chat and its setup. I have an agent using Salesforce Chat and the Chat Transcript Tab seems to be crashing intermittently with this error: Uncaught Action failed: ...
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35 views

Omnichannel Lightning how to transfer chat to correct queue based on prechat form details

I have Embedded chat on page where User can have question about 2 different problem types.Since we can have only button we thought of asking user in prechat form for what problem type they need ...
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1answer
55 views

Add Images to a Live Agent that is embedded in an external Website

I am trying to add images to a live agent deployment that is embedded in an External Website. The images are stored in Static Resource and I have set the Cache-Control as Public. If I put the live ...
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30 views

Embedded Chat PreChat Form

I am using the Salesforce embedded chat functionality in a customer community. For security purpose, I don't want users to be able to change their name and email address when using the chat ...
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0answers
44 views

How to add custom object fields in a pre chat form

I have to display fields from a custom object in a Pre-chat form. The pre chat form currently allows the fields from standard objects (Case, Lead, Contact). If we design a VF page to display the ...
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92 views

Unable to set custom field value on the chat transcript object from pre-chat using Embedded Service

I am using an embedded service deployment to show a chat window on a publicly hosted webpage. This chat has a pre-chat form configured where I take in the contact details. I want to input some ...
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1answer
139 views

Embedded Chat - Custom Minimized Component

I'm implementing a custom Minimized LWC component for my snap-in chat, but when the page loads, it always loads the standard UI. My custom UI loads, but not until I first initialize it on the page. ...
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26 views

Route/Assign live agent chat conditionally to agent

When a customer initiates a chat, it's routed to an agent based on the button and particular skills assigned , it creates a chat transcript as well as a case record. Case record is linked to the ...
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42 views

Embedded Service Deployment Offline Support

I created a Embedded Service Deployment and enabled chat on it. I am trying to configure Offline support to a specific record type but it looks like it is not respecting that specific record types ...
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22 views

Live Agent Chat - How Do You Append A Value From The Prechat Form To A Chat Conversation?

I currently have a textarea on my prechat form that looks like: <textarea name='liveagent.prechat:CaseSubject' class="form-control-desc" id='subject' cols="75" rows="3" maxlength="255" size="250" ...
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1answer
47 views

Chat Agent Status Switching to Offline

We have recently implemented Chat Agent/OmniChannel Routing in our Community site. It works well so far, but we have found that the Agent Status is set to Offline if the Agent navigates to other ...
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13 views

Live agent chat time config

How to change the live agent rep status to offline if he is not active for a certain period of time in chat console automatically?
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1answer
29 views

Live Chat Title Bar

How to change the text of the LiveChat Title bar i.e the title bar of the window that pops up to the livechat agent when a customer request to chat? I am unable to find any config in chat console.
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21 views

SalesForce Live Agent Chat - How Do I Listen For When A User Completes A Pre-Chat Form And Starts A Session?

I have an embedded iFrame on my page that allows the user to talk to my agents in the SalesForce console. The chat window consists of a div with a header bar and an iFrame to host the SalesForce chat ...
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20 views

Remove pre-chat form and pass data from external site directly to the salesforce to create case record

I have live chat implementation hosted on the external site. User fills the pre chat form (name,email,subject etc) and starts the chat. These pre chat form details are used to create a case in ...
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18 views

addButtonEventHandler in Lightning component

We are trying to get status of Livechatbutton using addButtonEventHandler. This function can be used in visulforce page under the script tag as mentioned: [link][1] However, we need to write this ...
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137 views

Not able to pass custom field value to Live Chat Transcript object usin embedded service chat extra Prechat JS

I've below code in snippet setting file of embedded service chat component. embedded_svc.snippetSettingsFile.extraPrechatFormDetails = [{ label: "RecordTypeId", value: "...
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160 views

Is it possible to keep Embedded Service's Chat Button available even when there are no Agents online?

I've been working in a requirement where we customized the Pre-Chat form using Lightning Components to leverage the usage of some customs messages and conditions to submit the chat or not. The current ...