Questions tagged [chat]

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10 views

How to get multiselect menu in einstein bot

I have a requirement where the user need to select more than one menu option currently i am displaying it dynamically. But i need it to be able to select more than one value. Please help. Thanks in ...
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19 views

Chat Icons Missing - Refused to get unsafe header "Server Timing" Error

We are missing the minimize and close icons inside the chat window. I've changed the background to white / black and they are still missing so it's not a CSS issue. Inside my console I'm getting a &...
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1answer
19 views

How to Auto-Accept Chats while permitting Cases to be Declined in Omni

I'm trying to set up a means for allowing users to accept or decline an email-to-case while auto-assigning them live chats. The issue is that I can only seem to have one Presence Configuration ...
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28 views

DML operation Update not allowed on PresenceUserConfig

public static void changeChatCapacity() { PresenceUserConfig maxCapacity = [ SELECT Id, Capacity, OptionsIsDeclineEnabled FROM PresenceUserConfig WHERE ...
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30 views

Remaining place in queue after closing hours in Salesforce chat

I'm setting up a chat solution for a firm right now, where they have opening hours for their chat service. The chat would tipically be open from 08:00-16.00. After closing hours, no customers should ...
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16 views

Omni-Channel automatic message

Is it possible to add an automatic message in Chat in certain situations? For example something like 'sorry to keep you waiting, I'll be back shortly' when an Agent is not responding for x seconds? I ...
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15 views

Omnichannel prechat form that checks agent availability

I have an Omnichannel request to first check that an agent with a skill is available, and if so, initiate the chat, if not, present the user with an option to open a case or initiate a new chat with a ...
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12 views

503 (Service Unavailable) on live chat

I created a new chat with live agent , I created a salesforce site for the site endpoint and a another one for the chat i used the code given by salesforce the button appears but when i click i ...
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1answer
66 views

Trying to add additional behavior in post-chat for Embedded Services

We're currently integrating GetFeedback with our embedded service chat. There's one quirk we're trying to account for in the post-chat behavior, however. Since we have the setting enabled to allow ...
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14 views

Omni channel "End Chat" button throwing an exception

I am using salesforce embedded service chat and when a community user chats with an agent and when the agent clicks on the "End chat" button from Service console app, it is throwing this ...
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9 views

Change chat transfered from bot to lastname to firstname

When I click Transfer to Agent from the bot window I see chat transferred from example-Jana to LastName of the agent' but i want to see the first name only instead of the last name or inclusion of ...
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1answer
40 views

How to cancel a chat transfer that is queued?

We have an implementation that uses Omni Channel, Chat & a bot. Our Chat Button allows Queueing. In certain scenarios, the bot transfers the request to a Queue that allows queueing. When it does,...
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11 views

When a rep is done with a chat, when does the AgentWork item gets set to a Status of Closed?

I think it's when they close the tab in the Console, but I'm having a hard time finding documentation to confirm that.
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58 views

Embedded Service Chat shows "Your chat request has been canceled because no agents are available" instead of the Offline Support Form

In the SFDC community the embedded chat works fine - it shows the Offline Support Form if no agents are available. On our website, the embedded chat works fine IF agents are available. If agents are ...
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11 views

Update a field when clicking on the end chat button

I need to update a field when clicking on the end chat button of a messaging session: Is there a way to do this?
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37 views

Displaying Live Agent Wait Time

Trying to figure this out but I'm not too familiar with the Chat REST API and have basic knowledge of HTTP, CORS, and REST. https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/...
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27 views

Chat ConversationEntry is empty

Our task is to display past messages inside each new chat. As far as I understand, this cannot be displayed in a standard chat, so we made our own UI (Custom UI). Each time the user starts the chat ...
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37 views

Required fields are missing: [LeftOperand] Referrer Bot Id

I cannot utilize Referrer Bot Id. Obviously, at first the variable is not set, but it is later after being redirected to. I did check that if the variable is accessible and in fact the bot returns the ...
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21 views

Transfer Bot conversations to another Chatbot transfer message

I am working on a pretty big chatbot that consists of a couple of separate flows. The idea was to create an extra chatbot instance that seamlessly connects all of them. The problem is, when a customer ...
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23 views

Populate survey for user agent

I want to populate a survey(post chat url) for the user as well as I did for the customer, something like a five star rating. How can I populate a chat for the salesforce user when chat has ended
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29 views

Survey in LiveAgent chat

I need to build a post-chat survey (avoiding the feedback license), and so far we've been able to (a) define a Community page in the Invitation, (b) trigger the creation of an SurveyInvitation and ...
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19 views

Prevent Agent from ending chat session

Is there a way to prevent an agent from ending a chat session? Use Case: Agent is chatting with customer in Live Chat, and hits the end chat button. There are fields on the case object that the ...
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51 views

How to handle live agent custom events through the native chat-core sdk's

We are integrating an instant chat with live agents in a React Native application, utilising the native chat-core sdk's for both Android and iOS. The plan is to route customers through the same setup ...
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34 views

How to add a line to Einstein Bot's dynamic or static menu?

How to add a line to Einstein Bot's dynamic or static menu? In the image below the field I want to insert a line break is inside a red square. The html tag didn't work, as shown in the image below ...
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25 views

Sending an internal message to an agent through chat with Einstein Bot

I have an Einstein Bot running for customers, but in some cases when the Bot transfer the customer to an agent I would like to show some collected data to the agent. For example if Einstein bot ...
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89 views

Close Specific Salesforce Chat Tab when Customer Ends Chat

I am trying to do the following after a customer ends the chat on their end: Highlight the closed chat tab Create a pop up stating the chat has been ended Close the tab after 3 minutes I am doing ...
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20 views

Salesforce webchat set/capture field value on Cases object

I am implementing webchat functionality for one of our client. Client has four different brands on Salesforce Commerce Cloud B2C For webchat, we are using both prechat forms & offline support ...
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46 views

Pass a parameter in a hidden field for embedded chat?

We currently have a visual force page for a custom chat solution. In this solution we use hidden fields to pass parameters from the .com site where the chat is hosted to salesforce. Specifically ...
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116 views

embedded_svc.liveAgentAPI.startChat doesn't work

I have been using embedded service for a while, I wanted to hide the standard button and start the chat with some custom button and for that I tried to use below code snippent. However, it gives me ...
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1answer
33 views

How to use Close chat phrases (by operator)?

In omni-channel, is it possible for operator to use some phrases to close the chat? e.g. "Close Chat Phrases". Thank you
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9 views

Set or redirect chat to specific agent - SDK for Android/iOS

Is it possible to set or redirect the chat to a specific live agent while using the SDK for Android/iOS?
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63 views

displayToAgent in extraPrechatFormDetails Pre-chat paramater is not working

Scenario: In our Salesforce chat deployment we will have a question in the Pre-chat form: How can we help you? I would like to show this to the chatting agent right away without any additional clicks ...
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111 views

How to implement embedded_svc.inviteAPI.inviteButton.setCustomVariable() in Embedded Service deployment

I am working on an Embedded Service Deployment with an Automated Invitation. One of the firing conditions for the invitation involves a custom variable that's been set up on the page. I've seen this ...
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23 views

Clear data from SalesForceChat

I'm using SalesForce Lightning Chat ESW version 5.0 When a user logs out from our site we want to clear all active chat sessions for that user. Our implementation is basically: When the user logs out,...
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32 views

How can I capture the URL of the landing page a chat visitor entered our site through?

We have added the Salesforce Embedded Service Chat Deployment to one of our websites. The majority of the traffic to this site is coming from Google Ads paid search. If a user chats with us, I'd like ...
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1answer
42 views

Getting error on adding LWC in chatbot window

I created a custom metadata for getting links and name and using same in chatbot. But nothing seems to work in window.Error- This page has an error. You might just need to refresh it. [ANY_TEXT is not ...
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14 views

Embedded Service Chat ADA Form missing button error

I'm trying to solve an issue with an ADA error when checking a site with Siteimprove. I get a form missing submit button error. Is there a way to target the form from to add an aria label to it? Here'...
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40 views

How to retrieve session message content from whatsapp with AMPScript?

I have a use case where I need to simulate a whatsapp chat in Marketing Cloud, so i need to retrieve a response to a session message and save it in a Data Extension. Is that possible with AMPScript o ...
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41 views

Web Chat Routing - Via Pre Chat form on ths same page

We have x2 channels for our chat support. Tech support and Web Support. We currently use a form to separate out the support channels and change the Button ID using this function below based on a ...
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1answer
19 views

How can a user select the language for the webchat?

I'm creating a webchat for a Canadian company. They want the ability for the user to select (in pre-chat) the language: either French or English. Once the user selects the language, he/she can fill in ...
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1answer
28 views

IOS live chat SDK crash

iOS Sales force CHAT SDK crash when the sales force agent accepts the call. I'm using the SF SDK version: 224.0.2. The app is breaking in Urban Airship side. Not clear to me why this is happening. It ...
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21 views

Can Partner Reps Receive Live Agent Chats in a Community?

I've set up live agent for my community, but we want our partner community reps to be the ones to receive the incoming web chat requests in the community (we outsource some of our customer service to ...
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70 views

Salesforce Chat SDK performs abnormally in Android app

After integrating the Salesforce Chat SDK in my android application, I noticed that, after the chat was initiated, it behaves as a separate application rather than working inside my application. When ...
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17 views

Set landscape orientation for Salesforce chat window with Salesforce SDK for Android

My android application support Landscape orientation only. So I want to set the Salesforce chat window's orientation also to landscape only. Is there any option to set the orientation of the chat ...
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12 views

Custom chat with Visualforce always opened in a new window

we're trying to override the livechat using a visualforce component so that we can customize the style and html content. Our issue is that liveAgent:clientChat is always opening in a new window. Is ...
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29 views

How to match Embedded LiveChat session with contact

The usecase what I try to implement is to match the current embedded live chat session with a contact or a case. What I get in the embedded live chat api is the liveAgentSessionKey. Is there any way ...
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84 views

Translate pre chat label

it's possible to translate the pre chat form from Salesforce configuration? I try but not find anything. My problem is to translate "First Name" and "Last Name" into pre chat form.
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56 views

SFDC Chat Invitations in a fixed location in the lower right corner of the screen are still visible elsewhere when they aren't active?

We have the Chat button fixed on the bottom right corner of the screen and we'd like to have the Chat Invitation show up above it, also in a fixed position. Apparently the default behavior for the ...
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112 views

Contact is not getting created from Pre-Chat form

I am having a problem with my pre-chat questions not creating a Contact if no match is found for the Contact. The Chat starts fine and the Case is created, but the Contact is not created and the Case ...
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1answer
617 views

Einstein bot : returning custom fields from Knowledge

I'm trying to Set up Object Search to find articles related to a customer question in Einstein Bots. The search works well but for some reason I can not surface any custom fields of the Knowledge ...