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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1answer
410 views

Salesforce Chat / Live Agent / Basic test isn't showing button

So I have followed the setup flow and hopefully configured the Live Agent Chat properly. I have copied the deployment code and the button code into a blank html file and loaded it into a browser. ...
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0answers
234 views

How to Transfer to a different Chat Button w/ Einstein Bots

I have a chat button on our main website. Right off the bat, the user interacts with our Einstein bot. If they want to talk w/ Support, we want to route the LiveChatTranscript record to a different ...
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1k views

Pre-Chat Form Fields to Automatically Populate in Embedded Service Deployment

Ive created an Embedded Service Deployment to add the Live Chat to my pages. I am able to add the chat to the page. I am trying to prepopulate some of the fields, so that when I embed it into a ...
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1answer
167 views

Automatically show Post chat feedback form after the chat ends

I want to display Feedback form automatically in the live chat window, once the User ends the chat. Currently, users need to click on the Feedback button to give feedback. Current: First Screen: ...
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1answer
832 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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55 views

Error while creating new case from chat transcript detail page

We are facing error when trying to create a New case from Chat Transcript detail page even for system administrators. Error : unable to find the what you are looking for, please contact system admin....
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1answer
1k views

Live Agent: Users current location (URL)

Is it possible to get the users current location (URL) they have started the chat from. To see where the user currently is. I am unable to find an example of this. We make use of Embedded Service ...
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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 ...
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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 ...
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1answer
532 views

Embedded Service Chat Standard Lightning Component popup

I've seen in the documentation that you can get pretty custom in creating your own chat lightning component. But this seems a bit excessive. There is standard component called Embedded Service Chat ...
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1answer
247 views

My sensitive data rules are not working in snap in chat

I'm using snap in chat and we need to mask credit card numbers for agents inside salesforce. For this reason I am trying to use sensitive data rules. Can any one please tell me how to use regular ...
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1answer
296 views

How can I use OAUTH on Salesforce Live Agent REST API

We want to use OAUTH - userid/password flow to access salesforce live agent rest API. We have implemented this for other rest api provided by salesforce. However the live agent rest api are wide open ...
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1answer
336 views

Live Agent Chat - Routing by Region

I'm trying to figure out the best solution here and haven't had much luck from what I can find online or from talking with Salesforce. We're using Live Agent embedded on our company website as our ...
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0answers
128 views

Live agent Prechat page is not populating Contact details on Case record in IE browser

I am using Prechat page to create Case record when salesforce user accepts the Chat. Its working fine in Chrome, but in IE it is not populating Contact details, it is not even getting logged in user ...
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1answer
152 views

How to prefill Case record with contact ID and Account ID from VF page using Live agent prechat form?

I have a VF Page Where community User (for example this user will have 3 contacts and 3 accounts, but only only for one contact community is enabled) will choose Account from drop-down list, based on ...
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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 ...
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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 ...
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1answer
1k views

Live Agent - Custom Pre-Chat From

I have created a Visualforce page with below details and have it linked on Chat Buttons & Invitations as custom Pre-Chat Form and Site for Resources. However when I click on the chat button it ...
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0answers
34 views

Salesforce Chat

I am trying to enable queuing for chats (embedded/snapins chat). I have setup a max queue to 4 (for testing). I don't see a way to stop accepting any new chat requests to be queued at a certain time (...
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1answer
45 views

How to get LiveAgent id

liveagent.showWhenOnline('5737F000000PCZJ', document.getElementById('btnId')); In the above code, 5737F000000PCZJ this Id has been used. Can anyone please explain what is this number and how can we ...
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0answers
112 views

Modify Live Agent Deployment Code

We have a Chat link that resides on our public website. We need to now have the customer opt in and agree to our Privacy policy before they can initiate the chat. So we created a webpage where the ...
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0answers
331 views

Is there a way to secure a live agent deployment?

I am working on putting a liveAgent deployment in our website, I basically got a javascript snippet like the one shared here: https://developer.salesforce.com/docs/atlas.en-us.live_agent_dev.meta/...
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0answers
129 views

Pre Chat Form with a Custom Chat Page

I am having an issue with my pre-chat form and my custom chat page in my live chat deployment. If I remove the pre chat page from this configuration I can go to my custom chat page but if I have both ...
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0answers
288 views

How can I get custom CSS to work with LiveAgent?

I need to add a custom message to the waiting page for Live Agent. I've designed a basic VisualForce page to use for testing. This page includes custom CSS. Well, really it's not custom CSS. I found ...
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1answer
369 views

Einstein bot & routing by skills

I am trying to configure the Einstein chat bot to route the customer to the right agent after choosing the department in a menu. Where do I configure this routing? Where in the bot do I say if the ...
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0answers
63 views

Integrate external live agent chat with Service Cloud Omni Feature

Salesforce service cloud has the Omni feature, like introduced in this video in the Salesforce youtube channel. How about if we have an existing external chat live agent, and we want to integrate it ...
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2answers
396 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
277 views

Custom Live Agent Chat Window on an external website

I want to know if it's possible to customize Live Agent Chat Window using visualforce, and it's to be deployed to an external website using the deployment code snippet. At the current stage, I have ...
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0answers
16 views

Live Agent : Incoming Request - Possibility to have another color, sound or blinking effect

is it possible in live agent when a new incoming request comes in to have the possibility to have some sound or blinking effect so that agent doesnt miss it.
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0answers
13 views

Live Agent - Automatic Routing of Incoming Request to other agent

is it possible in Live Agent: If an agent is not responding to the incoming new chat request within 60 seconds, to transfer the chat to another agent ? So that we dont keep the customer on waiting ...
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1answer
1k views

Salesforce Live Agent chat button not appearing after switching users with Live Agent feature license

The Chat to Agent button is not appearing on our website. It was working fine, then I changed the users who had the Live Agent feature license and also added them to the Permission Set; and now the ...
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1answer
346 views

File Transfer Button in Live Agent Not Working

We've suddenly started to see an issue in Live Agent where, if an agent requests a File Transfer, the button presented to the user to upload the file does nothing when clicked. It'll get the focus ...
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2answers
624 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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1answer
561 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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1answer
471 views

Omni Channel Skilled based routing

I have implemented the functionality defined here: https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_setup.htm&type=5 By default my service channel is LiveAgent. So, I ...
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1answer
125 views

C# Get SessionId returns affinity token empty (“”)

When im doing the GET request to get the affinityToken, its come empty {"key":"b99d9a87-c7db-4f5a-a20d-9419bb2d0ad0!1549978665283!x6db6+hNaLzITCEq9EcjFLyKAjw=","id":"b99d9a87-c7db-4f5a-a20d-...
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1answer
479 views

Does the Live Agent API really use Long Polling? [closed]

I see in this documentation: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_http_long_polling_loop.htm that the Live Agent API uses long ...
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1answer
349 views

How can I retrieve LiveAgent Settings from an org?

I am using ANT to retrieve settings from a production org. I have been successful using the package file below to get LiveChatDeployment and LiveChatButton settings. <?xml version="1.0" encoding="...
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2answers
785 views

Live Agent: Best Ways to Route by Account?

I am trying to route chats in Live Agent by the account owner or account owner team. For ex., if an authenticated user chats in from customers website, I want that chat to route directly to the ...
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2answers
646 views

Salesforce Snapin Survey

Is there anyway to implement post chat survey in salesforce Snap-in chat? Thanks for your thoughts and answers.
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2answers
931 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
390 views

Duplicate Message Observer On pulling messages from live agent server

I am accessing Salesforce Live Agent through REST API. I can create session and send messages from the client. for getting the messages from the server I set timer in client, and each 1.5 seconds I ...
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 ...
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0answers
304 views

Snap-ins Offline support

When the offline support is active in snap-ins setup and the user fill up the prechat form and finally click on submit, the message get displayed that case is created but in actual when I checked in ...
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0answers
115 views

Live Agent REST API Availability

I found the possibility to get the Availability of the Live Agent via REST API and it works fine. I noticed when I set a live agent on Online, it returns Availability: true. Nice, this is how I ...
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0answers
296 views

How to force a einstein bot snap-in to check if the user has logged in mid chat session

I have an Einstein Bot use case scenario where Users are supposed to start the chat session without a need to login to my salesforce site but later, depending on the confidentiality of the information ...
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1answer
2k views

Snap-Ins Custom Pre-Chat Component Using Aura and problem with contact matching

In some org we use Custom Pre-Chat Component(aura) to start chat on community. Here's the implemenation Component Code <aura:component implements="lightningsnapin:prechatUI" description="Sample ...
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1answer
2k views

chatbot transfer to live agent is showing me no agents are available

I've created a basic chat bot in salesforce and have a transfer to Agent option in it. Here my bot is working fine for all the conversation. but when I click on Transfer to Agent it gives me a message ...
2
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2answers
3k views

Einstein Bot: get current Community User for Live Agent Pre-Chat

I'm playing around with Einstein Bots and have created a simple bot that is consumed inside a customer community. I'd like to get the current User inside an Apex action used in a bot dialog. The ...
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1answer
546 views

Use PreChatObjects from liveAgent in Einstein Bot

I have a LiveAgent chat configured for iOS and Android devices, we send some informations like UserName, Email, PhoneNumber etc. using PrechatObject. I am now building an Einstein bot, and I need to ...

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