Questions tagged [chat]

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12 views

Embedded Live-Agent Chat Settings Offline support Case field selection

I try to add new Case field by pressing plus sign. There are some set of Case fields selectable and to be used for Case form. I need Case description field and it is missing from selectable case ...
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13 views

Embedded Service SDK Android Pre-Chat form visible with only hidden fields provided

I have implemented live chat on Android using com.salesforce.service:chat-ui:4.1.0 SDK. The provided UI seems to show the Pre-Chat form, even when only providing hidden ChatUserData to the ...
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11 views

Salesforce Chat - Direct-to-Agent

any one knows why when using direct-to-agent using deployment api it doesn't launched the custom chat page? it always launch the standard chat window with plain design. I'm launching it using the ...
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1answer
52 views

Masking sensitive content in a Chat Transcript

During a live Salesforce Chat session we want to allow agents to view anything that is typed by a visitor. However to remain compliant we don't want certain sensitive content to be viewable or ...
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42 views

Content Security Policy in Embedded Service's Post-chat VF page

Hi Salesforce community! I have set up an embedded service with a Post-chat page, which is overriden by a simple Visualforce page. The VF page code is very simple: <apex:page showHeader="false"&...
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1answer
28 views

Embedded-Chat is showing encoded HTML

I'm trying out an Embedded Chat ( https://help.salesforce.com/articleView?id=snapins_chat_overview.htm&type=5 ) on a custom site. If the client sends the chat-message "This is a link: www.google....
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21 views

Unable to setup Einstein Bot in my enterprise edition

I have a enterprise edition with required licences for Einstein bots but I can't see the "Einstein bots" in the setup. In the documentation, it says I need the "Service Cloud" license and the "Chat ...
6
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1answer
134 views

Lack of CaseId on LiveChatTranscript

TL;DR: For some LiveChatTranscript records, CaseId is empty although standard Salesforce functionality is used and Case is created before Chat is ended. Although this problem was already mentioned ...
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5 views

Is there a way for a third party widget to access prechatDetails (passed by live agent chasitorInit REST API) later on?

We have a widget which we'd like to embed in a visual force page as an iframe. This widget would like to make a call to Salesforce to retrieve certain preChatDetails that were passed by a separate app ...
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13 views

Passing a ContactId in a URL for consumption by Salesforce Chat in Pre-Chat API

We want to pass the ContactID directly in PreChat after requesting a chat on the landing page. The use case here is an email with a link where they hit our landing page, then click ‘Chat with Us’, ...
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1answer
47 views

Create person account in pre-chat form?

I'm trying to create a person account instead of a contact in the Pre-Chat Code form. According to the documentation from Salesforce it looks like this: embedded_svc.settings.extraPrechatInfo = [{...
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10 views

How to Track Button id In case of FallBack Routing

We have an existing implementation where we are identifying the page name from where the chat is getting initiated and depending on the page name we are redirecting the chat to expert agents and doing ...
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1answer
24 views

Live Chat - users can't create a New case from a transcript?

Is there a way to allow users to create a New Case from a Chat Transcript? For example the layout below shows the chat in progress but the Case Details and lookup doesn't offer a user the ability to ...
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2answers
71 views

Omni channel for sales cloud

I have tried the omni channel for chatting on the service cloud. Can we use the omni channel for chatting on the Sales cloud? If yes, then how to configure it? Also, what is the cost for using the ...
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1answer
44 views

Salesforce Chat / Live Agent / Basic test isn't showing button

So I have followed the setup flow and hopefully configured the Live Agent Chat properly. I have copied the deployment code and the button code into a blank html file and loaded it into a browser. ...
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9 views

throw an custom error message from lightning chat component

I have configured Snapin chat with a lightning prechat component. Now I want to validate data which is coming from customer and show the error message to the customer if data is invalid. Using ...
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0answers
51 views

How to Transfer to a different Chat Button w/ Einstein Bots

I have a chat button on our main website. Right off the bat, the user interacts with our Einstein bot. If they want to talk w/ Support, we want to route the LiveChatTranscript record to a different ...
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0answers
172 views

I am not able to add the url of my community page to chat with customers section in service console

I am trying to implement chatbot on my community page so when i am trying to add the url into service console's chat with customer section, but it says "Origins may not contain paths or queries, since ...
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14 views

Live Chat SDK Missing Source Code

Below is the list of Android libraries we are using when we integrated with live chat. The salesforce documentation on github (https://github.com/forcedotcom/SalesforceMobileSDK-Android) does not have ...
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0answers
36 views

Error while creating new case from chat transcript detail page

We are facing error when trying to create a New case from Chat Transcript detail page even for system administrators. Error : unable to find the what you are looking for, please contact system admin....
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0answers
17 views

Copy pasting chat window url is leading to new chat requests in Live agent chat. How to prevent it?

I have implemented live agent in my org and observed that once visitors invoke a chat, they can just copy the url and paste it multiple times to invoke multiple chat requests to agents. This happens ...
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0answers
26 views

Html entities shows encoded in embedded chat

I'm using embedded chat, and when I try to add some symbols, it shows as encoded on client side, on admin side it looks same as it entered(not encoded). Is there any simple way to show this symbols ...
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1answer
65 views

Enable Einstein Bots in the Developer org

I am not getting the option to enable the Einstein bot in the developer org following the steps mentioned in the trailhead[https://trailhead.salesforce.com/en/content/learn/projects/build-an-einstein-...
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2answers
463 views

Embedded Service Chat component in community - using “Snippet Settings File” javascript to override pre-chat file is not working

I am using chat (what was called live agent) and I am using the client side inside a Salesforce community - As explained here. I am doing that with the Embedded Service Chat component in the ...
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1answer
89 views

Getting error while moving chat buttons from one sandbox to another through changed set. error : Required fields are missing: [RoutingType]

Getting error while moving chat buttons from one sandbox to another through changed set. error : Required fields are missing: [RoutingType]
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0answers
30 views

transfer to live agent from chat bot is showing me no agents are available

I've created a basic chat bot in salesforce and have a transfer to Agent option in it. Here my bot is working fine for all the conversation. but when I click on Transfer to Agent it gives me a message ...
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0answers
23 views

LiveAgent + OmniChannel Chat Abandons and Case Creation

We're seeing some strange behavior when it comes to our LiveAgent case creation while using OmniChannel, specifically when a chat abandons before being routed to an agent. It seems like Salesforce ...
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0answers
37 views

Issue with Salesforce Chats Getting Disconnected

Salesforce Chats are getting automatically disconnected from agent end and chat also gets transferred to another agent while the chat is in progress. We have recently enabled lightning for the users. ...
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0answers
50 views

Einstein Bot apex causes 'close chat' message intermittently

I wrote a simple InvocableMethod to increment the amount of times an Einstein chatbot answers a users message. This works sometimes, very inconsistently. Sometimes it fails right away when I call a ...
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0answers
27 views

Using a VisualForce page for both chat and flow

I am trying to display both chat and flow in VF page For the chat - I insert the embedded snap in and it works. For the flow - I want it to look in the lightning UI, so I am opening it from lighting:...
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1answer
35 views

My sensitive data rules are not working in snap in chat

I'm using snap in chat and we need to mask credit card numbers for agents inside salesforce. For this reason I am trying to use sensitive data rules. Can any one please tell me how to use regular ...
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0answers
64 views

Customize chat Embedded Services (Snap-ins) look and feel of the button

I am implementing chat in my org I am trying to start the chat not from the standard button: I cannot find a way to do that, I have tried to use the lightningsnapin:minimizedAPI lightning ...
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1answer
93 views

Live Agent Chat - Routing by Region

I'm trying to figure out the best solution here and haven't had much luck from what I can find online or from talking with Salesforce. We're using Live Agent embedded on our company website as our ...
2
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1answer
66 views

LiveAgent giving 503 error

Banging my head against a wall here. I have enabled LiveAgent in my service cloud app. I have added a CORS setting I have added the button to my website Button is showing 'Chat with an expert' which ...
2
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1answer
152 views

first error: FIELD_INTEGRITY_EXCEPTION, field integrity exception: []

Following insert statement on PendingServiceRouting object is failing with this error : System.DmlException: Insert failed. First exception on row 0; first error: FIELD_INTEGRITY_EXCEPTION, field ...
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0answers
64 views

Live Chat Transcript status “In Progress”

I have rundom cases with Live Chat Transcript with "In Progress" status and Request time but no Start, End Time. What can be the cause?
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0answers
27 views

How to split the data displayed in Einsten Bot from an Apex function

I have an Einsten Bot that calls an Apex method to retrieve data and display it as buttons. That part is working fine, but I need to be able to handle the data if the list of items returned is greater ...
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1answer
146 views

Embedded Chat not working in IE and Edge browser with Web components bundle.js

We use web components for header and footer in our application. When we try to integrate Sales force embedded chat, it's working fine in all browsers except IE11 and Edge. When we remove ...
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0answers
23 views

Salesforce Chat

I am trying to enable queuing for chats (embedded/snapins chat). I have setup a max queue to 4 (for testing). I don't see a way to stop accepting any new chat requests to be queued at a certain time (...
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0answers
63 views

Pre Chat Form with a Custom Chat Page

I am having an issue with my pre-chat form and my custom chat page in my live chat deployment. If I remove the pre chat page from this configuration I can go to my custom chat page but if I have both ...
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1answer
94 views

Embedded Chat encoded characters MVC Application

We are implementing the Embedded Chat with SalesForce. I believe it is the Lightning chat and it is currently in "beta" from my understanding. We have having issues with different coding characters....
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1answer
139 views

Embedded Service Live Chat : HTMLEncoded Chat Text on Client

We have implemented the Embedded Service Live Chat. into a .NET MVC application using the Snap-In javascript. When the client receives a response with various special characters (apostrophes, less ...
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0answers
77 views

snap ins - unable to customize chat snap-ins logo

I am trying to change the minimized logo (also called 'smallCompanyLogoImgURL' in the settings) Something should be very easy is giving me a lot of complications. I have tried via setup and via code ...
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0answers
31 views

Live Agent Custom Details hold the old value until the browser session timeout

I use the live agent in Lightning experience. And transfer the user input to prechat page by "liveagent.AddCustomDetail()" method. But I found that I can't modify the live agent's Custom Details ...
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1answer
172 views

Einstein bot & routing by skills

I am trying to configure the Einstein chat bot to route the customer to the right agent after choosing the department in a menu. Where do I configure this routing? Where in the bot do I say if the ...
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0answers
100 views

How to distinguish the Chat Button with Einstein bot and without bot?

I'm trying to make two picklist, using visualforce and apex controller. In the first chat buttons without Einstein bot in the second one with Einstein bot. This is an example of how it should look: ...
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0answers
17 views

Chat window urls cut off Live agent chat

I have set up omni channel and live agent and its working fine. But as you see in the attached, the urls passed from the agent is cut off. What could be wrong?
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0answers
55 views

Apple rejection based on method names

Apple has just rejected our app based on what they call "non-public API usage." In their email they identify a number of method names which they consider possible violations of their non-public API ...
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1answer
128 views

Einstein Bot after-hours support

I'm trying to get Einstein bot to display a closed message when someone asks to be transfered to a human and we're outside the hours of 9-5 and/or no agents are available. Right now, if someone asks ...
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1answer
227 views

CaseId is not associated to LiveChatTranscript record as expected

I'm using the Live Agent Deployment API to trigger the live chat flow, before initialize the chat window we also run saveToTranscript to associate a Case to LiveChatTranscript by filling the case id, ...