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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Has anyone tried to package omnichannel as part of an unlocked package?

I am deploying an Einstein Bot that uses omnichannel for routing. I am having a hard time deploying a LiveChatButton using omnichannel routing b.c it does not add the routing type in the metadata file....
user130667's user avatar
-1 votes
0 answers
14 views

Force the order item of Recent Items of Quick Text Templates

My users have access to 2 separate folders with quick text templates split by a language and would like the right ones to show based on the relevant live chat conversation. Is there a way to force the ...
Tuki's user avatar
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238 views

Is there a way to automatically make "Available" in Omni Channel when the user (agent) signs into Salesforce?

Ironically, Salesforce asks if you want to log into Omni-Channel when I log into my app. However, when I click the Utility Bar, it still shows offline and sometimes says "Log in to Omni Channel ...
Edwin Schaeffer's user avatar
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37 views

I want to customize servicechat string resource and image in iOS SDK of live agent chat

I want to customize servicechat string resource and image in iOS SDK of live agent chat, I try to search about example for set data but not found any example. Therefore, I would like to ask for help ...
user3514034's user avatar
1 vote
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55 views

In Salesforce Post Chat getting refused to connect error

I followed the steps suggested under: https://stackoverflow.com/questions/69878970/in-salesforce-post-chat-getting-refused-to-connect-error/77322529#77322529, but am still not able to move past this ...
Agent47's user avatar
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While using a bot, can I report on the time it takes between when a chasitor requests a transfer to a live agent to when the agent accepts the chat?

We use a Bot and then users can ask to transfer to a live Agent (we use live agent still). Leadership wants to report on the time it takes from the chat transfer request to an agent to the time the ...
Dara Sue's user avatar
-1 votes
1 answer
61 views

Trigger "Leave Chat?" by code

I am working on a custom interface for the live agent widget and was wondering if I could trigger the exit/leave chat by code. Basically, I am removing the X and minimize buttons and want to be able ...
Morkfang's user avatar
1 vote
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401 views

Chat Agent is online but the chat button on the community still shown offline

I have set up chat in our salesforce org and have configured chat button on the portal site. I have done the following things to get this enabled: Created a new queue from Service cloud (Chat with ...
Grillz's user avatar
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0 answers
120 views

OMNI-CHANNEL Queue-Based Routing using APEX

I have developed an Apex class with the intention of transferring customer live chat transcripts to a live agent during chat sessions. However, during the implementation process, I have encountered ...
Gkent Peralta's user avatar
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1 answer
134 views

Prepopulate hidden fields on Offline Support form on Live Chat

Hello I'm developing a Live Chat using the Service Setup "Chat with Customers" wizard. I'm using extraPrechatInfo to hardcode the country of the page I'm embedding the chat button into so ...
banjug's user avatar
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1 answer
110 views

Can an Omni Channel agent login and accept cases from the mobile app?

I have a requirement for a skills-based routing App to exist entirely in a Mobile Experience. Since the Utility Bar works in Desktop only is there a way for a live agent to login and chat with a ...
Edwin Schaeffer's user avatar
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47 views

Monitor Chat REST API Error

So in our chatbot application we are using the following API to connect with the live agents -- Rest API While using the Messages API which is https://hostname/chat/rest/System/Messages, sometimes we ...
Kinjalk's user avatar
1 vote
1 answer
139 views

Abandoned Live Agent Chat still creats a Case?

When a user abandons a chat request, a case is still getting created. Here is an example timeline: Chat requested at 08:36:37 (LiveChatTranscript.RequestTime) Chat abandoned by visitor 30 seconds ...
Jason Clark's user avatar
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44 views

Promises in Unrender function in Aura Component doesn't resolve

I need to use the OmniToolkitAPI to change statuses in Salesforce. To do so, only Aura component can change omnichannel status (I think) I am using Service Console in my Salesforce. I implemented this ...
Yaac0's user avatar
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27 views

Allow limited type of objects while raising attachment request from agent?

I have marked Agent File Transfer Enabled true for each Chat Agent Configuration: Now agent can initiate file transfer. When agent initiates file transfer it sees pop up like below: When agent click ...
वरुण's user avatar
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66 views

Use picture as button in einstein bots

I want to setup a question at the end of a chat to get user feedback. I would like to have three buttons that are a picture. Smile, neutral, and disapointed faces. Is there a way to add choices to a ...
Travis's user avatar
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35 views

Live Agent: Custom Chat Page not Working

I have a pre chat page that is working fine, but when I assign the custom chat page (got the code sample from Salesforce) to the button, it stops working. The pre chat form page gets reloaded and I ...
Renato Mattos's user avatar
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1 answer
353 views

Prioritize Chats over "Assigned", but not "Opened" Cases in Omni-Channel

I am using Salesforce Omni-channel. I am using it for Cases and Chat. When I set my status to "Available - Chat", the expectation is that I can receive Cases and Chats. Right now, as soon as ...
Matthew Metros's user avatar
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0 answers
94 views

LiveAgent: liveagent.prechat.findorcreate.map.doCreate Condition

I have this code where I search if a contact or person account is found in the salesforce database based on the email that the customer input in the form. The issue is that even when I find the ...
Renato Mattos's user avatar
0 votes
2 answers
1k views

Messaging for In-App and Web - Agents unavailable

I made an implementation of Messaging for In App & Web according to the Salesforce documentation, but when I click on the chat the message appears that there are no active agents, but inside the ...
Michel Otávio's user avatar
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16 views

Can I send an initial chat message when liveagent starts chat?

My users are entering an initial description before starting chat. Is there a way I can pass that description after calling liveagent.startChat() so it shows up as the first message from the user? ...
NDavis's user avatar
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166 views

Salesforce Chat button rendered multiple times in Angular application

We are trying to embed Salesforce Chat into our Angular based application. To do this, we got the embedded code snippets (Chat Code Snippet and Meta Tag Code Snippet) from Salesforce Setup, under ...
Vasanth Subramanian's user avatar
0 votes
1 answer
256 views

How to release Agent capacity for real-time Work Item w/o the agent having to close the tab

E.g., release the capacity on the Chat end while the tab stays active?
Al Cher's user avatar
  • 254
1 vote
1 answer
141 views

LiveAgent Chat: allow attachments only on case?

During a live agent chat, the agent can request a file from the visitor. When they click the "Request a file" button, they are prompted to first select which record to attach the file to, ...
Jason Clark's user avatar
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0 votes
1 answer
101 views

How to translate liveagent.findOrCreate() call to LiveAgent API ChasitorInit payload?

My client is implementing a custom chat that at some point hands over to Salesforce Chat by means of calling the LiveAgent APIs. In the ChasitorInit call it's possible to define prechatDetails and ...
Al Cher's user avatar
  • 254
0 votes
1 answer
930 views

After the messaging session is routed to an agent, the status remains as "Waiting"

I created a queue for routing the messaging sessions, but when the session is directed to an agent the status remains as "Waiting" making it impossible for the agent to view and interact ...
Igor Meireles's user avatar
0 votes
1 answer
154 views

How can we change the details which are shown when mouseover on incoming chat request?

In Omni-Channel, we want to change the details for the incoming chat request. We want to show the Contact details, Location, etc. instead of what is shown right now.
Muskan Agarwal's user avatar
0 votes
1 answer
268 views

How do I create hidden fields in SalesForce Live Agent?

We have a SalesForce Live Agent chatbox on our site that pre-fetches a handful of information when a user logs in. Some of those fields we would like visible like name, email address and phone number. ...
DK_Connection's user avatar
0 votes
1 answer
407 views

Capture Chat File Transfer Request

Saleforce has a Chat (Live Agent) feature to request files from a visitor: https://help.salesforce.com/s/articleView?id=sf.live_agent_transfer_files.htm&type=5 Is it possible to immediately get ...
J Var's user avatar
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1 answer
534 views

How to check a Live Agent Chat session has ended? (Chat API)

I'm working on a POC using the Salesforce CHAT API and I already have this process: Create a chat session (Live Agent is able to start the conversation) Pull and push messages into the chat But so ...
Edgar's user avatar
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1 vote
1 answer
420 views

LiveAgent: the agent is online but no chat request appears

We want to use the liveagent feature in salesforce via rest API. We created everything that needed for it - deployment, chat button, console app and so.. From the console - chat supervisor I can see ...
user2503775's user avatar
-1 votes
1 answer
330 views

report on live agents salesfoce

I'd like to create a report on agent login, logout time, login duration, break time, status, average handling time, average speed of answer, total number of calls, email, cases, etc in the salesforce ...
ds9972's user avatar
  • 189
0 votes
1 answer
143 views

unable to Report on LiveChatTranscriptEvent

We want to report on LiveChatTranscriptEvent object to basically see how many transfers are happening. The Report type is not shown up in Standard/Custom Report Types. Also, where/how can we query the ...
Sharath Jallu's user avatar
0 votes
1 answer
323 views

Why lightningsnapin/minimized lwc is not working?

I am trying to override default minimized livechat window with LWC, but it still renders default one. I am putting that LWC component on Chat Settings Page next under 'Customize with Lightning ...
nick1212's user avatar
1 vote
1 answer
2k views

What does the "Chat User" checkbox on the User object do?

It's a simple question which I couldn't find an answer to: What does the "Chat User" checkbox on the User object do?. What I found: User Object Reference. There is a field - ...
Eduard's user avatar
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0 votes
1 answer
1k views

User cannot see "Available" as an option in Salesforce chat omni channel

when a user logs into salesforce chat and trying to make him available for live chat, "Available" is not an option for them. They have all the required access like they are service cloud ...
Rupa's user avatar
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0 votes
1 answer
1k views

How will we get notified when agent sends the message on Salesforce chat console using rest api

We have successfully integrated salesforce live agent using rest api and couple of things are done need help on below points. Get Session Id (Working As expected). Chat Request Initiation (Working As ...
user avatar
0 votes
1 answer
540 views

Salesforce Chat Availablity API not working

I am new to Salesforce chat API. I had a requirement to check the chat button availability status. upon research I found below API: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest....
Aman Malik's user avatar
0 votes
0 answers
276 views

Formula (text) field on prechat form for live Agent

I am setting up prechat form on salesforce live agent and couldn't find any date fields. I have created a text formula field and it is not on available list of fields while configuring prechat form. ...
Rupa's user avatar
  • 15
0 votes
0 answers
374 views

Batch Job to delete specific live agent's chat transcript after 100 days

There are 4 live agent chats enabled in our org. I have to create batch job, that deletes only our division's live chat transcript once it pasts 100 days. what would be the condition or criteria I can ...
Rupa's user avatar
  • 15
2 votes
1 answer
2k views

How to edit the Salesforce Live agent button?

I am quite new with Salesforce digital engagement and I could not find how can I customize the chat button to fit my Website Right now the button looks like the following: How can I edit the CSS? ...
Ben2pop's user avatar
  • 405
0 votes
1 answer
1k views

Customers are unable to attach/upload a File after a Live Agent has Initiated a File Transfer During a Chat Session

we are running into an issue with our customers unable to attach files after a file transfer has been initiated by Live Agent. The request has been passed to customer but when the customer uploads the ...
Muskaan Kashyap's user avatar
0 votes
0 answers
72 views

Does Chat REST API have any methods controlling where new chats open?

My agents have come to me and asked if it is possible to control the placement of newly opened chats in Live Agent. The way it's set up now is that when an available agent accepts a new chat - the ...
akarnid's user avatar
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4 votes
1 answer
340 views

Custom time-dependent greeting on User does not show correctly when used with Live Agent

We have a custom formula on User that's like this: IF(HOUR(TIMEVALUE(NOW())) < 18, "Good morning", "Good evening") This evaluates correctly on the User object. When we ...
akarnid's user avatar
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0 votes
0 answers
213 views

Live Chat Trasnscript Record shows staus as 'Blocked' in salesforce. How it is coming as Blocked

When i request chat, the live chat transcript shows status as 'Blocked'. What will be the solution for this?
Vinothini Murugesh's user avatar
0 votes
0 answers
592 views

embedded_svc.menu.settings.directToButtonRouting Possible?

I have used the following code before for Live Chat and it's working fine to direct to a button ID based on the Pre chat question customer answers. Now, this code seems to be not working when I ...
regidsites's user avatar
0 votes
0 answers
34 views

Populate survey for user agent

I want to populate a survey(post chat url) for the user as well as I did for the customer, something like a five star rating. How can I populate a chat for the salesforce user when chat has ended
Michel Youssef's user avatar
0 votes
1 answer
806 views

embedded_svc.liveAgentAPI.startChat doesn't work

I have been using embedded service for a while, I wanted to hide the standard button and start the chat with some custom button and for that I tried to use below code snippent. However, it gives me ...
Saurabh Kulkarni's user avatar
0 votes
1 answer
190 views

How can I enable my agents to see who else is on live chat and the size of the chat queue?

Our service team leaders use Omni Supervisor extensively. However, they're wondering if there's a way to provide some of the visibility to agents - specifically, the status of other agents and the ...
Antonio De Palma's user avatar
1 vote
1 answer
600 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 ...
Bernardo Lira's user avatar

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