Questions tagged [chat]
The chat tag has no usage guidance.
172
questions
0
votes
0answers
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 ...
0
votes
0answers
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 &...
1
vote
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 ...
0
votes
1answer
28 views
DML operation Update not allowed on PresenceUserConfig
public static void changeChatCapacity() {
PresenceUserConfig maxCapacity = [
SELECT Id, Capacity, OptionsIsDeclineEnabled
FROM PresenceUserConfig
WHERE ...
2
votes
0answers
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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0answers
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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0answers
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 ...
0
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0answers
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 ...
0
votes
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 ...
0
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0answers
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 ...
0
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0answers
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 ...
0
votes
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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0answers
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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0answers
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 ...
0
votes
0answers
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?
0
votes
0answers
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/...
0
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0answers
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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votes
0answers
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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0answers
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 ...
0
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0answers
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
0
votes
0answers
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 ...
0
votes
0answers
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 ...
0
votes
0answers
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 ...
0
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0answers
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 ...
0
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0answers
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 ...
0
votes
0answers
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 ...
0
votes
0answers
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 ...
1
vote
0answers
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 ...
0
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0answers
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 ...
0
votes
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
0
votes
0answers
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?
0
votes
0answers
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 ...
0
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0answers
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 ...
0
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0answers
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,...
0
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0answers
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 ...
0
votes
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 ...
0
votes
0answers
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'...
0
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0answers
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 ...
1
vote
0answers
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 ...
0
votes
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 ...
0
votes
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 ...
0
votes
0answers
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 ...
0
votes
0answers
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 ...
0
votes
0answers
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 ...
0
votes
0answers
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 ...
0
votes
0answers
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 ...
0
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0answers
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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0answers
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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0answers
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 ...
0
votes
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 ...
