Questions tagged [chat]
The chat tag has no usage guidance.
184
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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 ...
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32
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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 ...
- 16k
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38
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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 ...
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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 ...
- 31
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23
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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 ...
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148
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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 ...
- 13
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48
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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 ...
- 342
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29
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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?
...
- 11
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82
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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 ...
- 23
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77
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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 ...
- 1
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26
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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 ...
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44
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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 ...
- 101
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35
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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 ...
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106
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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 ...
- 23
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53
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Use picture as button in einstein bots
I want to setup a question at the end of a chat to get user feedback. I would like to have three buttons that are a picture. Smile, neutral, and disapointed faces. Is there a way to add choices to a ...
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329
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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 ...
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33
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Live Agent: Custom Chat Page not Working
I have a pre chat page that is working fine, but when I assign the custom chat page (got the code sample from Salesforce) to the button, it stops working. The pre chat form page gets reloaded and I ...
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74
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LiveAgent: liveagent.prechat.findorcreate.map.doCreate Condition
I have this code where I search if a contact or person account is found in the salesforce database based on the email that the customer input in the form. The issue is that even when I find the ...
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136
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salesforce einstein CHATBOT and custom notification
Messaging.CustomNotification notification = new Messaging.CustomNotification();
notification.setTitle('A CASE HAS BEEN ESCALATED!');
notification.setBody('Case # : ' +caseNumber+ ' subject : ' + ...
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318
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Einstein Bot - is it possible to change the message from “Bot is responding” to “Different text”?
My requirement is to make updates to a message during the time when the bot is typing.
FYI - I am using Einstein Enhanced Bot.
If I uncheck the Typing Indicator checkbox, it only eliminates the ...
- 1,580
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118
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Trigger Notification to Public Group when Agent Raises a flag to notify their supervisor
In Salesforce chat we can Raise a flag to notify your supervisor you need help. When an agent raises the flag, the supervisor will be updated in the omni supervisor agent summary view.
We want to send ...
- 1,256
2
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416
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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 ...
- 1,256
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41
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How to get AgentId requested from ChasitorInit API in Apex?
I am trying to get agentId which is a property of ChasitorInit it was initiated from LiveAgent session. I have to use Omnichannel flow and apex for other custom route logic. So I have to get agentId ...
- 49
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712
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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 ...
- 742
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58
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How to add embedded chat button on all the community pages one at a time
I have 150+ community pages on all the community page i want to add embedded chat button. Right now i have to go to every page and drag the embedded chat into it which is very much time consuming ...
- 19
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14
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Can I send an initial chat message when liveagent starts chat?
My users are entering an initial description before starting chat. Is there a way I can pass that description after calling liveagent.startChat() so it shows up as the first message from the user?
...
- 101
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42
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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/...
- 49
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144
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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 ...
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90
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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 ...
- 257
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70
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What does it mean when the Chat Transcript field of Browser has a value of "Unknown null"?
We use Embedded Service Chat on a Digital Experience/Community. Ever since the most recent release, I've noticed that a small subset of my Chat Transcripts records are having a little trouble. One ...
- 405
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281
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SecondaryRoutingPriority On PendingServiceRouting Inconsistently Populated
Issue Summary
The SecondaryRoutingPriority is not populated on the most recent PendingServiceRouting (PSR) record when the value is set through an apex action called from an omni-channel flow. Queue-...
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360
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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 ...
- 36
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447
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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 ...
- 1,279
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354
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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 ...
- 61
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353
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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 ...
- 1
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261
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Trouble accessing related records to Chat Transcript in Omni Flow
I am unable to access the related records of a Chat Transcript within my Omni Flow. My Flow successfully routes cases with Skills defined by Pre-Chat Form data. The problem I'm having is that I'm ...
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426
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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 ...
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131
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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 ...
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141
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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 ...
- 395
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2
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684
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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 ...
- 395
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613
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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/...
- 13
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866
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'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 ...
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212
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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 ...
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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 - ...
- 5,077
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1k
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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 ...
- 15
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489
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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....
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131
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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: ...
- 61
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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 ...
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2k
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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 ...
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68
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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 ...
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