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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12 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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32 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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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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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. I could ...
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19 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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51 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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9 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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12 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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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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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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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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10 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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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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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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1answer
38 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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1answer
45 views

Get Pre chat data in Einstein Bots

I have a bot deployed using Embedded Service. I'm following Einstein Bots Developer Cookbook. In my PreChat form, I'm getting customer Name, which I want to use while greeting. I have added below ...
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Is it possible to alert someone when no Agents are logged into Live Chat?

Is it possible to alert someone when no Agents are logged into Live Chat? perhaps during business hours? I found this idea: Live Agent configuration/triggers to send email alert if no agent is online ...
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29 views

How to add custom object fields in a pre chat form

I have to display fields from a custom object in a Pre-chat form. The pre chat form currently allows the fields from standard objects (Case, Lead, Contact). If we design a VF page to display the ...
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46 views

How to send auto greeting custom message in salesforce live chat for omni channel

Below is my custom code for live chat which is working good but I need to implement an auto greeting message to the customer which should include salutation last name. (EX. Hi MR Pal how may I help ...
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1answer
67 views

Embedded Chat - Custom Minimized Component

I'm implementing a custom Minimized LWC component for my snap-in chat, but when the page loads, it always loads the standard UI. My custom UI loads, but not until I first initialize it on the page. ...
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78 views

Integrating liveagent chat into a react/webapp

I'm trying to implement a liveagent chat instance that's triggered from within a (React) web app. I've got the deployment script in my HTML 'https://c.la1-c1-fra.salesforceliveagent.com/content/g/js/...
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19 views

Route/Assign live agent chat conditionally to agent

When a customer initiates a chat, it's routed to an agent based on the button and particular skills assigned , it creates a chat transcript as well as a case record. Case record is linked to the ...
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1answer
128 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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1answer
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How can i alter live agent to show previous chats to the end user if they are the same contact?

How can we shows past chats to the end user in live agent? I observed that past chats are available to the agent but how can I make it visible to the end user? Is there a way to make live agent work ...
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Live Agent Chat - How Do You Append A Value From The Prechat Form To A Chat Conversation?

I currently have a textarea on my prechat form that looks like: <textarea name='liveagent.prechat:CaseSubject' class="form-control-desc" id='subject' cols="75" rows="3" maxlength="255" size="250" ...
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44 views

Android Live Chat pre-chat field form screen shows duplicate views when exiting

I recently implemented the Live Chat UI from the Android SDK, and have encountered an issue where it appears that when showing the screen for pre-chat fields to the live chat, upon exiting the pre-...
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19 views

Livechat alert header title

Please tell me where to put the line <liveAgent:clientChatLogAlertMessage respondToChatLabel="Please respond to chat"/> The liveAgent:clientChatLogAlertMessage doesnot seem to affect any ...
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13 views

Live agent chat time config

How to change the live agent rep status to offline if he is not active for a certain period of time in chat console automatically?
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1answer
22 views

Live Chat Time-out

How to configure a chat timeout message for the customer if he/she didnot reply in a given timeframe.Also how to set that timeframe on the customer end?
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1answer
32 views

Liveagent Stateless Chat - Persistent Chat

Does anyone implemented a custom visualforce chat and was able to make it persistent? chat not disconnecting on page navigate/refresh?
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92 views

How to retrieve custom field from User object using liveagent.chasitor.getDetails()

I have a VF page for my LiveAgent chat application. I am using the below JS code to retrieve UserId of the current user without querying. try { var agentDetails = liveagent.chasitor.getDetails()...
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16 views

Live Agent Prechat Custom Object Record as a Custom Lookuo

I am trying to populate a lookup field on Live agent Prechat form, on the Chat Details the lookup value is showing up but it is not getting populated after case creation.
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10 views

Live Chat - How to set chat UI font size?

I already setup live chat small in embedded service menu. But it didn't effect chat interface.
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11 views

Why SDK chat didn't support multiline message?

When agent reply message that contain new line to customer mobile application. The message in the customer chat show in the single line.
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20 views

SalesForce Live Agent Chat - How Do I Listen For When A User Completes A Pre-Chat Form And Starts A Session?

I have an embedded iFrame on my page that allows the user to talk to my agents in the SalesForce console. The chat window consists of a div with a header bar and an iFrame to host the SalesForce chat ...
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34 views

Live Chat SDK - How to disable minimize chat button for Android?

For iOS, I was setup SCSChatConfiguration for disabme minimize button. [allowMinimization] (http://forcedotcom.github.io/ServiceSDK-iOS/releases/api/224.0/Classes/SCSChatConfiguration.html) Android ...
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12 views

Live Chat SDK - Android can't set font for Bold character

For iOS, I can setup font for regular and bold character via SCAppearanceConfiguration class. ( https://developer.salesforce.com/docs/atlas.en-us.noversion.service_sdk_ios.meta/service_sdk_ios/...
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6 views

Live Agent SDK - How to popup dialog confirm send picture?

While agent request file for customer. Customer touch some file in libuary, then the file will send to agent. To prevent worng attach file, I need to popup confirm dialog. Could I have step for ...
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13 views

Android SDK can't translate queue format

For iOS we can change queue format using ServiceCloud.Chat.Status.QueuePosition.Format. (http://forcedotcom.github.io/ServiceSDK-iOS/releases/api/224.0/servicechatstringconstants.html#/c:ServiceCloud....
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20 views

Live Chat SDK - How to force set chat UI language?

My Application have menu for setup language, but Live chat SDK detect language from device region. Could I force chat language to match my application?
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15 views

Remove pre-chat form and pass data from external site directly to the salesforce to create case record

I have live chat implementation hosted on the external site. User fills the pre chat form (name,email,subject etc) and starts the chat. These pre chat form details are used to create a case in ...
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1answer
33 views

Scheduling a live agent/web chat agent in Salesforce Web Chat

We have configured web chat in salesforce. Currently, the end-users can chat with the agents only if the agent is available, and there is no option for them the schedule an appointment with the live ...
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10 views

Where do I append ack parameter in Live Agent API?

I've been working in creating this application that uses the Live Agent REST API. All work for now except for the following; keep getting "Duplicate Message Observer" when the code below execute the ...
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19 views

Live Agent License not displaying in dev edition org?

The Live Agent feature is missing from my new dev edition org and all three of my other dev edition orgs. Does anyone else have this problem?
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31 views

Lightning Embedded Chat(Snap In) Does Not Open From Internet Explorer

We have configured Lighting Snap in Salesforce. and given Embedded Chat code to AEM team. So that from public site its work across all browser. Its works fine in Chrome, Firefox not in IE.
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1answer
128 views

Record is not getting created from Pre-Chat form

Pre-Chat form has a feature that tries to match the information entered, with existing records. If no match found, a record will be created and Chat transcript is associated with that record. For ...
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1answer
12 views

How can we provide the access for running chat ie Chat supervisior in live agent [closed]

while agent and user are chatting in live agent ,another user should access and see the chat,we have configured the live agent and we need a user to access the running chat
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77 views

What is the purpose of embedded_svc.settings.displayHelpButton = false on salesforce communities?

What is the purpose of embedded_svc.settings.displayHelpButton = false on salesforce communities? Is there a way to create a custom help button that initiates an embedded service chat session? I ...
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33 views

Is there a way to use Direct-to-Button Routing without having to create a picklist field on the object for Live Chat

Is there a way to use Direct-to-Button Routing without having to create a picklist field on the object? It'd be ideal if I could instead create three html radio options within the lightning ...
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1answer
32 views

Can Embedded Service Chats be copied and pasted into HTML similar to chat button and deployment code from Live Agent

Currently, we have a Live Agent implementation that uses chat button code and deployment code which is pasted into the Html of our pages. We are thinking of moving the current code functionality into ...

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