Questions tagged [chat]

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20 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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15 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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12 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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13 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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27 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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4 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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22 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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48 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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20 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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18 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
17 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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9 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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25 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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24 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
18 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
16 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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12 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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59 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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14 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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24 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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29 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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36 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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48 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
264 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 ...
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40 views

Determine if embedded service chat invitation is displayed to the user

We are looking to implement Embedded Service Chat on our site. One of the business requirement for chat invitation is that it should only be shown twice in a session and not more than that. Since the ...
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36 views

Case Id in lightningsnapin/baseChatMessage

I'm looking into whether it's possible to access the case and/or transcript Id from the customer side of the chat. I've experimented with lightningsnapin/baseChatMessage, but I can't find a way of ...
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61 views

Salesforce Chat - Difference Between embedded_svc parameters & Global Actions Predefined Values

I'm trying to implement Chat functionality in our org. The requirement is that Case and Contact will be created for every Chat Transcript. So I've set this settings in Embedded Service Deployment ...
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19 views

How to modify chat messages sent by agent

I'm trying to modify the agent's chat message (for real-time translation), but I'm having trouble updating the content. I'm following https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/...
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85 views

How to use Hyperlink in Einstein ChatBot

Need to show Hyperlink in Einstein ChatBot. For example - Link - www.google.com rather than giving the full URL, I will show "Click Here" from the chatbot and once a customer clicks on the ...
2
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1answer
66 views

can I underline bold or change the color of HTTPS links in chat bot dialogue

My team is looking to begin utilizing chat bots to serve up knowledge articles to visitors of our webpage and we have noticed that any links that we set up with merge tags do not explicitly show that ...
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1answer
88 views

Update the Chat Visitor record with predefined values in prechat for salesforce bots

Biggest thing first I am not much of a developer but more an admin, my team is working on passing through a specific visitors UUID from our webpage into salesforce. We are looking to have this UUID ...
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41 views

Can you set embedded services chat to automatically open the pre-chat form if agents are available?

Basically the title. I've got my chat configuration all set up how the stakeholders want it, but they're asking if there's a way that the Pre-Chat form can automatically open in the page that we have ...
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33 views

How to update LiveAgent Response When No Agents Are Available?

When No Agents Are Available, is there a way to configure the message that is sent to the users?
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29 views

Get realtime Omni-Chat conversations from API

Hi stackexchange community. My intention is to obtain real-time conversation data from ongoing Omni-Chat conversations. I have found the LiveChatTranscript Object which according to documentation ...
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1answer
196 views

Chat (LiveAgent) Customize Response When No Agents Are Available

I am looking to update the message that is delivered to users when no agents are available to chat. I am stumped where the messages are being set. I have checked: quick message $Label.site custom ...
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1answer
19 views

routing omnichannel message to our own custom-made chat plugin

I have integrated the web bot on a community page in Salesforce and configured the appropriate Einstein Bot using Dialog and Intent successfully. Now, in order to receive the message from a customer ...
2
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1answer
66 views

Any reCAPTCHA equivalent security for Chat?

We need to secure web-chat against bot attacks on our website. Although reCAPTCHA sounds the right solution for this, Salesforce does not have this feature for Chat. Is there any other similar ...
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52 views

Prepopulating the prechat fields in chat window for loggedin user in salesforce

How can we prepopulate the fields for the prechat fields in the chat window for embedded sevice deployments to pass the values to live agent for the logged in user.
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97 views

How to Report on Direct Messages in a Community

We are doing some proof-of-concept work to leverage the Direct Messaging feature in Salesforce Communities. We need to be able to run reports on the number of messages sent by Users, including details ...
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86 views

Custom pre-chat before Live Chat

I have a tricky question to ask. I have to transfer the chat from the Einstein Bot to the Live Chat. I'm aware of the Pre-Chat settings where we can insert custom code (lwc, aura) on the E.Bot. My ...
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204 views

Use advanced skill-based routing for chat

I am using chat with OmniChannel I have routing requirements that are much more than the queue-based routing So I am trying to implement skill-based routing On the basic skill-based routing if a ...
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41 views

Live Agent - Pre-Chat - Preselect Contact or Show Search Results

When the user enters their information into the pre-chat form and clicks the Start Chat button, I want to: Look them up in Contacts and return the most specific matches I can find based on Email, ...
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1answer
80 views

Bot - Why I can't enable logging conversations?

In Enable Einstein Bots docs there's a step-by-step guide of how to store the conversation data. Screenshots suggest that there should be a setting to enable this in Enstein Bots Setup: However in my ...
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1answer
83 views

Not all prechat form details are being propagated to the LiveChatTranscript objects

I've followed an SF example on getting prefilled chat details available in the dialogue itself. The main goal is to avoid asking customers questions that we should already know answers to (e.g. What's ...
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1answer
305 views

Custom OmniChannel Routing using Apex

I have a requirement where we want to route customers by prioritising the owner or Sales Team of a matched contact/lead for Chat. As far as I can tell, I can't achieve this using standard Queue-based ...
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254 views

chat embedded_svc.settings.fallbackRouting not working

I am trying to implement a fallback routing mechanism for my chat implementation with skills routing. I am putting my chat snippet in a VisualForce page: <apex:page showheader="false" ...
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1answer
255 views

How to add a chatbot avatar for the chatbot in salesforce ? Apart from creating a VF page?

I want to have a chatbot avatar for my chatbot in salesforce community Is there any possibity to add that in configuration settings. I have done it using by creating a new VF page. But the VF page ...
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81 views

Can I move the “Save Transcript” and “End Chat” in the hamburger menu to the chat headers?

I am trying to move the "Save Transcript" and "End Chat" in the hamburger menu to the chat headers. I was able to create a chat header Lightning Web Component. In the chat header, ...
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24 views

Embedded service validation

I found that we can use the embedded_svc.settings.extraPrechatInfo to find a Contact but if its not found a Contact will be created. The requirement I have is that if the email provided on chat does ...