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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7
votes
1answer
245 views

Live Agent Supervisor alert

Our requirement is to provide an alert message for Supervisors in Live Agent when agent is not responding to a customer for specific period of time. Is there any standard or customized way to this ? ...
7
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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. ...
6
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0answers
198 views

Lack of CaseId on LiveChatTranscript

TL;DR: For some LiveChatTranscript records, CaseId is empty although standard Salesforce functionality is used and Case is created before Chat is ended. Although this problem was already mentioned ...
5
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0answers
251 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 ...
5
votes
1answer
499 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 ...
5
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0answers
1k views

Is there any timeout for Liveagent Chat Requests when using Choice routing?

Per the docs, a Liveagent Chat button/link can be configured to route chat requests to agents using one of three methods: Choice, Least Active, and Most Available. Least Active and Most Available ...
4
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0answers
837 views

Live agent disconnection of a chat

3 weeks ago I deployed Live agent in a Salesforce org. Since then, everyday, all day long, there are about 5 agents in the console waiting for someone's chat contact. Recently, we have been starting ...
4
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0answers
804 views

Implementing a pre-chat form with Live Agent and Community Builder

Is there any documentation (or any standard way) to create a pre-chat form for Live Agent if we are using the Napili template in Community Builder? I was able to get the pre-chat button working ...
4
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0answers
1k views

add dynamic values in liveagent.addCustomDetail('name',name)..?

I want pass some custom details filled on html page to pre chat form by live agent addCustomDetails method. This should be written before iveagent.init method otherwise it gives error: Uncaught Error: ...
3
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0answers
42 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....
3
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0answers
55 views

Live Chat API: Any guarantee of initial /Messages entry?

When long-polling the Live Chat API /Messages endpoint, the docs indicate that all messages sent between agent/chat visitor are returned in order, from a list of possible Message types. After looking ...
3
votes
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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0answers
451 views

Multilingual Snap-ins Chat in Lightning Community

We recently internationalized our napili template lightning community using translation workbench and community languages. It's been mostly very smooth but we've hit a snag with our Live Agent support....
3
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0answers
122 views

Live Agent for Mobile App built using Non SFDC SDK

Can i customize UI for Chat window in Live Agent in mobile app that has been built using non Salesforce SDK. Hybrid Mobile App will have API built for integrating with Salesforce Platform.
3
votes
1answer
943 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="...
3
votes
1answer
522 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 ...
3
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0answers
457 views

How to retain sessionId within Live Agent

We're implementing a Salesforce LiveAgent chat for our website, and we want the chat to appear in the bottom right corner of the page, not a popup. My question is: is this even possible while ...
3
votes
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 ...
3
votes
0answers
266 views

Custom TAB in Live Agent Console

i have this question: My prechat use liveagent.findOrCreate method to create a 'Info' tab related to my generated transcript. Info is created on a SessionKey and contains fields updated by customer ...
3
votes
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. ...
3
votes
1answer
921 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 ...
3
votes
1answer
589 views

LiveAgent - StartChatWithWindow: wrong Chat Page

I have set up a Live Agent. Suppose a chat has begun between a client and the operator. At the end of this chat the operator ha the chance to give to the client a link that he can use in another ...
2
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0answers
153 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 ...
2
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1answer
207 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 ...
2
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0answers
395 views

Content Security Policy in Embedded Service's Post-chat VF page

Hi Salesforce community! I have set up an embedded service with a Post-chat page, which is overriden by a simple Visualforce page. The VF page code is very simple: <apex:page showHeader="false"&...
2
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0answers
27 views

How to disable “text-transform: capitalization” for embedded service chat button label on community?

Does anybody know how to disable "text-transform: capitalization" for embedded service chat button label on community?
2
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0answers
589 views

Einstein Bot not able to transfer chat to No Agent flow

As per the new release of Salesforce Winter ’20 for einstein bot in the service cloud Reference: link We have the new feature enabled which is based on the agent's availability i.e. when the user ...
2
votes
1answer
240 views

LiveAgent giving 503 error

Banging my head against a wall here. I have enabled LiveAgent in my service cloud app. I have added a CORS setting I have added the button to my website Button is showing 'Chat with an expert' which ...
2
votes
2answers
397 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?
2
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0answers
218 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, ...
2
votes
1answer
773 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 ...
2
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0answers
2k views

Using Snap-In chat in public community with Direct-to-Button routing

I am currently trying to implement Direct-to-Button routing for Snap-In chat. Implementing this in JavaScript is detailed here: https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/...
2
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0answers
188 views

Can the Live Agent REST API be used server-side to manage multiple chat sessions at the same time?

I'd like to build a server side integration with the Live Agent Rest API that allows me to forward messages from multiple users to the live agents, but it seems to be that REST API is built to be used ...
2
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0answers
451 views

Disabling pre-chat programmatically for snap-in chat

I am trying to integrate snap-in chat into our corporate website, and there are two use-cases that I am trying to support: Enable pre-chat when visitor hasn't login/created-account with us Disable ...
2
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0answers
224 views

Live Agent chat persistence while user navigates through the website

Live agent is integrated in my project on the bottom of the screen. When I click "Start chat" button, it loads an iframe with the chat content within it: The problem is: When I navigate through the ...
2
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0answers
683 views

Why is my Live Agent automated chat invitation not appearing?

Here's my code: <div id="liveagent_invite_button_5733B00000000DZ" style="display: none; position: fixed; border: 2px solid darkblue; border-...
2
votes
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 ...
2
votes
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 ...
2
votes
0answers
70 views

How to route to Specific live agent based on Location

How can I route the chat to a live agent based on Location? Is there any standard function I can use? Is it possible through code? If yes, then How? Thanks.
2
votes
1answer
112 views

Live Agent “update” tag

In prechat Form I am passing the "emailID check" then want to update the related FirstName or LastName in case it is different. Do we have any tag such as "liveagent.prechat.update:Contact", I have ...
2
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0answers
731 views

How to select picklist value based on an apex:inputField

In my LiveAgent prechat form I have a picklist for Department that has a Chat Button ID assigned to each value with a fallback button. <td> <span class="chatFormLabel">Department:</...
2
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0answers
129 views

Stop Automated chat invitation when a customer initiated a chat from standard chat button

How to stop invitation to pop up when customer is already chatting with Agent? Tried in below way but no luck <div id="liveagent_button_online" style="display: none; border: 0px none; " > ...
2
votes
0answers
517 views

Trigger event on Live Agent accept chat

I want to auto-assign a case to a user if the user accepts a live agent chat that has the case details attached to it in the pre-chat form, and the case isn't already assigned to an individual. I'm ...
2
votes
0answers
115 views

Live Agent, Correct syntax to create Account from the prechat form?

I tried to create the account whenever the visitor submits the Prechat form. My guess is that I am not using the correct syntax.I want to populate multiple fields and show the account to the agent ...
2
votes
0answers
91 views

Live agent dismisslabel usage

I want to use a URL which redirect customer when support agent was not available on chat. I have used dimiss label to close the chat. Is there any way to redirect customer through URL or can we ...
2
votes
0answers
675 views

Live agent chat window customization

I need to do some customization inside my live agent chat window and want to understand the possibilities I have chatAlertMessage having dismisslabel = CLOSE when agent was not available for a ...
2
votes
1answer
704 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-...
2
votes
0answers
694 views

How to show translated chat window?

I have created few chat buttons and set different language for each of them. However the language field for the button doesn't seem to do anything. Whichever button I try (German, Swedish or Finish) I ...
2
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0answers
767 views

How to take advantage of custom events in Live Agent?

I found that you can send, receive, and monitor custom events in Live Agent. This seems like it could have great applications, but I'm not sure what it could be used for. Does anyone have examples of ...
2
votes
1answer
853 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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