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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9 views

Chat ConversationEntry is empty

Our task is to display past messages inside each new chat. As far as I understand, this cannot be displayed in a standard chat, so we made our own UI (Custom UI). Each time the user starts the chat ...
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14 views

Post chat Feedback (Survey) doesn't work

In my trailhead developer org I have build a community with live chat using below trailhead module (https://trailhead.salesforce.com/content/learn/projects/build-a-community-with-knowledge-and-chat), ...
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34 views

Skill based routing from Einstein bot

We're trying to route bot conversations to skill-based queues (the key issue here is "bot"). Here's what we want to do: The visitor enters a dialog with an Einstein bot (no request type is ...
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19 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
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16 views

Survey in LiveAgent chat

I need to build a post-chat survey (avoiding the feedback license), and so far we've been able to (a) define a Community page in the Invitation, (b) trigger the creation of an SurveyInvitation and ...
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15 views

Prevent Agent from ending chat session

Is there a way to prevent an agent from ending a chat session? Use Case: Agent is chatting with customer in Live Chat, and hits the end chat button. There are fields on the case object that the ...
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20 views

How to handle live agent custom events through the native chat-core sdk's

We are integrating an instant chat with live agents in a React Native application, utilising the native chat-core sdk's for both Android and iOS. The plan is to route customers through the same setup ...
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7 views

liveAgent:clientChatFileTransfer is creating attachments not Files

We are in process of migrating to Lightning experience, as part of it, we were doing impact analysis of all the places where attachments are being used and one such entity is Live agent chat window. ...
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21 views

Live agent button - Can we change the default label 'Chat with and expert' from salesforce Setup?

We can change the label of the live agent by using the following code: embedded_svc.settings.defaultMinimizedText = "Let's talk"; We want to know if it's possible to change this text on ...
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61 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 ...
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20 views

How to show username instead of Contact Name in LiveChat?

I'm implementing live chat in an external web page. The user is already logged in with an username, and I want LiveChat to use it for the greeting. But if I pass it either to the embedded_svc.settings....
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8 views

Set or redirect chat to specific agent - SDK for Android/iOS

Is it possible to set or redirect the chat to a specific live agent while using the SDK for Android/iOS?
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1answer
39 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 ...
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53 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 ...
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31 views

Additional branding - Salesforce live chat when using app SDK (customising labels)

Within an embedded service deployment, it's possible to change certain text that appears in the live chat front-end button widget within the Salesforce UI as follows: These elements appear to update ...
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22 views

Clear data from SalesForceChat

I'm using SalesForce Lightning Chat ESW version 5.0 When a user logs out from our site we want to clear all active chat sessions for that user. Our implementation is basically: When the user logs out,...
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27 views

How can I capture the URL of the landing page a chat visitor entered our site through?

We have added the Salesforce Embedded Service Chat Deployment to one of our websites. The majority of the traffic to this site is coming from Google Ads paid search. If a user chats with us, I'd like ...
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44 views

Auto Popup live chat option

For one of my clients, I'm implementing live chat with the Einstein Chatbot. I'm want to auto open the chat option with some predefined text like Need any help Currently, all the users have to click ...
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1answer
101 views

Package a custom field on LiveChatTranscript object using 2gp

We are creating an AppExchange application where we need to package a custom field on the LiveChatTranscript object. While creating a 2GP package, we are getting an error: LiveChatTranscript....
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51 views

Huge number of missed chats

My org runs an embedded service deployment for live chat. We're seeing enormous numbers of missed chats (thousands per month) and we're struggling to understand why. Missed chats are also being ...
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1answer
19 views

How can a user select the language for the webchat?

I'm creating a webchat for a Canadian company. They want the ability for the user to select (in pre-chat) the language: either French or English. Once the user selects the language, he/she can fill in ...
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14 views

How to report how many times chat switched into offline support mode

For staffing purposes, we need to know how many times a day our embedded service deployment for chat switches to offline mode. Currently, to be able to chat with an agent, there must be at least one ...
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21 views

Lookup of existing records fails when using a language other than english in embedded service settings snippet

I'm running into an issue with the use of the embedded service settings snippet. It works fine when I do the following with the embedded_svc.settings.language = 'en' embedded_svc.settings....
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16 views

Can Partner Reps Receive Live Agent Chats in a Community?

I've set up live agent for my community, but we want our partner community reps to be the ones to receive the incoming web chat requests in the community (we outsource some of our customer service to ...
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14 views

Show data sent using live agent rest api

I'm writing a code that does Live agent integration with an external system using express js. The integration is working awesome. Here my external system is a python based chatbot. I do some bot chat ...
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26 views

How to match Embedded LiveChat session with contact

The usecase what I try to implement is to match the current embedded live chat session with a contact or a case. What I get in the embedded live chat api is the liveAgentSessionKey. Is there any way ...
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198 views

Live Agent REST API Daily Limits

We are planning to use LiveAgent REST APIs from an external Application. Details of APIs are available in below link: https://help.salesforce.com/articleView?id=000331168&type=1&mode=1 The ...
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47 views

Determine if embedded service chat invitation is displayed to the user

We are looking to implement Embedded Service Chat on our site. One of the business requirement for chat invitation is that it should only be shown twice in a session and not more than that. Since the ...
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1answer
525 views

Omni Channel Queue Based Routing - Chat Button

I want to understand how the following scenario works with Chat Transcript and Omni Channel. I have a Routing Configuration, with multiple Queues - all related to the same Chat object. Which of the ...
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213 views

how to do designing for snap-in chat for Custom Pre-Chat custom Component Using Aura

Below is my pre-chat form I want result like that below is my Custom Pre-Chat Component Code Using Aura --- Component Code <aura:component implements="lightningsnapin:prechatUI" ...
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407 views

Unable to configure survey in post-chat settings

I'm a new developer to the salesforce environment. I'm working on Live web chat configuration in service cloud and was asked to provide survey link at the end of chat. I'm trying to use a survey link ...
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140 views

How to change the status of the omni-channel chat agent to busy when the agent ends the chat or the user end the chat on the front end?

Is this possible to do ? I am attaching images below. I want the above status to change busy when the agent clicks on end chat (image below). Or when the user ends the chat on the front end by ...
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33 views

How to update LiveAgent Response When No Agents Are Available?

When No Agents Are Available, is there a way to configure the message that is sent to the users?
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1answer
694 views

Browser notifications for omni channel chats in Lightning Experience

Is this possible using settings available in the UI or does this require a custom component to be created? I imagine many have this issue, whereby unless the service agent spends all their time in the ...
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1answer
269 views

Chat (LiveAgent) Customize Response When No Agents Are Available

I am looking to update the message that is delivered to users when no agents are available to chat. I am stumped where the messages are being set. I have checked: quick message $Label.site custom ...
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1answer
81 views

How to get the returned value of a function called from settimeout

I have live agent set up and I am trying to set an alert on the agent side when a customer does not reply to his messages after a certain interval of time Here is how I am trying to achieve (All these ...
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55 views

Capture UTM parameters in Salesforce with live chat

I need a way to capture UTM parameters and create as lead in Salesforce with live chat. Ex, if user started live chat or live agent and enquired somthing then I need to create a lead with UTM ...
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56 views

Prepopulating the prechat fields in chat window for loggedin user in salesforce

How can we prepopulate the fields for the prechat fields in the chat window for embedded sevice deployments to pass the values to live agent for the logged in user.
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48 views

User to User live agent chat - no need for case or contact

I have a question regarding the use of the live agent REST api. I want to create an internal chat between employees. This differs from the classic scenario where a customer is initiating the chat, and ...
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305 views

Use advanced skill-based routing for chat

I am using chat with OmniChannel I have routing requirements that are much more than the queue-based routing So I am trying to implement skill-based routing On the basic skill-based routing if a ...
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66 views

Live Agent - Pre-Chat - Preselect Contact or Show Search Results

When the user enters their information into the pre-chat form and clicks the Start Chat button, I want to: Look them up in Contacts and return the most specific matches I can find based on Email, ...
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63 views

Adding a Time Out for live agent chat request

We have a requirement to end a live chat automatically if an agent does not accept or decline the request within 5 minutes. Following this thread : Live agent chat idle session 10 mins , I have tried ...
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1answer
444 views

Custom OmniChannel Routing using Apex

I have a requirement where we want to route customers by prioritising the owner or Sales Team of a matched contact/lead for Chat. As far as I can tell, I can't achieve this using standard Queue-based ...
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1answer
36 views

JS Remoting cannot access contacts

I've read all the documentation I could find, and tried several variations of code, but nothing has produced results. I'm working on a pre-chat form for Live Chat, and what I want to do is search all ...
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1answer
356 views

chat embedded_svc.settings.fallbackRouting not working

I am trying to implement a fallback routing mechanism for my chat implementation with skills routing. I am putting my chat snippet in a VisualForce page: <apex:page showheader="false" ...
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1answer
353 views

How do I add a terms and conditions checkbox to the pre-chat form for Salesforce Live Chat?

We have used the embed code from the embedded service deployment to successfully run Live Chat on our website. We also have been able to pre-populate the pre-chat form fields. However, we'd like to ...
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427 views

Routing Chats created in live chat omni-channel skill based routing

We are trying to implement Live Chat into our Salesforce environment using the sales use case rather than the service use case being the creation of leads. For this we have set up a pre-chat form in ...
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1answer
233 views

How to fetch Contact and Case data with LiveChatTranscript using SOQL Lookup relationship

I have Contact and Case relationship mapped to LiveChatTranscript through ContactId and CaseId like the following: I need to fetch LiveChatTranscript data along with Contact and Case in a single ...
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1answer
185 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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1answer
427 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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