Questions tagged [embedded-services]

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25 views

Live Chat Trasnscript Record shows staus as 'Blocked' in salesforce. How it is coming as Blocked

When i request chat, the live chat transcript shows status as 'Blocked'. What will be the solution for this?
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2answers
46 views

Channel Menu Settings File Not Working

I am trying to set up a channel menu to group our communication channels together for customers. However, our embedded service chat has quite a few customizations I need to carry over, and I am ...
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20 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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19 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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13 views

How do use two different einstein bots on an experience site? The differentiation should be done based on two different tabs selected

In the community I have two tabs, in the first tab, I need to show one bot and in the other tab it should be showing a second bot. Right now, When I set the deployment settings for one the second also ...
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15 views

Salesforce embedded login form - custom login logic

We are planning on implementing the Salesforce embedded login functionality on an external site so users can authenticate into our Experience site. Our experience site currently is a heavily ...
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18 views

Trigger Button action on site based on Einstein Bot Menu selection

I currently have a Digital Experiences site on which there is a Chat Embedded Service. Under same there is an Einstein BOT configured. Would it be possible to trigger a button action on the site when ...
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0answers
9 views

Can I redirect Salesforce Embedded chat visitor to a website if chat is not answered within 2 minutes?

I have recently been working on embedded chat in Salesforce. One of the use case I am trying to implement is if a customer/visitor waits for 2 mins, I want to redirect to a website page. Is this ...
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1answer
12 views

Unable to delete Snapin - referenced by Pre-chat Form Quick Action that when clicked is URL not found

My org has two snapins: Snapins_Case_PrechatQuickAction_08hxxx Snapins_Contact_PrechatQuickAction_08hxxx When I try and delete these, I get an error saying they are used elsewhere in a Pre-chat Form ...
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1answer
57 views

Using Salesforce as IDP for community plus users on an external company site?

I got tasked with these requirements I am kind of lost on. Was wondering if anyone here has had a similar ask or can provide suggestions for how to go about this? We have an external company website ...
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1answer
114 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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16 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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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 ...
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0answers
28 views

How to stop contact & case creation in chat using ExtraPrechatDetails & ExtraPrechatInfo?

I am not using a Prechat form would that automatically avoid case/contact creation while chat If not then what to do to avoid it using ExtraPreChatInfo & ExtraPreChatDetails.What is the meaning of ...
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84 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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30 views

Using Lightning Container within LWC/Embedded Service?

I've been experimenting with the use of Lightning Containers within the embedded service. The necessary HTML is hosted as a SF static resource. However, when I point to it with the lightning container,...
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12 views

Chat Agent Status Prior to Chat Bot Questions

I have a chat bot with a couple different channels (each with its own queue of agents). I was trying to figure out if there is a way to check the appropriate queue and see if any of the agents in the ...
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78 views

Live agent button - Can we change the default label 'Chat with and expert' from salesforce Setup?

We can change the label of the live agent by using the following code: embedded_svc.settings.defaultMinimizedText = "Let's talk"; We want to know if it's possible to change this text on ...
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138 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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57 views

Additional branding - Salesforce live chat when using app SDK (customising labels)

Within an embedded service deployment, it's possible to change certain text that appears in the live chat front-end button widget within the Salesforce UI as follows: These elements appear to update ...
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136 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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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,...
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37 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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27 views

Live Chat: pass value to onInit function from web page

We are implementing Live Chat in a web page using an Aura Component to handle the Pre Chat Form and we need to get the country before showing the form. In a previous implementation we were getting the ...
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23 views

How to query queues with an online or available agent?

I'm planning to route customers dynamically based on what they choose in the pre-chat form. the picklist values presented to the customers should depend on which queues are online or have at least one ...
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2answers
465 views

Can any LWC be hosted in any external website without a user logging in?

I see a lot online about Lightning Out, Embedded Service, and other things, but can't get a clear answer on this and I'm not a web developer so a lot of it is opaque. Can any LWC be hosted on any ...
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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'...
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78 views

Huge number of missed chats

My org runs an embedded service deployment for live chat. We're seeing enormous numbers of missed chats (thousands per month) and we're struggling to understand why. Missed chats are also being ...
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16 views

How to report how many times chat switched into offline support mode

For staffing purposes, we need to know how many times a day our embedded service deployment for chat switches to offline mode. Currently, to be able to chat with an agent, there must be at least one ...
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24 views

Lookup of existing records fails when using a language other than english in embedded service settings snippet

I'm running into an issue with the use of the embedded service settings snippet. It works fine when I do the following with the embedded_svc.settings.language = 'en' embedded_svc.settings....
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51 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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128 views

How to customize embedded_svc.settings.defaultMinimizedText = 'CHC Bot'; //(Defaults to Chat with an Expert) based on the window.location.href

i want to make a customization to my einstein bot while it's in its waiting state. In other words, I want to be able to customize what it shows for the defaultMinimizedText: (embedded_svc.settings....
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1answer
234 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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1answer
223 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
494 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
35 views

iOS - Embedded Service SDK - Authorization

I'm trying to implement Case Management as an Authenticated User, I've been following the iOS documentation around this, but I'm a bit confused in some topics, I have some questions which I would ...
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1answer
432 views

How do I add a terms and conditions checkbox to the pre-chat form for Salesforce Live Chat?

We have used the embed code from the embedded service deployment to successfully run Live Chat on our website. We also have been able to pre-populate the pre-chat form fields. However, we'd like to ...
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1answer
133 views

Getting error in implementing the embedded login on the Heroku app

I have created this Heroku app - https://embedded-login-rahul.herokuapp.com/ following this document- https://github.com/salesforceidentity/embedded-login-example for implementing the embedded login. ...
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1answer
321 views

on live agent pre Chat window why can't I add Description from the Case

On Live Agent Pre-Chat in Chat Setting page I am not able to add Description from the Case. I can add other field from the Case why isn't in the selection?
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1answer
480 views

Embedded Service Chat and SameSite Cookies

We have embedded service chat and with the update to Chrome 84, some cookies are being blocked. I'm not sure if this has an impact on the actual chat, but it worries me. I see the following error in ...
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1answer
291 views

Embedded Service API scripting help for Salesforce Chat

I have setup Embedded Chats for Sales flow So new chats will be linked to Leads I am using Embedded Service API for overriding this behavior to implement my usecase My use case - When a new request ...
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2answers
726 views

Embedded Service: Problem with Multiple Components on a Web Page with Lightning Out

We are using a lightning app with embedded service. we used the instructions given here. The chat button appears on the page but we keep getting this error: { component: "markup://...
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1answer
226 views

Add Images to a Live Agent that is embedded in an external Website

I am trying to add images to a live agent deployment that is embedded in an External Website. The images are stored in Static Resource and I have set the Cache-Control as Public. If I put the live ...
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1answer
690 views

Live agent (Chat) error in script on external website

Implementing live agent embedded service code snippet and when testing through google tag manager we inject the HTML portion for the embedded service snippet through the following javascript code: ...
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1answer
266 views

Embedded Service Chat Populate Supplied Name on Case

With an Embedded Chat Service, I want to populate the case's supplied name field with the name provided on the pre-chat form. Here is my extraPrechatInfo section. I can use "Last Name", but I'd like ...
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0answers
471 views

How does embedding the Lightning Scheduler in an external website behave?

When the Lightning Scheduler is embedded in an external website not built-in Salesforce Communities or Force.com sites, will a new lead be created in the system by the Guest User every time someone ...
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0answers
534 views

Not able to pass custom field value to Live Chat Transcript object usin embedded service chat extra Prechat JS

I've below code in snippet setting file of embedded service chat component. embedded_svc.snippetSettingsFile.extraPrechatFormDetails = [{ label: "RecordTypeId", value: "...
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1answer
104 views

Restrict contact creation for non-English language embedded service chat using extra JS snippet setting file

I've got a multilingual community and added standard embedded service chat component in the footer and overridden features using an external snippet setting file named Prechat JS. I've already added ...