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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

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
10 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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20 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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19 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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9 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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10 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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24 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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33 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
88 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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0answers
7 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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13 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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14 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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24 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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27 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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5 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
182 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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14 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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26 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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59 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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0answers
25 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
102 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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0answers
16 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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22 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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20 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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0answers
20 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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16 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
101 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
50 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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0answers
22 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 ...
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1answer
58 views

Live Agent Chat - Routing by Region

I'm trying to figure out the best solution here and haven't had much luck from what I can find online or from talking with Salesforce. We're using Live Agent embedded on our company website as our ...
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21 views

Live agent Prechat page is not populating Contact details on Case record in IE browser

I am using Prechat page to create Case record when salesforce user accepts the Chat. Its working fine in Chrome, but in IE it is not populating Contact details, it is not even getting logged in user ...
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1answer
36 views

How to prefill Case record with contact ID and Account ID from VF page using Live agent prechat form?

I have a VF Page Where community User (for example this user will have 3 contacts and 3 accounts, but only only for one contact community is enabled) will choose Account from drop-down list, based on ...
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0answers
38 views

LiveAgent giving 503 error

Banging my head against a wall here. I have enabled LiveAgent in my service cloud app. I have added a CORS setting I have added the button to my website Button is showing 'Chat with an expert' which ...
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0answers
83 views

first error: FIELD_INTEGRITY_EXCEPTION, field integrity exception: []

Following insert statement on PendingServiceRouting object is failing with this error : System.DmlException: Insert failed. First exception on row 0; first error: FIELD_INTEGRITY_EXCEPTION, field ...
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1answer
150 views

Live Agent - Custom Pre-Chat From

I have created a Visualforce page with below details and have it linked on Chat Buttons & Invitations as custom Pre-Chat Form and Site for Resources. However when I click on the chat button it ...
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0answers
19 views

Unable to save new field to Chat Transcript record

I am modifying the existing JS that resides on a web page that creates a Case record in Salesforce and updates a couple fields on the Case record. I am trying to update a new field on the Case Record ...
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0answers
19 views

Salesforce Chat

I am trying to enable queuing for chats (embedded/snapins chat). I have setup a max queue to 4 (for testing). I don't see a way to stop accepting any new chat requests to be queued at a certain time (...
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13 views

Transfer chat (live agent) to another solution

We have a very specific situation where we need to transfer/route an on going chat to another chat solution. It's required to get the current conversation and send to the other solution. Obviously I'm ...
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1answer
18 views

How to get LiveAgent id

liveagent.showWhenOnline('5737F000000PCZJ', document.getElementById('btnId')); In the above code, 5737F000000PCZJ this Id has been used. Can anyone please explain what is this number and how can we ...
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0answers
35 views

Live agent override system message

Is it possible to override the chat window functionality without creating a visualforce page? I want to override a system message when there are no agents to say something like "Call us at this ...
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0answers
14 views

Is a visualforce page created when setting up live agent

Through the setup of live agent is there a visualforce page created automatically along the process? Or will a custom visualforce page be needed to be created in order to override functionality to the ...
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29 views

Modify Live Agent Deployment Code

We have a Chat link that resides on our public website. We need to now have the customer opt in and agree to our Privacy policy before they can initiate the chat. So we created a webpage where the ...
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0answers
74 views

Is there a way to secure a live agent deployment?

I am working on putting a liveAgent deployment in our website, I basically got a javascript snippet like the one shared here: https://developer.salesforce.com/docs/atlas.en-us.live_agent_dev.meta/...
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0answers
42 views

Pre Chat Form with a Custom Chat Page

I am having an issue with my pre-chat form and my custom chat page in my live chat deployment. If I remove the pre chat page from this configuration I can go to my custom chat page but if I have both ...
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0answers
29 views

How can I identify and lower the Z-Index of this div in the Live Agent waiting page?

I need to create a custom waiting page for Live Agent. I can see that the text from my custom page is loading correctly, but there is a Salesforce generated div that's always above my div. My custom ...
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0answers
39 views

How can I get custom CSS to work with LiveAgent?

I need to add a custom message to the waiting page for Live Agent. I've designed a basic VisualForce page to use for testing. This page includes custom CSS. Well, really it's not custom CSS. I found ...
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0answers
25 views

Live Agent Custom Details hold the old value until the browser session timeout

I use the live agent in Lightning experience. And transfer the user input to prechat page by "liveagent.AddCustomDetail()" method. But I found that I can't modify the live agent's Custom Details ...
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1answer
121 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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0answers
125 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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0answers
32 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 ...