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.
481
questions
0
votes
0answers
14 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 ...
0
votes
0answers
10 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 ...
0
votes
0answers
19 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,...
0
votes
0answers
13 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 ...
0
votes
0answers
19 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 ...
3
votes
0answers
37 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....
1
vote
0answers
38 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 ...
0
votes
1answer
16 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 ...
0
votes
0answers
12 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 ...
0
votes
0answers
17 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....
0
votes
0answers
8 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 ...
0
votes
0answers
8 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 ...
0
votes
0answers
21 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 ...
2
votes
0answers
106 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 ...
0
votes
0answers
36 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 ...
0
votes
1answer
268 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 ...
0
votes
0answers
128 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" ...
0
votes
0answers
165 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 ...
0
votes
0answers
74 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 ...
0
votes
0answers
29 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?
0
votes
1answer
328 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 ...
0
votes
1answer
164 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 ...
0
votes
1answer
76 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 ...
1
vote
0answers
38 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 ...
0
votes
0answers
49 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.
0
votes
0answers
30 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 ...
0
votes
0answers
160 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 ...
0
votes
0answers
38 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, ...
0
votes
0answers
36 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 ...
0
votes
1answer
250 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 ...
0
votes
1answer
33 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 ...
0
votes
0answers
221 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" ...
0
votes
1answer
228 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 ...
0
votes
1answer
340 views
Live Chat: What is the difference between Queue Size Per Agent and Capacity?
We use Live Chat for one of our communities. Today some of our business users said they were no longer able to open more than 2 chats simultaneously, whereas they swear they could (before today) open ...
1
vote
0answers
289 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 ...
0
votes
1answer
103 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 ...
0
votes
1answer
86 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?
1
vote
1answer
341 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 ...
0
votes
0answers
64 views
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 ...
0
votes
0answers
67 views
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.
As you ...
0
votes
0answers
51 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 ...
1
vote
1answer
211 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 ...
0
votes
1answer
33 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 ...
0
votes
0answers
17 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 ...
0
votes
0answers
23 views
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 ...
0
votes
1answer
262 views
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/...
0
votes
1answer
217 views
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 ...
0
votes
0answers
24 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: ...
0
votes
0answers
15 views
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....
2
votes
1answer
184 views
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 ...
