Questions tagged [chat]

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How to Configure a Service Agent to Work on both Chat and Cases in OMNI Channel

I was wondering how one can configure Salesforce to allow a Service Agent to work on both Cases and Chats via omni channel. Also, cases are currently routed through skills, whereas chats are routed ...
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23 views

Hide button on live agent chat window open

we are using the live agent Chat on our website but we are having trouble customizing it the way we want. When the user clicks on the chat button, we have a loader inside the button until the chat ...
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  • 281
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Chat Transcript tab that opens as a subtab under Account does not display notification updates

Some time ago we changed the setup for our custom Service app. Before the change, new chats that were received did light up to indicate that a new chat message was available from the customer. We ...
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  • 1,969
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Use SwitchServer for dynamic url changes for Chat rest API call

I am using SwitchServer to get the newURL for Chat API endpoint. But the response newUrl is returned for requests to Visitor resources if the Live Agent instance URL is not correct for the ...
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1 answer
43 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 ...
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Pass extraPrechatFormDetails from an android app to Salesforce

On Web we are passing data from the browser to Salesforce without creating any prechat using this Now we would like to achieve the same behavior on Mobile android and we tried using this doc https://...
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  • 281
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1 answer
56 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....
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65 views

Show embedded service in LWC with dynamic language

I have one VF page which has a Visualforce Component for embedded service. It is highly customized with dynamic embedded_svc.settings.language, embedded_svc.settings.extraPrechatFormDetails and other ...
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27 views

Custom Logic in PreChat API findOrCreate.map.doFind - Embedded Web Chat

We are building a web chat with a custom prechat form where we are taking input of First Name, Last Name, Phone and Email. We used prechat API to find an existing account with the provided details ...
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36 views

Customize the Chat waiting windows

I have looked everywhere but without success regarding how can I customize the Chat windows when it is in the waiting mode, I would like to achieve something like that But I do not find: How can I ...
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  • 281
1 vote
0 answers
71 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: ...
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iOS Chat Notifications when app is backgrounded

Our team is building an iOS app that includes chat functionality. We're using the Salesforce iOS SDK to chat with Salesforce Agents. We would like to support an iOS notification for the user: when a ...
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  • 101
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1 answer
182 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 ...
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3 votes
1 answer
366 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 ...
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38 views

Pass login data to Salesforce live agent Chatbot

We have a website and a mobile application where we plan to use on the the Salesforce live agent available with Digital engagement My question is how could we pass data from our Website or mobile to ...
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  • 281
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Can you connect two SF orgs to one Android mobile app using SDK?

We integrated a SF org to our Android mobile app using Embedded Service SDK for Live Agent Chat but we are now consilidating app users to one app, therefore need to connect some of the mobile app ...
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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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  • 1,969
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1 answer
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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 ...
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28 views

Update LiveAgent_VisitorName variable before transfering to an agent

We have a chatbot that doesn't require any user information at the beginning. Once it gets confused enough with off-script answers, it asks for first name, last name and email address and then ...
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How to access a case record field in Android Service SDK

Before I launch the Salesforce chat using the embedded service SDK, I create a ChatEntity object and link to a field name called “CaseId” val caseEntityBuilder: ChatEntity.Builder = ChatEntity.Builder(...
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63 views

Updating LiveChatTranscript custom field, with User.id of Customer

I need to get the User.Id of the customer requesting a chat session, so i can fill LiveChatTranscript.ContactId with User.ContactId. And we can't use pre-chat. The case is already being created in a ...
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27 views

custom button to start chat in communy

Is there a way to controll with Apex the Embeded Service chat button (the on tat launched the prechat), in the community page? I need to exclude some specific users of using the chat. Can't use ...
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0 answers
24 views

Struggling with configuring Live Chat to be used in our mobile app

Can anyone tell me what the return URL in the developer's panel is for? From what I read, it is necessary to get a token. Thats fine, but there is no URL we want to send users to because it's a mobile ...
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64 views

Does Embedded Service directToButtonRouting still rely on the Chat Button in embedded_svc.init's buttonId to have available agents?

I have a page with direct-to-button-routing similar to this example embedded_svc.settings.directToButtonRouting = function(prechatFormData) { if (criteria1) { return chatButtonId1; } ...
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3 votes
1 answer
87 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:...
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50 views

Issue when multiple Einstein Chat bots are opened in same browser

I am working on multiple Einstein bots implementation. One weird thing that i observed and this is an intermittent issue, is that if two bots (entirely separate bots but hosted in same Salesforce org) ...
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11 views

Show knowledge base articles or information window when chat is offline

How can we show knowledge base articles when there are no agents available to chat or at least an information window that links to the FAQ? Instead of an offline form which is what's currently ...
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0 answers
192 views

How do I properly Bootstrap Embedded Chat within a new tab?

I am trying to implement Salesforce Embedded Chat and seem to be running into an asynchronous loading issue. Use case: User presses a custom button which opens a new tab. The tab displays the ...
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56 views

Why does my channel menu/embedded service deployment have two buttons

I am trying to brand a channel menu and embedded service deployment within a Salesforce Experience Site. I have loaded a custom logo and branded the service deployment and before initiating a chat, ...
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1 vote
2 answers
78 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 ...
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0 votes
0 answers
163 views

Is it possible to get Salesforce Chat (Live Agent) QueuePosition into a ChatBot (or through Apex)?

I've been asked to see if Queue Position is attainable to be stated in a ChatBot. Since we can invoke Apex, the question kind of boils down to, "Can I get QueuePosition through Apex?" ...
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  • 147
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0 answers
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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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0 votes
0 answers
277 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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1 vote
1 answer
164 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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2 votes
1 answer
178 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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2 votes
0 answers
70 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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  • 41
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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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0 votes
0 answers
54 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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0 votes
1 answer
508 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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0 votes
0 answers
18 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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0 answers
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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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  • 31
0 votes
1 answer
158 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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0 votes
0 answers
38 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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0 votes
1 answer
359 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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29 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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  • 305
0 votes
0 answers
107 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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0 votes
0 answers
144 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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0 votes
0 answers
24 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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1 vote
0 answers
136 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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0 votes
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285 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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