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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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5 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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13 views

Redirect to another page when agent is offline

Is it possible to navigate user to contact us page when user clicks on offline button? I tried to do that using JS, but it opens pop-up and then redirects user. Is is any clean way to redirect user?
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8 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
18 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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1answer
20 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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47 views
+50

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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13 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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16 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
34 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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15 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
11 views

Prechat Save picklist value to the case

I would like to save value from picklist to Case created by LiveAgent. How can I store value picked from User to created Case to Other_Results__c field ? public without sharing class ...
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0answers
17 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
29 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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20 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
66 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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21 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/...
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1answer
105 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 ...
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2answers
426 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
72 views

Live Agent Prechat Form Correct approach

I need to implement a prechat form for a chat we are putting on an external site. The setup is done correctly as I am able to open a chat between the external site and our agents. The next requirement ...
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0answers
40 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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150 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
29 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 ...
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1answer
23 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 ...
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15 views

Access ChatKey on custom chat visualforce page

I have a custom chat visualforce and I'm trying to see if I can access they ChatKey on this page. I know it's available for use in the post-chat page but I can't find a way to access the chat key in ...
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0answers
22 views

Use pre-chat APIs in custom visualforce chat page

I'm trying to use the pre-chat APIs to access custom details. However, I do not have any pre-chat page, instead I'm trying to use this on the custom visualforce chat page. liveagent.details....
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0answers
15 views

Access custom details in custom live chat visualforce page

Before the chat is started we use addCustomDetail() and saveToTranscript() to add some information to the chat. I understand I can access this in the pre-chat page using the pre-chat API, but is there ...
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0answers
13 views

Access LiveChatTranscript record in a custom visualforce chat window

Is there a way I can access the LiveChatTranscript record in the controller for a custom visualforce chat page? I understand that the LiveChatTranscript record won't be created as soon as the chat is ...
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0answers
15 views

Live Agent Visitor Detail ChasitorInit InitalizeChat

Currently we are using Live Agent Rest API and Lighting Console for Live Agent. During the ChasitorInit , can someone guide us how to map contact and account? when we try via api, below is what we ...
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0answers
44 views

Chat button is disappearing from website though agents are online

We went live with live agent and it is not consistently appearing though agents are available. Need help ASAP as we are facing production issue
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1answer
37 views

Why does it take more than 30 seconds for chat activity Messages to return a 200 (“OK”) with an empty content?

when I make a Messages request to Live Agent Server by REST API, it returns relatively quick if there are events that occur on the Live Agent server, but it takes more than 30 seconds to return a 200 (...
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0answers
55 views

Cancel Live Agent chats going to a particular queue

In our org, we have live chats going to specific queues based on certain criteria. If a chat doesn't meet any criteria, it's currently getting assigned to a queue that no agents will be picking chats ...
1
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0answers
73 views

Launch Snap-in chat from Lightning Component in Community

We currently have Snap-in chat enabled in a Lightning Community. The client would like to launch the snap-in chat button from a custom lightning component somewhere on the community page. For example, ...
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1answer
69 views

Close live agent chat window when the user click on end chat

Is it possible to close the chat window when the user click on "end chat"?
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1answer
118 views

Salesforce Surveys on PostChat form URL

I have configured Salesforce Survey in the org. Survey itself is working fine for both internal and external users. I have to display this survey to end-user when the chat is ended. I have used Post-...
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1answer
208 views

Chat Bot Invocable Actions

I am planning to configure ChatBot with invocable actions. I am not getting the output instead it says "Sorry, I didn't understand that". I tested in console, I am getting the output. Am I missing ...
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0answers
38 views

Live Agent Transferred Chat Button Id

Is it possible to get the chat buttonId on Custom Chat window visualforce page in which chat got transferred? I have some logic on buttonId and if chat got transferred to different button the i need ...
1
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0answers
31 views

Is there any way to get live agent current chat session id?

I am trying to obtain the agent current sessions id because I need to get the chat messages during the active session, but I could not found in the Live Agent REST API documentation the way to get it....
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0answers
24 views

Add chat transcript in Visualforce Page

Anyone here who knows how to display the Link of downloadable chat transcript of the case in Visualforce. This is the example.
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2answers
361 views

Is it possible read/write settings of embedded_svc in lightning component of preChat snap-in?

I would like to create two buttons on Snap-ins pre-chat form to route customer to different support departments. According to documentation we can control the agent routing with embedded_svc.settings....
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0answers
24 views

Snap in branding not workign

In the Snap in deployment tab, there is a section to apply customer specific branding, this branding is correctly displayed on the Einstein Bot but not displayed on the communities where snap in is ...
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2answers
282 views

Does the Prechat API work with Omni Channel and Lightning?

We are trying to migrate from Classic to Lightning for supporting chats. We changed routing to Omni Channel, and chats come in, but it doesn't seem to be creating and popping a case. It is working in ...
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0answers
23 views

Is there a way to show Knowledge Articles where the Pre Chat form is on a Chat?

Basically, I need to create a live chat that lets you choose between Support or Sales, if you click sales, it routes you to an user, if you go to support, it should show some Knowledge Articles, and a ...
1
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1answer
46 views

Pass Additional Parameters to Prechat?

So the code to include the prechat component looks something like below: <div class="prechat"> <img id="liveagent_button_online_573000000000000" onclick="liveagent.startChat('...
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1answer
106 views

creating test data for network object

kindly let me know how to create the test data for the network object in test class. Below is the class and test class, kindly help. There are no methods only constructor code, apart from some ...
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0answers
19 views

Live Agent link hanging and not connecting to an agent

I have a link used by one of our business partners to provide their customers a way of contacting our company via Live Agent. This link is no longer connecting to an agent. When the link is pressed ...
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0answers
47 views

lightning:conversationAgentSend not working, as well infinite loop posting multiple message

I'm currently trying to use lightning:conversationAgentSend, https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_events_liveagent_conversationagentsend....
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0answers
37 views

Live agent not working

I followed all the steps from the official document but still can not show the live agent feature on my dev ORG. This is my demo page on a community which is publicly accessible. https://cls-common-...
2
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0answers
89 views

How do I get my bot to transfer to a live agent?

I have live agent set up with omni channel routing. The default service channel for live agent is set up for live chat transcripts. I have presence status associated with live chat transcripts. I have ...
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2answers
76 views

How do I version Einstein Bots

Einstein Bots can be versioned, so a new version can be worked on while the previous version keeps running (active bots can't be edited). How do I do this?
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0answers
55 views

Salesforce Live Agent EndChat api is not working

I have Customized chat window and I need to connect with salesforce live agent so I integrated LiveAgent API of salesforce. For closing the chat I trigger end chat API I am getting 200 response but ...