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Questions tagged [chat]

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How to get affinity ID for an existing liveagent deployment

How to get affinity ID for an existing liveagent deployment. we need to use the rest api and need affinity id. we cannot call /Systems/SessionID, as it creates a new session. we already have a session ...
Ichraf Guezmir's user avatar
0 votes
0 answers
19 views

Which Object and Data Point can be used to identify a Guest Visitor in Enhanced Web MIAW?

With standard chat, LiveChatTranscript returned IP address. With enhanced chat, we are unable to locate any identifier for guest customer to understand repeat contacts. I have heard from support ...
Shreya's user avatar
  • 11
0 votes
0 answers
13 views

Unable to see the "File" dialog step in Einstein Bot Dialog

I am using Einstein Bot and it has some dialogs. I want bot to send a static file to chat visitor and I am following this Salesforce Help Article I have created asset and provided all necessary ...
user36778's user avatar
  • 646
1 vote
2 answers
122 views

Omnichannel is stuck in busy status

I recently created an Einstein bot, I am using OmniChannel to route it. when I set my Status to 'Online', it shows online but on the bottom it still says busy and it does not route the chat correctly. ...
user130667's user avatar
0 votes
0 answers
56 views

SalesForce chat widget breaks JQuery Ajax

we face some issues with events of ajax form after opening SalesForce chat. We use JQuery and JQuery-unobtrusive-ajax. If the chat is not open there aren't any problems. We would be happy if someone ...
Ventsislav Panov's user avatar
0 votes
0 answers
54 views

Unable to upload file in chat using API and postman

My goal is to upload the file from my custom widget, whenever agent request for fill upload. When agent request file upload from salesforce chat, I am trying to upload file from postman by hitting ...
Rahul Kesharwani's user avatar
0 votes
0 answers
197 views

Messaging Sessions chats being ended by agent suddenly in salesforce, but the agent is doing nothing. What it can be?

In my org, the einstein bot transfer the customer to an agent, and then they talk, so the specialist can solve the customer issues. But, sometimes, the chat is being ended suddenly, and, the messaging ...
Pedro Paiva's user avatar
1 vote
0 answers
219 views

Embedded Chat [Legacy] migration to Messaging In App Web

Does any one perform full migration to MIAW from Legacy embedded chat ? If so, how do we manage 4 LWC components [Pre-Chat, Chat Header, Chat Message and Minimised]? Given MIAW only had one component ...
Siva Kumar Kapalavai's user avatar
0 votes
0 answers
88 views

Was anybody able to successfully configure messaging for web for salesforce?

We need chat bot integration into the customer website. I have explored several options for POC. For now we don't have access to the customer website, so we tried to add Salesforce Chat link to ...
Patlatus's user avatar
  • 17.1k
-1 votes
1 answer
139 views

Managing transcript

In Einstein chatbot, when we click save transcript, a file with filename 'Transcript' is being downloaded. The client is Asking if the Downloaded file can have Filename of TranscriptMMDDYYYY. Is this ...
Gkent Peralta's user avatar
0 votes
0 answers
29 views

While using a bot, can I report on the time it takes between when a chasitor requests a transfer to a live agent to when the agent accepts the chat?

We use a Bot and then users can ask to transfer to a live Agent (we use live agent still). Leadership wants to report on the time it takes from the chat transfer request to an agent to the time the ...
Dara Sue's user avatar
0 votes
0 answers
59 views

End Chat System Dialog

I have a quick question: does the attached image exist in the Einstein chatbot? I saw a few examples of this in old YouTube videos, but they were using older releases of the Einstein chatbot. I'm ...
Gkent Peralta's user avatar
1 vote
0 answers
602 views

Chat Agent is online but the chat button on the community still shown offline

I have set up chat in our salesforce org and have configured chat button on the portal site. I have done the following things to get this enabled: Created a new queue from Service cloud (Chat with ...
Grillz's user avatar
  • 23
0 votes
1 answer
168 views

Is it possible for a supervisor to transfer a chat from one agent to a different one using Omni-Channel?

The use case is, there are two users logged in, Jane and Joe. Joe steps away from his desk and forgets to log out of chat. Omni-Channel routes the chat to Joe and it is auto accepted. Is it possible ...
Travis's user avatar
  • 352
0 votes
1 answer
42 views

How to allow chat agents to watch each others chats?

Is it possible to give chat agents viewing access to each other's chats? Like if Agent A is in a chat, is there a way Agent B can watch as it's happening? If yes, what needs to be done to allow that? ...
Castronaut's user avatar
0 votes
1 answer
170 views

Prepopulate hidden fields on Offline Support form on Live Chat

Hello I'm developing a Live Chat using the Service Setup "Chat with Customers" wizard. I'm using extraPrechatInfo to hardcode the country of the page I'm embedding the chat button into so ...
banjug's user avatar
  • 29
0 votes
0 answers
174 views

Can we use custom labels to be referenced in Einstein Chatbot?

I have a use case where we are using the same URL link across multiple chatbot dialogs and we want to store it in one place and reference it in dialogs instead of putting hard text in each. It's a URL ...
Tuki's user avatar
  • 1
0 votes
0 answers
82 views

Enable Auto-acceptance to Cases but not for Chats in Omnichannel

We are trying to enable auto-acceptance of workitems to a group of service resources, but with the restriction that Chat cases should not be auto-accepted. Current implementation : Auto-Acceptance of ...
Riya Josh's user avatar
0 votes
0 answers
71 views

Can I test live support via Embedded Chat without Chat User license?

The company I started to work for has asked me to fix the Embedded Chat, but I have no experience with Salesforce and can't find an answer to my question so far. The company has Service Cloud licenses ...
cawecoy's user avatar
  • 101
0 votes
0 answers
58 views

conversationToolkitAPI events not available in pop-up

Im using aura component that leverage conversationToolkitAPI to listen to messages in service chat and it works well when component is added to page or utility bar. But when component is in utility ...
Kamil M's user avatar
2 votes
1 answer
220 views

How assign or modify variable in Embedded Chat Labels {0}

I'm trying to add a custom variable to the "Embedded Chat" labels, but I don't understand how the {0} variable works, when I enter the chat it returns the first name plus the first letter of ...
Penglw9's user avatar
  • 23
-1 votes
2 answers
555 views

Embedded Service - Offline Chat Deployment in Communities

I'm trying to customize my embedded service offline service, instead of showing the form to create an offline case, I want to change it to a text and a button to redirect. So far (before using ...
Jorge Silva's user avatar
0 votes
1 answer
197 views

salesforce einstein CHATBOT and custom notification

Messaging.CustomNotification notification = new Messaging.CustomNotification(); notification.setTitle('A CASE HAS BEEN ESCALATED!'); notification.setBody('Case # : ' +caseNumber+ ' subject : ' + ...
Gkent Peralta's user avatar
2 votes
1 answer
807 views

Static Resource with Cache Control set to Public is not Loading on external website for external users

We are deploying Salesforce chat with Embedded Service deployments. Currently when users without access to SFDC view the chat, all of the Salesforce images show up as broken. Below is an example of a ...
Matthew Metros's user avatar
0 votes
1 answer
1k views

How to pass Einstein Bot 'Snippet File Script' to external websites (other than salesforce communities)

I have created an Einstein chat bot and hosted it on Salesforce communities along with the 'snippet script'. By using it, I'm mapping the pre chat fields with the Contact & Case objects and ...
Rv1's user avatar
  • 754
0 votes
1 answer
60 views

Chat Rest Api ChasitorInit response OK but not reach to online agent

I am trying ChasitorInit, response status is OK but chat request is not see in the Live Agent widget. What reasons can we consider about this? Thanks in advanced. ref: https://help.salesforce.com/s/...
linthaw's user avatar
  • 49
0 votes
0 answers
186 views

Salesforce Chat button rendered multiple times in Angular application

We are trying to embed Salesforce Chat into our Angular based application. To do this, we got the embedded code snippets (Chat Code Snippet and Meta Tag Code Snippet) from Salesforce Setup, under ...
Vasanth Subramanian's user avatar
0 votes
1 answer
116 views

How to translate liveagent.findOrCreate() call to LiveAgent API ChasitorInit payload?

My client is implementing a custom chat that at some point hands over to Salesforce Chat by means of calling the LiveAgent APIs. In the ChasitorInit call it's possible to define prechatDetails and ...
Al Cher's user avatar
  • 261
0 votes
1 answer
464 views

Capture Chat File Transfer Request

Saleforce has a Chat (Live Agent) feature to request files from a visitor: https://help.salesforce.com/s/articleView?id=sf.live_agent_transfer_files.htm&type=5 Is it possible to immediately get ...
J Var's user avatar
  • 36
0 votes
1 answer
620 views

How to check a Live Agent Chat session has ended? (Chat API)

I'm working on a POC using the Salesforce CHAT API and I already have this process: Create a chat session (Live Agent is able to start the conversation) Pull and push messages into the chat But so ...
Edgar's user avatar
  • 1,279
1 vote
1 answer
458 views

LiveAgent: the agent is online but no chat request appears

We want to use the liveagent feature in salesforce via rest API. We created everything that needed for it - deployment, chat button, console app and so.. From the console - chat supervisor I can see ...
user2503775's user avatar
0 votes
1 answer
511 views

How to enable direct to agent routing from standard Einstein bot?

We have a requirement to directly route the chat from Einstein bot to a specific agent linked with the Case when the user clicks on Transfer menu and Einstein bot only supports bot/queue/skill ...
Richa's user avatar
  • 1
0 votes
1 answer
465 views

Multiple Salesforce Chat (embedded service) in Single-page app. How to reinitialize / destroy existing embedded service instance?

Currently in our angular app (single page app), we have one embedded service chat code in one of the pages and another embedded service chat in another page. These are two completely different chat ...
user3185455's user avatar
0 votes
1 answer
168 views

unable to Report on LiveChatTranscriptEvent

We want to report on LiveChatTranscriptEvent object to basically see how many transfers are happening. The Report type is not shown up in Standard/Custom Report Types. Also, where/how can we query the ...
Sharath Jallu's user avatar
0 votes
0 answers
185 views

Trigger on ChatTranscript not Firing on Insert

I am having trouble making my trigger work I set up a trigger on the ChatTranscript object and I would like it to fire up ONLY when it is created. But for some reason it is not... I tried to play with ...
Ben2pop's user avatar
  • 425
1 vote
1 answer
1k views

Extra Pre Chat Information for Messaging Session

i am facing an issue and I did not find any way to make this work I am transitioning from the Embedded chat Service to the new Messaging in app and web created by salesforce. With the embedded chat ...
Ben2pop's user avatar
  • 425
2 votes
1 answer
799 views

Is there any way to completely change salesforce live agent button to my own design?

So I would like to change the live agent button, not just font, color, but also to put my change button look completely: upload my own image and so on? What I found: https://developer.salesforce.com/...
Erlandas's user avatar
0 votes
0 answers
1k views

'Disconnected from Omni-Channel. Log in again to receive work' happening to one user only

I recently implemented Embedded web chat on our website. We have three Chat license users who were able to use Omni Channel successfully for the last week. Starting on Sunday, one user is receiving ...
Greg L.'s user avatar
0 votes
1 answer
279 views

Add Zendesk chat to Salesforce Community

Is it possible to add an external chat system to a Salesforce community? We have a Zendesk chat system that we use on our website, and I've been asked if it's possible to add that chat system into our ...
Sarah's user avatar
  • 11
1 vote
1 answer
2k views

What does the "Chat User" checkbox on the User object do?

It's a simple question which I couldn't find an answer to: What does the "Chat User" checkbox on the User object do?. What I found: User Object Reference. There is a field - ...
Eduard's user avatar
  • 5,149
0 votes
1 answer
2k views

User cannot see "Available" as an option in Salesforce chat omni channel

when a user logs into salesforce chat and trying to make him available for live chat, "Available" is not an option for them. They have all the required access like they are service cloud ...
Rupa's user avatar
  • 15
0 votes
1 answer
575 views

Salesforce Chat Availablity API not working

I am new to Salesforce chat API. I had a requirement to check the chat button availability status. upon research I found below API: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest....
Aman Malik's user avatar
1 vote
0 answers
138 views

Salesforce Chatbot - Uncaught Error: getSessionData requires two non-null arguments

While integrating Chatbot to mobile application, getting below error [chromium] [INFO:CONSOLE(2)] "Uncaught Error: getSessionData requires two non-null arguments (domain, keys).", source: ...
R15's user avatar
  • 61
0 votes
1 answer
1k views

Customers are unable to attach/upload a File after a Live Agent has Initiated a File Transfer During a Chat Session

we are running into an issue with our customers unable to attach files after a file transfer has been initiated by Live Agent. The request has been passed to customer but when the customer uploads the ...
Muskaan Kashyap's user avatar
3 votes
1 answer
3k views

Einstein Bot to Auto End Session if Idle

I'm currently using Einstein Bots to make the user interact with the bot through Slack. Is there a way to make an Einstein Bot automatically end the chat session if customer is idle, or end the ...
Arief Gunawan Tjiptorahardja's user avatar
0 votes
0 answers
77 views

Does Chat REST API have any methods controlling where new chats open?

My agents have come to me and asked if it is possible to control the placement of newly opened chats in Live Agent. The way it's set up now is that when an available agent accepts a new chat - the ...
akarnid's user avatar
  • 1,842
1 vote
1 answer
379 views

Chat (bot) invitation button

I'm having a hard time trying to setup a proper chat invitation button in order to replace the original 'Chat with an expert' text with a single image I have already loaded as a static resource within ...
Bernardo Lira's user avatar
3 votes
1 answer
211 views

SF Chat Android SDK v4.2.2 (latest) still contains legacy support libraries

The latest available version of the SF Chat Android SDK (com.salesforce.service:chat-ui:4.2.2) has not been migrated to AndroidX yet (after 3 years). It still depends on: com.android.support:...
David Miguel's user avatar
1 vote
2 answers
418 views

SF Chat Android SDK v4.2.1 (latest) not compatible with Android 12

Steps: Setup an Android project with targetSdkVersion: 31 Include v4.2.1 of SF Chat Android SDK (latest available) implementation "com.salesforce.service:chat-ui::4.2.1" Run the app and ...
David Miguel's user avatar
1 vote
1 answer
752 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 ...
Mostafa Emara's user avatar