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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2
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2answers
1k views

Live Agent Queue Position - hide clientChatQueuePosition in custom chat page when no users are in queue

In Salesforce Live Agent, I have built a custom chat page so I can display the number of customers in the queue that are ahead of the current user while they are waiting for an agent to pick up the ...
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1answer
1k views

Using External Script and Styles in Snap ins Community

When you add the Snap-ins component to your Community page, you get this window. I see that you can add External Scripts and External Styles. Is it possible to add scripts and styles that customize ...
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1answer
541 views

Error 500 when using Live Agent REST API with prechatDetails

Hello I am developing an iOS app allowing to chat with a service agent using live agent. The app is using Live Agent REST API. Everything was working fine till I added prechatDetails to the ...
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0answers
18 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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1answer
911 views

Get Pre chat data in Einstein Bots

I have a bot deployed using Embedded Service. I'm following Einstein Bots Developer Cookbook. In my PreChat form, I'm getting customer Name, which I want to use while greeting. I have added below ...
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1answer
694 views

How to create Live Agent Chat Invitation with REST API

We need some guidance with the Live Agent REST API Chat Invitation. We scoured the REST API documentation but found nothing to guide us with implementing the chat invitation (Only info for Deployment ...
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4answers
5k views

Live agent chat without popup window

Is it possible to start the chat but without opening new window? I would like to have the chat inside a div on existing page. I don't want pre chat forms or anything like that. Just start the chat ...
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2answers
1k views

Einstein Bots - training

I'm working on a developer org and trying out the Einstein Bots feature for a possible implementation in a Sandbox/Prod environment. I create the dialogs and add the Einstein Intent phrases, but when ...
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1answer
504 views

liveagent.startChatWithWindow with userId ignore 'Custom Chat Page' and open default chat

When liveagent chat is started by liveagent.startChatWithWindow without specifying userId - Custom Chat Page is used (ok), but when userId is specified - Custom Chat Page is ignored and default chat ...
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1answer
523 views

Live agent (Chat) error in script on external website

Implementing live agent embedded service code snippet and when testing through google tag manager we inject the HTML portion for the embedded service snippet through the following javascript code: ...
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0answers
16 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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1answer
2k views

How to check live agent availability from apex?

I've been using JavaScript to check live agents availability for a while now and it was working fine until a recent change of requirements. This is what I currently do: if (!window._laq) { window....
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1answer
369 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" ...
3
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1answer
983 views

Live Agent: set Case Record Type in PreChat doesn't work

I am trying to set some data in the PreChat of LiveAgent, and it works for every detail, except for the caseRecordType: <form method="post" id="prechatForm"> <label for="...
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1answer
1k views

liveagent.init callback function

I am trying to setup liveagent but am running into an issue with starting the chat. We have a form that the user enters information about themselves, and then a button to begin the chat. I use the ...
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2answers
1k views

Live agent chat inside a modal or iframe

I am currently trying: onclick="liveagent.startChatWithWindow('XXXXXXXXXXX' , 'salesforceChat')" src="XXXXXXXXXXXX" /> with the SalesForce <img /> snippet. I am referencing an iframe whose id ...
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0answers
45 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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2answers
1k 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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1answer
621 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, ...
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0answers
20 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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0answers
17 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 ...
0
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1answer
855 views

Is there any way get the customer chat window in the same window. rather it open in different window .like i want like live agent popup

I want customer chat in the same window rather it open in new window .I don't want to open in separate window it will happen in same window . like popup chat window
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0answers
16 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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1answer
955 views

I am not able to add the url of my community page to chat with customers section in service console

I am trying to implement chatbot on my community page so when i am trying to add the url into service console's chat with customer section, but it says "Origins may not contain paths or queries, since ...
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1answer
1k views

How to display picklist values using HTML in visualforce page?

I need to display all the picklist values from the case object using the HTML syntax in visualforce page. <script type='text/javascript' src='https://c.la1-c1cs-frf.salesforceliveagent.com/content/...
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1answer
739 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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0answers
23 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 ...
3
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1answer
1k views

Live Agent REST and CORS

I am trying to create a chat client using the SalesForce Live Agent REST API but I am running into an issue with CORS. Does the REST API support JSONP, if so do you have some examples, if not then ...
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0answers
8 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. ...
2
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1answer
881 views

Customer Sending an Attachment Live Agent with REST API

I'm trying to integrate my apps with salesforce Live Agent through REST API. I already read the Guide here (https://resources.docs.salesforce.com/212/latest/en-us/sfdc/pdf/live_agent_rest.pdf), but I ...
3
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1answer
103 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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1answer
822 views

Omni-Channel Beta: Pop Case using Pre-Chat form

Currently we have a Pre-Chat form that was working with just live agent but is not longer working when we enable omni-channel. The Pre-Chat form lookup up an Account, Product, and then associated the ...
2
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1answer
724 views

Liveagent: how to pass a variable through chat

An Operator is chatting with a client, Alfredo. In order to be contacted again by the same user the Operator needs to pass his ID throught the chat. If he simply passes his ID http://site-visible-...
4
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2answers
4k views

Embedded Service Chat component in community - using “Snippet Settings File” javascript to override pre-chat file is not working

I am using chat (what was called live agent) and I am using the client side inside a Salesforce community - As explained here. I am doing that with the Embedded Service Chat component in the ...
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0answers
24 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 ...
3
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1answer
2k 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 ...
3
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1answer
927 views

Custom Visualforce page displaying items from “Chat Details” page with other custom content

As the chat details page in Live Agent chats is not editable I would like to create a custom page to display the fields from this page, with additional items, ideally too I would like this tab to be ...
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0answers
68 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 ...
2
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1answer
874 views

Live Agent Credit Card Question - Two Part

I am trying to accomplish two things with live agent that shouldn't be TOO difficult but I can't find the solution anywhere... We want to be able to accept credit cards, so we need live agent to NOT ...
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0answers
23 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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2answers
54 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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0answers
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?
3
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1answer
2k views

Transferring a live chat to another agent doesn't show all the records from creation

Scenario: We are using the Deployment API to do a findOrCreate on a form and we successfully initiate a chat and either find or created two different records from two different Salesforce objects. ...
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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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0answers
35 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 ...
7
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1answer
550 views

Chat persistence in Live Agent

The Live Agent code is hosted in a specific page of the website. When the user goes/navigates to other page or refreshes the page, all the chat data is lost. The chat window shows "Start Chat" button. ...
0
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1answer
954 views

Einstein Bot - Queuing enabled on button level but “Transfer to Agent” dialog is giving NO AGENT available message

My use case is: Omni Channel Queue based routing enabled. Presence Configuration capacity:1 Bot enabled and configured Snap-in deployment in use Chat Button level "Enable Queue" is checked and "...
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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 ...
2
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2answers
497 views

Is it possible to enable chatbot/liveagent for internal users?

I would like to enable chatbot for internal users, but i don't think there is an option out of the box that allow me to do that. How can I show the chat button in the salesforce org?
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0answers
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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