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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12
votes
1answer
13k views

How to setup pre-chat form in HTML to embed in customer website?

I am setting up a Live Agent for my customer and I am very new to Salesforce. I able to setup a chat button upon clicking it will launch chat window. Now I wanted to have pre-chat window, I search ...
9
votes
1answer
2k views

Is it possible to upsert Prechat data in a custom Lightning Snap-in?

Here are some related links: Custom Pre-Chat Component Sample Using Aura Custom Pre-Chat Component Sample Using JavaScript Find and Create Records Pre-Chat API Code Sample Based on link 3, it seems ...
8
votes
1answer
3k views

Live Agent, What is the correct syntax to create a case from the pre-chat form?

I am trying to create a case once the visitor submits the pre-chat form but is not working, the record is not created. I managed to get it working using the deployment API but not from the pre-chat ...
7
votes
1answer
3k views

Live Agent- Pre-Chat

I am not able to create/find record using the Pre-Chat Api tags...Any help you guys can give will be appreciated. Here is a snippet of the code: <apex:outputPanel id="prechatFormPanel"> <...
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
votes
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
votes
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
votes
1answer
2k views

Quick Text functionality

I am trying to set up the Quick Text, this feature goes along with the Live Agent but in order to get we need to get the "new" Developer Edition version as of 14 June 2012. My issue is that I have ...
5
votes
1answer
732 views

Possible to determine Liveagent API endpoint host programmatically?

When you create a Liveagent Deployment in the UI, you are presented with a script snippet to paste into the page where you will deploy Liveagent; the first line includes a reference to the liveagent ...
5
votes
1answer
618 views

Is it possible to configure a fall back queue (button) in Live Agent (Native)?

I have going through the documentation and can't find any clear information on setting up a fa ll back queue. Example: In a French support page, if no French agents are available to chat and English ...
5
votes
1answer
1k views

first error: FIELD_INTEGRITY_EXCEPTION, field integrity exception: []

Following insert statement on PendingServiceRouting object is failing with this error : System.DmlException: Insert failed. First exception on row 0; first error: FIELD_INTEGRITY_EXCEPTION, field ...
5
votes
1answer
1k views

Live agent chat in bottom corner of page, not popup

We're implementing a Salesforce LiveAgent chat for a customer, and they want the chat to appear in the bottom right corner of the page, in a layer, not a popup. My question is: is this even possible ...
5
votes
1answer
1k views

Live Agent: bug with <liveAgent:clientChatQueuePosition />?

Has anyone got <liveAgent:clientChatQueuePosition /> to work correctly with Live Agent in a custom chat page? I was trying to do this, and I could not get it to show the queue position. After ...
5
votes
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
votes
1answer
2k views

How to use the preChatinit method from the Live Agent API?

I am trying to get the details passed from the deployment API into the pre-chat form so that I can store some of them on fields in the record that gets automatically created. The problem is that I don'...
5
votes
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
votes
2answers
4k views

Is it possible read/write settings of embedded_svc in lightning component of preChat snap-in?

I would like to create two buttons on Snap-ins pre-chat form to route customer to different support departments. According to documentation we can control the agent routing with embedded_svc.settings....
4
votes
1answer
15k views

Automatically associate chat transcript to case and account

We're using the service cloud console and live agent chat. We have chosen not to automatically create a new case for every inbound chat request (So Deployment API and pre-chat API are probably not in ...
4
votes
2answers
2k views

Preventing multiple LiveAgent chat windows from being opened

I've been looking through the Live Agent Developer's Guide without much success in trying to determine if there is a way to determine if a visitor is currently engaged in a Live Agent chat, and if so ...
4
votes
2answers
3k 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 ...
4
votes
1answer
1k views

Locker Service for Communities blocks any attempts to include Salesforce Live Agent. Is this a bug?

I am leaning on my friends at Salesforce Stack for a very important question that I have spent a great deal of time on over the past few weeks. Warning: This is a long one, please grab yourself a ...
4
votes
1answer
1k views

400 Request is not a valid ChasitorInit - live agent rest api

Hi i'm trying to reach this endpoint with live agent rest api https://d.la1-c1-frf.salesforceliveagent.com/chat/rest/Chasitor/ChasitorInit Then got 400 Request is not a valid ChasitorInit Here is my ...
4
votes
1answer
1k views

Is there any way to get access to Live Agent status?

The LiveAgent Supervisor Tab makes has access to a streaming API that updates as agents come on and offline. However, I haven't been able to find any documented APIs that allow for this. I'm working ...
4
votes
1answer
608 views

What is the Integration Toolkit use case? Can I use it to watch for Live Agent chat events like Chat End?

https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/ I am confused about the usecase of this. Can I use this on the page to invoke some functions on parent end to ...
4
votes
3answers
3k views

Live Agent Case creation from Pre Chat

I try to create a case as soon as I accept the chat. The case record type should be picked from the guest user profile which I mentioned only one, but in console the case gets created with the default ...
4
votes
1answer
909 views

LiveAgent.startChat(): wrong redirecting

<apex:page docType="html-5.0" showHeader="false" cache="true" > <head> Redirecting to the Liveagent chat Page </head> <div id="liveagent_invite_button_5732500000XXXXX" style='...
4
votes
2answers
625 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, ...
4
votes
1answer
224 views

Create Pre Chat Records using Live Agent Mobile SDK

I'm trying to implement a native Android app using the Live Agent Android SDK, however I was unable to find how to create records using the API provided in the SDK. I want to implement something ...
4
votes
2answers
3k views

adding live agent user photo on chat window

I want to have the photo of the live agent who has accepted to chat .His photo should appear on the chat window of visitor. I tried using "Chat Window Branding Image", i think its good for displaying ...
4
votes
2answers
2k views

Live Agent for Service Cloud Console Problems

We have rolled out Live Agent for Service Cloud Console and are having some intermittent problems. Sometimes we will get an "insufficient privileges" error upon accepting a chat. Other times a chat ...
4
votes
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
votes
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
votes
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
votes
1answer
3k views

LiveAgent Availability Check?

I'm trying to check availability for a LiveAgent deployment/button. Which seems to be quite undocumented. I can GET /rest/System/MultiNoun.jsonp?nouns=Settings&Settings.prefix=Visitor&...
3
votes
3answers
1k views

Debug Live Agent

We are developing a custom prechat page for Live Agent. It is working exactly how we think it should, with one major exception: it is NOT creating a Case when the chat is accepted. My question is ...
3
votes
2answers
1k views

Is it possible to create the SkillUser object from apex

We are using Live Agents for a service implementation, but due to implementation decisions made, cant use Profiles to assign Skills for the Live Agents, and need to assign individual users to their ...
3
votes
2answers
2k views

Affinity token missing from SessionId call

I've recently tried using the Live Agent Rest API and I am unable to even establish a session. I'm following the official online documentation, and according to it when I do the initial SessionId call,...
3
votes
2answers
4k views

Any way to get the current wait time in a chat queue?

I have been reading all the documentation and have yet to really find an answer to this question: Is there any way to get the current wait time in a live agent chat queue? From what I was reading ...
3
votes
1answer
197 views

Live Agent Geo-location feature

Has anyone implemented a way to prevent users from initiating a chat if a visitor is coming from a country where customer has no presence using geo-location within live agent. Are their any best ...
3
votes
1answer
980 views

Way to open Pre-chat form window in the centre of the parent browser screen

when the Agents are online and visitor clicks to engage an agent. If pre-chat form is configured, then it has the tendency to launch on top-left corner of the browser window. I am trying to explore ...
3
votes
2answers
4k views

Liveagent: Possible to use Custom Chat Window without creating a Force.com Site?

From the Chat Button edit screen (Setup->Customize->Live Agent->Chat Buttons & Invitations): Note that "Custom Chat Page" does not have an input box. If I set up a Force.com Site, I get the ...
3
votes
1answer
531 views

Pass Value from Live agent to Prechat form

I am trying to pass value from HTML page(place where button code and deployment code is placed) to prechat form using `liveagent.addCustomDetail('test','Test Value')` process. but when I try to get ...
3
votes
1answer
1k views

Facebook for Business Messenger with Salesforce Live Message?

I see references to the standard Facebook messenger but, nothing with Facebook for Business. I know nothing about Facebook for Business, so is it the same integration configuration? The company I am ...
3
votes
1answer
1k views

LiveAgent auto create new custom object

On the configuration for LiveAgent in the service console, you can have it automatically create a new case, a new account, a new lead, etc. Salesforce has really come a long way with this product. ...
3
votes
2answers
2k views

Create lead if contact does not exist live agent

I was able to create lead if contact does not exist, but hidden fields are not getting mapped: Can anybody advise on how to achieve this? Below is Prechat page: <apex:page showHeader="false" ...
3
votes
1answer
1k views

Change Case Owner and Live Agent

Is there a way to change the case owner to the person who is accepting the chat in live agent. The scenario is that the user raises a case and then he gets an option to chat with support. The case ...
3
votes
2answers
3k views

live Agent chat window not popping up

When receiving chats, the case is automatically created in SFDC but my chat\reply window (see screenshot live agent 4) does not pop up any more…(crashes)? see screenshots attached, same in IE and ...
3
votes
2answers
2k views

Winter '16 Community Builder, Live Agent and Content Security Policy issues

Because of the Content Security Policy set when using Lightning components there I haven't found a way to include a Live Agent deployment as part of a Community built using the Winter '16 Community ...
3
votes
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....

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