People who code: we want your input. Take the Survey

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.

235 questions with no upvoted or accepted answers
Filter by
Sorted by
Tagged with
1
vote
0answers
309 views

Live agent deployment api contact not set on case

We're using the live agent deployment api and running into an issue with saving the contact related to the case. I'm following a code sample located here. Line 42 shows them attempting to attach a ...
1
vote
0answers
61 views

SalesForce LiveAgent from 21st century

is there some posibility to make LiveAgent chat window look like from 21st century? Something like in-site embeded chat "window" not pop-up. We had livechatinc and their "window" was awesome.
1
vote
0answers
35 views

Live Chat EndChatState does not seem to handle errors vs successfully completed chat

I am building a custom Live Agent Chat page in Visualforce. There are three states for the chat page, waiting, chatting, and end. These are the three documented by Salesforce with example code. The ...
1
vote
0answers
1k views

Live Agent PreChat form Fields not Populating properly while chat session is being initiated

I have a prechat form on the live agent chat window. Before initiating the chat we capture certain case related details from the customer. Based on the details provided by the customer, A case is ...
1
vote
0answers
582 views

Live Agent Button not visible for Community User

I have installed Managed Package which is in Lightning Component for Live Agent Implementation in Commmunity. In Community Builder, after doing all the configuration, Button is visible perfectly. But ...
1
vote
0answers
31 views

Live agent save chat after agent closed the connection

I've noticed that if agent closes the chat, users are not able to save the chat. It just redirects to post-chat page. Is there official way to notify user when agent closes the connection?
1
vote
0answers
226 views

How to Pass customer Details into Salesforce from Website

I am working Salesforce Live Agent and Using a Custom Chat Window and NOT USING PRE CHAT FORM. I want to pass: Email Address or User Id , to search a Contact record and then display the contact ...
1
vote
0answers
306 views

Live Agent custom window with Agent Profile image

I have used the instructions found here https://systemdebug.wordpress.com/2015/05/17/live-agent-rest-api-connectapi/ to add the agents image to a custom chat window. I seem to have some permission ...
1
vote
0answers
159 views

OR logic in Live Agent - doFind

I would like to know if it is possible to use OR logic in Live Agent prechat doFind event. I'm aware that you can enter multiple criteria there, and they will be linked with AND logic together. I can'...
1
vote
0answers
81 views

Is there a way to track changes to skills in Live agent?

Use case : Someone unknowingly removed an assigned user from a skill for live agent. We weren't able to find the same in Audit trails. So is there a way to track these changes so that we get to know ...
1
vote
1answer
202 views

Live Agent: Private message from agent to supervisor

In Live Agent, it is possible for a Supervisor to send a private message to an Agent. What about the other way round? I'm not talking about the flag to request help, but an actual private back and ...
1
vote
0answers
124 views

How to transfer skill from live agent chat request to custom field in case information?

I have a task where I have to transfer the skill shown in the live agent chat request to a custom field in the case information that is generated once the live agent accepts the chat. See image below: ...
1
vote
0answers
232 views

How to render Live Chat Button via a new custom field on the User Record?

Background: We are wanting to use Live Agent for customers only on our Community Site(behind login). I am trying to limit visibility to certain clients based on the Community User record. I am trying ...
1
vote
0answers
301 views

Hiding Live Agent widget in Service Console

I have created a custom console component to use for Live Agent, using the Salesforce Console Integration Toolkit Developer Guide. I have added it to my console. It is working fine. Now that I am ...
1
vote
0answers
96 views

Live Agent “Visitor” show while chatting

I have configured live agent on the community, hence whenever the chat gets initiated, it shows "Visitor" instead of the Customer Community user Contact, Can you please let me know is there a way to ...
1
vote
0answers
111 views

Prechat form details

I want to create case as soon as support agent accept the chat and it is getting created, but now I want to populate the account name automatically from the prechat form, can it be done??? below are ...
1
vote
0answers
42 views

Liveagent: the consol does not refresh

I'm using the Liveagent console. In the org ChatTest1 it worked fine: while the client was chatting with the operator he could see all the "actions" that the client was doing. The informations related ...
1
vote
0answers
26 views

Liveagent: Getting the details was not successful

I have two Operators in my LiveAgent. When Operator 2 is on line and Operator 1 is offline all works fine: the calls arrrives to the Operator 2 and the Transcript and another custome object are saved....
1
vote
0answers
187 views

Pre-Chat: how to block the chat

I have a Liveagent with a Pre-Chat. The Pre-Chat has to be used not properly: if you set SI you have to be redirected to a certain page. If you answer NO the chat session has to be started. I followed ...
1
vote
0answers
54 views

Report on SkillUser Object

We have LiveAgent enabled and have configured Skills and assigned Skills to Users. We are able to extract SkillUser object from data loader, however not able to create a report from reporting tab. ...
1
vote
0answers
238 views

How to disable Offline and Away chat option in Live agent(Salesforce)

Hello I am new to the world of salesforce and I was implementing Live agent in my project, I was trying to hide or disable the Offline and Away option from the Chat option. But unfortunately I didn't ...
1
vote
0answers
361 views

I want to access the Case number or case id on Custom LiveAgent chat window.

I am using the salesfroce custome liveagent chat window. When i end the case the the getfeedback (App on app-exchange ) opens in same chat window. Here i want to pass the case number and the ContactId ...
1
vote
0answers
158 views

How Salesforce Live Chat Set Value for the field “Contact” in Live Chat Script Object?

How Salesforce Live Chat Set Value for the field "Contact" in Live Chat Script Object ? I found some of the contact field in live chat script is blank
1
vote
0answers
87 views

Is it possible to display customer name in the chat window?

I looked around the dev guide, on salesforce KB and here for the solution but couldn't find anything. How does the customer can see the name he typed in the prechat form instead of the "me:" present ...
1
vote
0answers
61 views

Can I upload service cloud component with Live Agent enabled to appexchange?

I am trying to upload a managed package to app exchange which contains a service cloud console component with live agent enabled and it gives me upload error "You can't export a console when you have ...
1
vote
0answers
944 views

Can liveagent.addcustomdetail API method dynamically handle different data scenarios

Background and Use Case: Currently, we are implementing LiveAgent functionality on one of our external website supporting some 22 countries. The Chat requestor 'selects' a country (say Australia) ...
1
vote
0answers
396 views

Problem with in Live chat map.doFind

In live agent i am using the below code to search the member based on email id and attach case to the member. <input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Contact" ...
0
votes
0answers
11 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 ...
0
votes
0answers
14 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 ...
0
votes
0answers
7 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. ...
0
votes
0answers
18 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 ...
0
votes
0answers
21 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 ...
0
votes
0answers
16 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....
0
votes
0answers
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?
0
votes
1answer
36 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 ...
0
votes
0answers
15 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 ...
0
votes
0answers
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,...
0
votes
0answers
24 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 ...
0
votes
0answers
29 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 ...
0
votes
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 ...
0
votes
0answers
13 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 ...
0
votes
0answers
19 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....
0
votes
0answers
13 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
votes
0answers
13 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 ...
0
votes
0answers
26 views

How to match Embedded LiveChat session with contact

The usecase what I try to implement is to match the current embedded live chat session with a contact or a case. What I get in the embedded live chat api is the liveAgentSessionKey. Is there any way ...
0
votes
0answers
43 views

Determine if embedded service chat invitation is displayed to the user

We are looking to implement Embedded Service Chat on our site. One of the business requirement for chat invitation is that it should only be shown twice in a session and not more than that. Since the ...
0
votes
0answers
177 views

how to do designing for snap-in chat for Custom Pre-Chat custom Component Using Aura

Below is my pre-chat form I want result like that below is my Custom Pre-Chat Component Code Using Aura --- Component Code <aura:component implements="lightningsnapin:prechatUI" ...
0
votes
0answers
320 views

Unable to configure survey in post-chat settings

I'm a new developer to the salesforce environment. I'm working on Live web chat configuration in service cloud and was asked to provide survey link at the end of chat. I'm trying to use a survey link ...
0
votes
0answers
116 views

How to change the status of the omni-channel chat agent to busy when the agent ends the chat or the user end the chat on the front end?

Is this possible to do ? I am attaching images below. I want the above status to change busy when the agent clicks on end chat (image below). Or when the user ends the chat on the front end by ...
0
votes
0answers
33 views

How to update LiveAgent Response When No Agents Are Available?

When No Agents Are Available, is there a way to configure the message that is sent to the users?