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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14 views

Change transcription name value for service console

How can we change the chat transcription tab name to a more useful information (such as the visitor email or any other related custom field)? The agents might find it challenging to find the proper ...
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10 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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19 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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13 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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19 views

Auto Popup live chat option

For one of my clients, I'm implementing live chat with the Einstein Chatbot. I'm want to auto open the chat option with some predefined text like Need any help Currently, all the users have to click ...
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37 views

Package a custom field on LiveChatTranscript object using 2gp

We are creating an AppExchange application where we need to package a custom field on the LiveChatTranscript object. While creating a 2GP package, we are getting an error: LiveChatTranscript....
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38 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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1answer
16 views

How can a user select the language for the webchat?

I'm creating a webchat for a Canadian company. They want the ability for the user to select (in pre-chat) the language: either French or English. Once the user selects the language, he/she can fill in ...
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12 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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17 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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8 views

Can Partner Reps Receive Live Agent Chats in a Community?

I've set up live agent for my community, but we want our partner community reps to be the ones to receive the incoming web chat requests in the community (we outsource some of our customer service to ...
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8 views

Show data sent using live agent rest api

I'm writing a code that does Live agent integration with an external system using express js. The integration is working awesome. Here my external system is a python based chatbot. I do some bot chat ...
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21 views

How to match Embedded LiveChat session with contact

The usecase what I try to implement is to match the current embedded live chat session with a contact or a case. What I get in the embedded live chat api is the liveAgentSessionKey. Is there any way ...
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106 views

Live Agent REST API Daily Limits

We are planning to use LiveAgent REST APIs from an external Application. Details of APIs are available in below link: https://help.salesforce.com/articleView?id=000331168&type=1&mode=1 The ...
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36 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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1answer
268 views

Omni Channel Queue Based Routing - Chat Button

I want to understand how the following scenario works with Chat Transcript and Omni Channel. I have a Routing Configuration, with multiple Queues - all related to the same Chat object. Which of the ...
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128 views

how to do designing for snap-in chat for Custom Pre-Chat custom Component Using Aura

Below is my pre-chat form I want result like that below is my Custom Pre-Chat Component Code Using Aura --- Component Code <aura:component implements="lightningsnapin:prechatUI" ...
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165 views

Unable to configure survey in post-chat settings

I'm a new developer to the salesforce environment. I'm working on Live web chat configuration in service cloud and was asked to provide survey link at the end of chat. I'm trying to use a survey link ...
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74 views

How to change the status of the omni-channel chat agent to busy when the agent ends the chat or the user end the chat on the front end?

Is this possible to do ? I am attaching images below. I want the above status to change busy when the agent clicks on end chat (image below). Or when the user ends the chat on the front end by ...
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29 views

How to update LiveAgent Response When No Agents Are Available?

When No Agents Are Available, is there a way to configure the message that is sent to the users?
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1answer
328 views

Browser notifications for omni channel chats in Lightning Experience

Is this possible using settings available in the UI or does this require a custom component to be created? I imagine many have this issue, whereby unless the service agent spends all their time in the ...
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1answer
164 views

Chat (LiveAgent) Customize Response When No Agents Are Available

I am looking to update the message that is delivered to users when no agents are available to chat. I am stumped where the messages are being set. I have checked: quick message $Label.site custom ...
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1answer
76 views

How to get the returned value of a function called from settimeout

I have live agent set up and I am trying to set an alert on the agent side when a customer does not reply to his messages after a certain interval of time Here is how I am trying to achieve (All these ...
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38 views

Capture UTM parameters in Salesforce with live chat

I need a way to capture UTM parameters and create as lead in Salesforce with live chat. Ex, if user started live chat or live agent and enquired somthing then I need to create a lead with UTM ...
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49 views

Prepopulating the prechat fields in chat window for loggedin user in salesforce

How can we prepopulate the fields for the prechat fields in the chat window for embedded sevice deployments to pass the values to live agent for the logged in user.
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30 views

User to User live agent chat - no need for case or contact

I have a question regarding the use of the live agent REST api. I want to create an internal chat between employees. This differs from the classic scenario where a customer is initiating the chat, and ...
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160 views

Use advanced skill-based routing for chat

I am using chat with OmniChannel I have routing requirements that are much more than the queue-based routing So I am trying to implement skill-based routing On the basic skill-based routing if a ...
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38 views

Live Agent - Pre-Chat - Preselect Contact or Show Search Results

When the user enters their information into the pre-chat form and clicks the Start Chat button, I want to: Look them up in Contacts and return the most specific matches I can find based on Email, ...
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36 views

Adding a Time Out for live agent chat request

We have a requirement to end a live chat automatically if an agent does not accept or decline the request within 5 minutes. Following this thread : Live agent chat idle session 10 mins , I have tried ...
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1answer
250 views

Custom OmniChannel Routing using Apex

I have a requirement where we want to route customers by prioritising the owner or Sales Team of a matched contact/lead for Chat. As far as I can tell, I can't achieve this using standard Queue-based ...
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1answer
33 views

JS Remoting cannot access contacts

I've read all the documentation I could find, and tried several variations of code, but nothing has produced results. I'm working on a pre-chat form for Live Chat, and what I want to do is search all ...
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221 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
228 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
340 views

Live Chat: What is the difference between Queue Size Per Agent and Capacity?

We use Live Chat for one of our communities. Today some of our business users said they were no longer able to open more than 2 chats simultaneously, whereas they swear they could (before today) open ...
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289 views

Routing Chats created in live chat omni-channel skill based routing

We are trying to implement Live Chat into our Salesforce environment using the sales use case rather than the service use case being the creation of leads. For this we have set up a pre-chat form in ...
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1answer
103 views

How to fetch Contact and Case data with LiveChatTranscript using SOQL Lookup relationship

I have Contact and Case relationship mapped to LiveChatTranscript through ContactId and CaseId like the following: I need to fetch LiveChatTranscript data along with Contact and Case in a single ...
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1answer
86 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
341 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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64 views

Platform Value in LiveChatTranscript in regard to iOS is setting to blank when chat initiated from iPhone App or Browser for Chat

In case of iOS it was observed that the Platform field value was coming as iOS when chat is initiated by iPhone App or Browser. But after the chat ended and agent closed the tab, the value was reset ...
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67 views

How to get text area field value in Emails or in live web chat while typing (before the email or message is sent)

I am a little new to Salesforce. I am working on Case Object for Cases generated through Emails and Live web Chat and I am trying to get the value of textarea while the user is still typing. As you ...
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51 views

Custom pre chat form that route chat to case owner

I want to create a pre chat form in which community user enter the case number and based on the entered case number i want to find the case details like property name,case owner and then i want to ...
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1answer
211 views

Facing issue with the latest chrome update(84) to make default cookie option as “BLock third-party cookies in incognito mode”

We have a Chat button on our community page using which user can communicate with Agents for their issues. User can use the community page in normal mode as well as in incognito mode. But with latest ...
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1answer
33 views

X-Frame Options Issue when using Chat Preview Form on external website

I'm trying to build a custom prechat page for live-agent (specifically on an external webpage, not on a community or on a Force.com Site) so that I can manually define the behaviour when a user ...
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17 views

Leave message to live agent console while no agent avalible

We use ServiceSDK-Android and ServiceSDK-Ios implement chat with live agent . Now we need add a function : client can leave message to live agent console while no agent avalible. but we did not find ...
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23 views

Is there a way to track sales made after customers engage in chat?

Is there any way to track sales that are made after engaging with an agent over chat? I am curious generally if there are any other salesforce customers that are using live agent chat for Sales, and ...
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1answer
262 views

Getting java.net.UnknownHostException: d.lb2-a1-gc4.salesforceliveagent.com for Salesforce Live Agent API endpoint

Here is the stacktrace for the Rest request error: org.springframework.web.client.ResourceAccessException: I/O error on GET request for "https://d.lb2-a1-gc4.salesforceliveagent.comm/chat/rest/...
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1answer
217 views

How can we change the header text and its color for the Salesforce Einstein chatbot?

The Einstein Chatbot header has default greeting text as "Hello Guest! An agent is on the way. And this text on header is white in color. I want to change it into a different color, probably ...
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24 views

Salesforce Chat Transcript Tab crash

I am new the the whole salesforce chat and its setup. I have an agent using Salesforce Chat and the Chat Transcript Tab seems to be crashing intermittently with this error: Uncaught Action failed: ...
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15 views

Live Agent - Showing Case / Contact on accepting case

<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Contact" value="Id,true"/> <input type="hidden" name="liveagent.prechat....
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1answer
184 views

New Lightning component with custom 'Send to chat' button

we have a basic lightning component that is generating a link, we would like to add a new button to send directly this content to the standard chat component, without agent interaction. Something like ...

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