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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10 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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1answer
850 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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13 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
48 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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4 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
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
31 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
41 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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13 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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1answer
543 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. ...
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1answer
769 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
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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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
18 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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1answer
521 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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2answers
388 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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1answer
662 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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1answer
615 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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20 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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17 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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1answer
401 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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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
498 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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21 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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0answers
42 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
1k 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
941 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
572 views

How to manage Live Agent Chat Session at visiter End?

I Configure Chat Button in Live Agent(SelesForce). That Chat button integrated with all pages in my website. Problem Now, When I Reload my page or go to next page new chat session will be created ...
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2answers
613 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, ...
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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 ...
2
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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
926 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
831 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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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 ...
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1answer
294 views

What is the purpose of embedded_svc.settings.displayHelpButton = false on salesforce communities?

What is the purpose of embedded_svc.settings.displayHelpButton = false on salesforce communities? Is there a way to create a custom help button that initiates an embedded service chat session? I ...
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1answer
460 views

Issues with the Live Agent Queue

I'm attempting to use the chat queue position as noted below, but all I'm getting is the text in testing, even when all agents are at capacity. I imagine it's something simple, but any help would be ...
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1answer
556 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
18 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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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
817 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 ...
2
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1answer
767 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 ...
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0answers
12 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
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1answer
46 views

Unable to fill Date/Time field via Live Agent REST API

I have implemented an application that connects to SF Live Agent via it's REST API (https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/) In order to initialize a ...
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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3answers
2k views

Live Agent Pre Chat API: custom checkbox field

I am trying to use a pre-chat form to create a Case, and set a custom checkbox field on the Case object. The name of the field is JJ_Anonymous__c. Here are the important lines in the pre-chat form: ...
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0answers
10 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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1answer
806 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 ...
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2answers
2k 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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2answers
636 views

Salesforce Snapin Survey

Is there anyway to implement post chat survey in salesforce Snap-in chat? Thanks for your thoughts and answers.
2
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1answer
702 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-...

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