Questions tagged [liveagent]

Live Agent is a native Salesforce tool that provides the ability to interactively communicate with your web site users. Live Agent lets your support agents help customers through chat. Once you have an active deployment of live agent, you will be able to chat with you site visitors in live time. The information collected during the chat can then be saved into your Salesforce instance and reported on.

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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
49 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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18 views

Unable to fill Date/Time field via Live Agent REST API

I have implemented an application that connects to SF Live Agent via it's REST API (https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/) In order to initialize a ...
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20 views

LiveAgent Chat + Lightning Out throws “$Lightning.use() already invoked with application”

When attempting to embed LiveAgent Chat on a public facing page that also contains a lightning out packaged aura/LWC, lightning.out.js throws $Lightning.use() already invoked with application: c:...
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20 views

VF Page unable to show Custom Setting Value when accessed from Live Chat

I have fetched certain data from Custom settings and used them in a VF Page.When the vf page is previewed it shows the values in the picklist of vf but when the vf is opened from Live Chat.It shows ...
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19 views

Salesforce Liveagent retrieve and display chat history on chat window

I've implemented a custom chat window using visualforce due to requirements not available out of the box, it works quite well but the next challenge is to display the chat history when the customer ...
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41 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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18 views

How to disable “text-transform: capitalization” for embedded service chat button label on community?

Does anybody know how to disable "text-transform: capitalization" for embedded service chat button label on community?
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16 views

Mobile Live Chat Agent update prechat fields doesn't work

I couldn't update a value for the new custom prechat fields. I am using Mobile chat-ui SDK to send a a new custom fields in Contact Entity. This custom field shows in CLT dashboard but didn't get the ...
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15 views

Set up Live Agent on hybrid (Angular/Ionic) app

I've been reading about implementing Live Agent into Angular/Ionic app and the documentation only provides information for iOS and Android native apps. I also tried standard method we already ...
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16 views

LiveAgent availability check by live_agent_rest_estimated_wait_time Details are below

I need small support on this I currently have Omni Channel implementation. I have developed custom UI for Pre Chat and its working but proceeding further I need two things How can I extract field ...
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12 views

How to send a message in Embedded Chat via api

With Salesforce Console Integration Toolkit, I can call the classic api to send a message from customer to agent: sforce.console.chat.sendMessage(chatKey:String, message:String, callback:Function) ...
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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 ...
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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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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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48 views

Einstein Bot not able to transfer chat to No Agent flow

As per the new release of Salesforce Winter ’20 for einstein bot in the service cloud Reference: link We have the new feature enabled which is based on the agent's availability i.e. when the user ...
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1answer
31 views

Agent Chat : Chat pop-up window if user is idle for xx seconds on the page

In the agent chat(live chat) in salesforce can we show the notification popup when the user is ideal for xx seconds on the community page. Like salesforce live chat window popup show on the login page
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35 views

Snap-ins to create Person Account instead of contact

I want to use snap-ins but as a chat service. But instead of creating a contact, I want to create and find a Person Account based on the PersonEmail field. Is this something possible? I have tried ...
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2answers
69 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
54 views

Is there any way to get the number of pending chat request on omni channel?

I have a requirement to get the number of pending chat request in the omni channel. I have set the presence configuration capacity to 5 so that an agent can have only 5 chat requests. if a case is ...
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1answer
40 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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50 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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85 views

Pre-Chat Form Fields to Automatically Populate in Embedded Service Deployment

Ive created an Embedded Service Deployment to add the Live Chat to my pages. I am able to add the chat to the page. I am trying to prepopulate some of the fields, so that when I embed it into a ...
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19 views

Automatically show Post chat feedback form after the chat ends

I want to display Feedback form automatically in the live chat window, once the User ends the chat. Currently, users need to click on the Feedback button to give feedback. Current: First Screen: ...
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14 views

Android - Live Chat - Lamda Class Error

When there is an agent available in the live chat, the code throws the Class Not Found Error Anyone know why it cant find the class? source of code: https://github.com/forcedotcom/ServiceSDK-Android ...
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169 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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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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1answer
167 views

Live Agent: Users current location (URL)

Is it possible to get the users current location (URL) they have started the chat from. To see where the user currently is. I am unable to find an example of this. We make use of Embedded Service ...
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9 views

Livechat - Can't startChat after closing the chat window

I've been working the implementing liveagent on my company's app and everything seems to be okay, I've got the button appearing and connecting to the chat successfully. However I noticed a problem, ...
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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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20 views

ChasitorNotTyping & ChasitorTyping LiveAgent API are working?

We are trying to encapsulate the LiveAgent API using an API proxy, most of the methods are working perfectly but for some of them I am not sure if I am doing something wrong or really the method is ...
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35 views

Live Chat API: Any guarantee of initial /Messages entry?

When long-polling the Live Chat API /Messages endpoint, the docs indicate that all messages sent between agent/chat visitor are returned in order, from a list of possible Message types. After looking ...
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70 views

How to navigate from a custom pre chat component to “start chat” in live agent

I have created a custom lightning component. This component has two more child components which render as per the user selection. One of my child components is for lead, which inserts lead records. ...
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7 views

How to avoid login restrictions from chatter( live agent)?

I'm working on live agent. I Have created a console app and added chatter. If my agent is online, client will see an online image and by clicking on it, client will be redirected to the PreChat form. ...
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2answers
452 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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15 views

Ingest live agent and email interactions from Salesforce into external System

We are checking feasibility around following use cases , Ingest live agent and email interactions from Salesforce into external system through webhooks. Reply to these live agents and email ...
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56 views

Translate Customer TimeOut Warning Message for LiveAgent

For the Live Agent if the Customer is idle for XX seconds it displays the warning message as "Chat session ended because the visitor timed out." But i want to translate this warning message in ...
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74 views

Getting Internal server issue in Console when performing search based on mail ID - Live agent

Under Live agent, getting Internal server issue when performing a search for Contact record based on mail ID field value from Pre-chat form. Below is the error: An internal server error has ...
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26 views

How can dynamically select the chat button and check agent's offline/online status in lightning component can any body suggest please

How can dynamically select the chat button and check agent's offline/online status in lightning component can any body suggest please
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1answer
157 views

Embedded Service Chat Standard Lightning Component popup

I've seen in the documentation that you can get pretty custom in creating your own chat lightning component. But this seems a bit excessive. There is standard component called Embedded Service Chat ...
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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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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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24 views

How to get rid of “Ghost” live chat transcript record

We are encountering a tricky situation in our Live Chat implementation. Right now our website is using liveagent.startChat to create a live chat session in a new window, which is built with VFP. ...
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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
34 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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1answer
150 views

live agent Snapchat Post chat VF page refused to connect from website

Iam getting error from website where we are implementing salesforce Chat (snap in chat). In this we are trying to give post chat survey to the customer and we have built a VF page for this. When we ...
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1answer
81 views

How can I use OAUTH on Salesforce Live Agent REST API

We want to use OAUTH - userid/password flow to access salesforce live agent rest API. We have implemented this for other rest api provided by salesforce. However the live agent rest api are wide open ...
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29 views

Multiple Embedded Service Deployments on 1 page

I have a client who would like to deploy 2 seperate snap-ins on the same page. I pulled the embedded service code snippet down and put them both in 1 page, removing the duplicate esw.min.js line, but ...