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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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1answer
24 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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11 views

Post Chat Form in Snap-ins

Post Chat form in Snap-ins not working, Whatever url I give in Post-Chat URL its giving me "Refused to display 'https://www.google.com' in a frame because it set 'X-Frame-Options' to 'sameorigin'." ...
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28 views

Integrate external live agent chat with Service Cloud Omni Feature

Salesforce service cloud has the Omni feature, like introduced in this video in the Salesforce youtube channel. How about if we have an existing external chat live agent, and we want to integrate it ...
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17 views

Is it possible to enable chatbot/liveagent for internal users?

I would like to enable chatbot for internal users, but i don't think there is an option out of the box that allow me to do that. How can I show the chat button in the salesforce org?
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13 views

Close Live Agent chat cases immediately

I have to close live agent chat cases immediately when Visitor or Agent ends the chat. I did workflow with object "case" and created rule criteria is - "Live Chat Transcript: Ended By equals Agent,...
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40 views

Open Snap-In chat window on click of button

I have a custom button on click of which I need to open Snap-In window in my website. But I'm not sure which function to call to open the Snap IN window. <button type="button" onclick="initESW('...
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18 views

Pre Chat form labels not visible in website

I have the Snap-in code in my website, but currently its not displaying any label in the Pre Chat form. When I use the same Snap-in code in my developer's org website I can see the prechat from label. ...
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9 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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21 views

Feedback form in post chat page live agent

I need to display a Feedback form in post chat page of live agent. I don't see post chat option default provided by saleforce like pre chat. I created one post chat vf page in my sandbox and using the ...
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1answer
17 views

Custom Live Agent Chat Window on an external website

I want to know if it's possible to customize Live Agent Chat Window using visualforce, and it's to be deployed to an external website using the deployment code snippet. At the current stage, I have ...
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10 views

How to replace the default live chat icon with the custom image in the website

I'm trying to change the default live agent icon with the custom image in my salesforce site. But its not getting updated. Here is the current Icon: I'm not able to find the correct place where I ...
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7 views

Strange behaviour, Not able to get Live Chat Transcript record in class But getting it when i run the query from Query Editor

I am getting ChatKey from snap-ins chat and from that chatkey, I am querying Live Chat Transcript. I am getting the LiveChatTranscript record from query editor but when i run the same query from my ...
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10 views

Live Agent : Incoming Request - Possibility to have another color, sound or blinking effect

is it possible in live agent when a new incoming request comes in to have the possibility to have some sound or blinking effect so that agent doesnt miss it.
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8 views

Live Agent - Automatic Routing of Incoming Request to other agent

is it possible in Live Agent: If an agent is not responding to the incoming new chat request within 60 seconds, to transfer the chat to another agent ? So that we dont keep the customer on waiting ...
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29 views

HOW TO change avatart IMAGE TO LIVe agent name

I have created a snapin and also have pre chat form set up. I am seeing a header with the agent initial after chat is accepted. The avatar as the initial is also along side the chat.However, i would ...
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33 views

Case subtab not displaying automatically when routing type is changed from most available to omni-channel queue in Live chat

We are using live chat feature and in chat buttons and invitations settings when the 'Routing type' field is set to 'omni-channel queues' I need a case to be created,associated to Live chat transcript ...
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57 views

Fallback routing in Snap-in Chat

Is it possible to setup fallback routing in Snap-ins chat similar to how it works in Live Agent: https://developer.salesforce.com/docs/atlas.en-us.218.0.live_agent_dev.meta/live_agent_dev/...
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26 views

Omni channel agent queue

I have implemented the following:o 2 Super Agents in queue. Each agent can take 2 chats and then 5 people can wait in line behind the 4 active chatters until the message displays that we’re offline. ...
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17 views

Request File Button showing disabled

We have implemented live agent, when agent chating with visitor 'request file' visitor wants to share file with agent and now agent wants to send request by clicking on 'request file' icon in the chat ...
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1answer
40 views

Salesforce Live Agent chat button not appearing after switching users with Live Agent feature license

The Chat to Agent button is not appearing on our website. It was working fine, then I changed the users who had the Live Agent feature license and also added them to the Permission Set; and now the ...
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1answer
28 views

File Transfer Button in Live Agent Not Working

We've suddenly started to see an issue in Live Agent where, if an agent requests a File Transfer, the button presented to the user to upload the file does nothing when clicked. It'll get the focus ...
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1answer
43 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, ...
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17 views

How to have Certain Bots Appear Based on a Users Region/IP Address?

I want two different bots to appear based on an end user's region/IP address. For example, if someone was in the UK, I'd have my UK Bot interact with the person. However, if someone was in the US and ...
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1answer
37 views

How do I resolve this “transfer agent” issue?

This is more of a question on Salesforce functionality rather than a development question. Right now, I want to learn about transferring from one agent to another. I have two Users on my system, ...
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1answer
72 views

Omni Channel Skilled based routing

I have implemented the functionality defined here: https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_setup.htm&type=5 By default my service channel is LiveAgent. So, I ...
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1answer
49 views

C# Get SessionId returns affinity token empty (“”)

When im doing the GET request to get the affinityToken, its come empty {"key":"b99d9a87-c7db-4f5a-a20d-9419bb2d0ad0!1549978665283!x6db6+hNaLzITCEq9EcjFLyKAjw=","id":"b99d9a87-c7db-4f5a-a20d-...
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1answer
96 views

Does the Live Agent API really use Long Polling? [closed]

I see in this documentation: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_http_long_polling_loop.htm that the Live Agent API uses long ...
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0answers
8 views

Quick Text not able to add to live agent

How to add quick Text to the live agent? I have tried adding it to the Body and Supervisor Transcript Body but i am not getting that option where you add the quick text popup.
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77 views

Service Cloud snap-in chat button not routing to a queue

I am using a snap-in with a chat button. The chat button is configured to route to a queue name "chats". I am able to get chat working from our website and cases are getting created in Service Cloud ...
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0answers
27 views

onAgentSend() Live Agent function not working in Omni-channel?

We have Live Agent integrated in org and now we want to enable Omni-channel. Live Agent has onAgentSend() method which intercepts the message and occurs before it is sent to the chat visitor. This ...
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37 views

setTabHighlighted() returns error “Error: Invalid option property `type`”

setFocusedTabHighlighted : function(component, event, helper) { var workspaceAPI = component.find("workspace"); workspaceAPI.getFocusedTabInfo().then(function(response) { ...
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40 views

How to capture events in Live Chat Lightning (Chat Body) like New Message, End Chat and File Transfer request

Lets say agent is working/talking on multiple customers, if the agent is on a different tab then a customer sends message, end chat or request for file transfer the chat tab on that customer should ...
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1answer
59 views

How can I retrieve LiveAgent Settings from an org?

I am using ANT to retrieve settings from a production org. I have been successful using the package file below to get LiveChatDeployment and LiveChatButton settings. <?xml version="1.0" encoding="...
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2answers
71 views

Live Agent: Best Ways to Route by Account?

I am trying to route chats in Live Agent by the account owner or account owner team. For ex., if an authenticated user chats in from customers website, I want that chat to route directly to the ...
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1answer
171 views

Salesforce Snapin Survey

Is there anyway to implement post chat survey in salesforce Snap-in chat? Thanks for your thoughts and answers.
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1answer
92 views

In Snap-ins, when offline chat is enabled where does the chat is routed?

In Snap-ins, When the offline chat option is enabled. The user initiate the chat and submit. So where does the case/chat is routed that is who is the case owner?
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79 views

Duplicate Message Observer On pulling messages from live agent server

I am accessing Salesforce Live Agent through REST API. I can create session and send messages from the client. for getting the messages from the server I set timer in client, and each 1.5 seconds I ...
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0answers
124 views

Passing a variable to lightning component through snapin chat

I have a snapin chat component embedded on our custom application (not salesforce or a community). I'm trying to allow a parameter to pass through to my lightning component for use in the prechat ...
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119 views

Snap-ins Offline support

When the offline support is active in snap-ins setup and the user fill up the prechat form and finally click on submit, the message get displayed that case is created but in actual when I checked in ...
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0answers
45 views

Live Agent REST API Availability

I found the possibility to get the Availability of the Live Agent via REST API and it works fine. I noticed when I set a live agent on Online, it returns Availability: true. Nice, this is how I ...
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0answers
95 views

How to force a einstein bot snap-in to check if the user has logged in mid chat session

I have an Einstein Bot use case scenario where Users are supposed to start the chat session without a need to login to my salesforce site but later, depending on the confidentiality of the information ...
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0answers
45 views

How to capture a pending chat as a case in Omni-channel?

We're getting into a couple of different scenario which were addressed with the offline chat form in Live-agent, and we have no similar solution in Omni-channel. 1. How do we capture chat as a new ...
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1answer
382 views

Snap-Ins Custom Pre-Chat Component Using Aura and problem with contact matching

In some org we use Custom Pre-Chat Component(aura) to start chat on community. Here's the implemenation Component Code <aura:component implements="lightningsnapin:prechatUI" description="Sample ...
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0answers
44 views

Live Agent/Omni Channel Status Online automatically in Lightning Console

Team, I have a requirement to make Live Agent's status online automatically the moment agent opens Lightning console. I have configured Live Agent and Omni Channel. Do you know if there is any option/...
0
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1answer
375 views

chatbot transfer to live agent 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 ...
2
votes
2answers
889 views

Einstein Bot: get current Community User for Live Agent Pre-Chat

I'm playing around with Einstein Bots and have created a simple bot that is consumed inside a customer community. I'd like to get the current User inside an Apex action used in a bot dialog. The ...
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0answers
53 views

Use PreChatObjects from liveAgent in Einstein Bot

I have a LiveAgent chat configured for iOS and Android devices, we send some informations like UserName, Email, PhoneNumber etc. using PrechatObject. I am now building an Einstein bot, and I need to ...
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0answers
409 views

Snap-ins Pre-Chat - Case is not created when no “Subject” is given

I use Snap-Ins chat with a Pre-Chat form to connect an external site with Salesforce Service Console which uses Omni-Channel chat. From the user side: I fill the prechat form only with first and ...
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0answers
49 views

liveagent.prechat.findorcreate map date field with Contact Birthdate

I have created a vf page that has a date picker. I want to map the date selected from the page to Contact's Birthdate field. I am able to get the value of date selected on the page but unable to map ...
0
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1answer
38 views

Is a new LiveChatVisitor record created every time a new chat is started?

Or does Salesforce create a single LiveChatVisitor record for a unique website visitor? As in, if a user starts a live chat, finishes it, and then starts another live chat, do we see two ...