Stack Exchange Network

Stack Exchange network consists of 175 Q&A communities including Stack Overflow, the largest, most trusted online community for developers to learn, share their knowledge, and build their careers.

Visit Stack Exchange

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.

0
votes
0answers
14 views

Request File Button showing disabled

We have implemented live agent, when agent chating with visitor 'request file' visitor wants to share file with agent and now agent wants to send request by clicking on 'request file' icon in the chat ...
1
vote
0answers
14 views

Salesforce Live Agent chat button not appearing after switching users with Live Agent feature license

The Chat to Agent button is not appearing on our website. It was working fine, then I changed the users who had the Live Agent feature license and also added them to the Permission Set; and now the ...
0
votes
1answer
14 views

File Transfer Button in Live Agent Not Working

We've suddenly started to see an issue in Live Agent where, if an agent requests a File Transfer, the button presented to the user to upload the file does nothing when clicked. It'll get the focus ...
2
votes
1answer
20 views

CaseId is not associated to LiveChatTranscript record as expected

I'm using the Live Agent Deployment API to trigger the live chat flow, before initialize the chat window we also run saveToTranscript to associate a Case to LiveChatTranscript by filling the case id, ...
0
votes
0answers
10 views

How to have Certain Bots Appear Based on a Users Region/IP Address?

I want two different bots to appear based on an end user's region/IP address. For example, if someone was in the UK, I'd have my UK Bot interact with the person. However, if someone was in the US and ...
0
votes
1answer
29 views

How do I resolve this “transfer agent” issue?

This is more of a question on Salesforce functionality rather than a development question. Right now, I want to learn about transferring from one agent to another. I have two Users on my system, ...
0
votes
1answer
35 views

Omni Channel Skilled based routing

I have implemented the functionality defined here: https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_setup.htm&type=5 By default my service channel is LiveAgent. So, I ...
1
vote
1answer
24 views

C# Get SessionId returns affinity token empty (“”)

When im doing the GET request to get the affinityToken, its come empty {"key":"b99d9a87-c7db-4f5a-a20d-9419bb2d0ad0!1549978665283!x6db6+hNaLzITCEq9EcjFLyKAjw=","id":"b99d9a87-c7db-4f5a-a20d-...
-1
votes
1answer
54 views

Does the Live Agent API really use Long Polling? [closed]

I see in this documentation: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_http_long_polling_loop.htm that the Live Agent API uses long ...
0
votes
0answers
7 views

Quick Text not able to add to live agent

How to add quick Text to the live agent? I have tried adding it to the Body and Supervisor Transcript Body but i am not getting that option where you add the quick text popup.
0
votes
0answers
38 views

Service Cloud snap-in chat button not routing to a queue

I am using a snap-in with a chat button. The chat button is configured to route to a queue name "chats". I am able to get chat working from our website and cases are getting created in Service Cloud ...
0
votes
0answers
18 views

onAgentSend() Live Agent function not working in Omni-channel?

We have Live Agent integrated in org and now we want to enable Omni-channel. Live Agent has onAgentSend() method which intercepts the message and occurs before it is sent to the chat visitor. This ...
0
votes
0answers
25 views

setTabHighlighted() returns error “Error: Invalid option property `type`”

setFocusedTabHighlighted : function(component, event, helper) { var workspaceAPI = component.find("workspace"); workspaceAPI.getFocusedTabInfo().then(function(response) { ...
0
votes
0answers
17 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 ...
0
votes
1answer
38 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="...
0
votes
2answers
41 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 ...
-4
votes
1answer
100 views

Salesforce Snapin Survey

Is there anyway to implement post chat survey in salesforce Snap-in chat? Thanks for your thoughts and answers.
0
votes
1answer
48 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?
0
votes
0answers
41 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 ...
5
votes
0answers
60 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 ...
0
votes
0answers
68 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 ...
1
vote
0answers
31 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 ...
1
vote
0answers
52 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 ...
0
votes
0answers
34 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 ...
0
votes
1answer
234 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 ...
0
votes
0answers
35 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/...
0
votes
1answer
273 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 ...
2
votes
2answers
675 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 ...
1
vote
0answers
47 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 ...
0
votes
0answers
311 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 ...
0
votes
0answers
40 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 ...
0
votes
1answer
28 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 ...
0
votes
0answers
19 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 ...
0
votes
0answers
24 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....
0
votes
0answers
24 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 ...
0
votes
0answers
15 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 ...
0
votes
0answers
20 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 ...
1
vote
1answer
67 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 (...
1
vote
0answers
85 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
vote
0answers
93 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, ...
0
votes
1answer
127 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"?
0
votes
1answer
194 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-...
0
votes
1answer
267 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 ...
1
vote
0answers
48 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
vote
0answers
39 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....
0
votes
0answers
28 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.
4
votes
2answers
561 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....
2
votes
2answers
460 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 ...
1
vote
1answer
56 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('...
0
votes
1answer
156 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 ...