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Questions tagged [embedded-services]

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Invoke channel menu from lightning web components

I've 3 different embedded service deployments / channel menu's that are being used for different page variations depending on the type of logged in user on experience cloud. However, as we cannot use ...
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For an Embedded Service Deployments deployed to a Digital Experience, is there a way to programatically change the Record Type of the Case?

The Base Pre Chat Component lets you manipulate a Pre Chat form, but it's limited to the fields you specify in the Embedded Service Deployment via Setup. Sadly that interface doesn't let you specify ...
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dynamic widgetHeight for liveagent chat embedded services

I'm trying to set the height for chat widget dynamically based on a value selected in the chat form. I'm dispatching an event and then handling it inside the static resource file and setting the ...
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Embedded services SDK case list - My cases list returning empty value

I'm looking for an advice on Embedded service SDK. I have tried to implement simple defo from Salesforce documentation with case creation as an authenticated user. When we try to create case from ...
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45 views

Error when displaying the preChat window: "The token provided ('slds-form-element__label slds-no-flex') contains HTML space char" in lightning-input

I'm building a custom preChat using LWC. Strictly speaking, this is base preChat (taken from here : https://developer.salesforce.com/docs/component-library/bundle/lightningsnapin-base-prechat/...
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38 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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34 views

Formula (text) field on prechat form for live Agent

I am setting up prechat form on salesforce live agent and couldn't find any date fields. I have created a text formula field and it is not on available list of fields while configuring prechat form. ...
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1 answer
131 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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108 views

How to change color in the header of the Einstein Bot

As much as I put the header as blue When the web page load, the header show black, why? in this documentation https://help.salesforce.com/s/articleView?id=sf.snapins_chat_branding.htm&type=5 don'...
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49 views

Embedded screen flow 'Start Setup Flow' Button Override

My embedded Screenflow always pops up with a 'Start Setup Flow' button. After I click the button, the Flow shows up and works fine. I would like to skip this step though, and have the Flow show up ...
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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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Need help. Calls to reorder embedded service channel menu not having an effect

I have a test implementation I'm working on for dynamic menu reordering for our channel menu based on user location. However, each time I call the embedded_svc.menu.reorder function, the number/order ...
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38 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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1 answer
207 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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166 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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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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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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46 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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40 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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19 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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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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-1 votes
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116 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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1 answer
437 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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17 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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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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1 vote
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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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316 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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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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16 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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261 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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1 vote
1 answer
82 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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1 vote
2 answers
977 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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1 vote
0 answers
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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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1 answer
502 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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1 answer
418 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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1 vote
1 answer
705 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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1 answer
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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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1 answer
526 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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1 answer
173 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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0 votes
1 answer
444 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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1 vote
1 answer
565 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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1 answer
374 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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2 answers
1k 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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1 answer
312 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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0 votes
1 answer
944 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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3 votes
1 answer
361 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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1 vote
0 answers
544 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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2 votes
0 answers
612 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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2 votes
1 answer
142 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 ...
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