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
0
votes
1answer
554 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 ...
0
votes
0answers
55 views

Prepopulating the prechat fields in chat window for loggedin user in salesforce

How can we prepopulate the fields for the prechat fields in the chat window for embedded sevice deployments to pass the values to live agent for the logged in user.
0
votes
0answers
34 views

User to User live agent chat - no need for case or contact

I have a question regarding the use of the live agent REST api. I want to create an internal chat between employees. This differs from the classic scenario where a customer is initiating the chat, and ...
0
votes
0answers
271 views

Use advanced skill-based routing for chat

I am using chat with OmniChannel I have routing requirements that are much more than the queue-based routing So I am trying to implement skill-based routing On the basic skill-based routing if a ...
0
votes
0answers
50 views

Live Agent - Pre-Chat - Preselect Contact or Show Search Results

When the user enters their information into the pre-chat form and clicks the Start Chat button, I want to: Look them up in Contacts and return the most specific matches I can find based on Email, ...
0
votes
0answers
53 views

Adding a Time Out for live agent chat request

We have a requirement to end a live chat automatically if an agent does not accept or decline the request within 5 minutes. Following this thread : Live agent chat idle session 10 mins , I have tried ...
0
votes
0answers
282 views

chat embedded_svc.settings.fallbackRouting not working

I am trying to implement a fallback routing mechanism for my chat implementation with skills routing. I am putting my chat snippet in a VisualForce page: <apex:page showheader="false" ...
0
votes
1answer
481 views

Live Chat: What is the difference between Queue Size Per Agent and Capacity?

We use Live Chat for one of our communities. Today some of our business users said they were no longer able to open more than 2 chats simultaneously, whereas they swear they could (before today) open ...
0
votes
1answer
142 views

on live agent pre Chat window why can't I add Description from the Case

On Live Agent Pre-Chat in Chat Setting page I am not able to add Description from the Case. I can add other field from the Case why isn't in the selection?
0
votes
0answers
64 views

Platform Value in LiveChatTranscript in regard to iOS is setting to blank when chat initiated from iPhone App or Browser for Chat

In case of iOS it was observed that the Platform field value was coming as iOS when chat is initiated by iPhone App or Browser. But after the chat ended and agent closed the tab, the value was reset ...
0
votes
0answers
91 views

How to get text area field value in Emails or in live web chat while typing (before the email or message is sent)

I am a little new to Salesforce. I am working on Case Object for Cases generated through Emails and Live web Chat and I am trying to get the value of textarea while the user is still typing. As you ...
0
votes
0answers
54 views

Custom pre chat form that route chat to case owner

I want to create a pre chat form in which community user enter the case number and based on the entered case number i want to find the case details like property name,case owner and then i want to ...
0
votes
1answer
34 views

X-Frame Options Issue when using Chat Preview Form on external website

I'm trying to build a custom prechat page for live-agent (specifically on an external webpage, not on a community or on a Force.com Site) so that I can manually define the behaviour when a user ...
0
votes
0answers
18 views

Leave message to live agent console while no agent avalible

We use ServiceSDK-Android and ServiceSDK-Ios implement chat with live agent . Now we need add a function : client can leave message to live agent console while no agent avalible. but we did not find ...
0
votes
0answers
24 views

Is there a way to track sales made after customers engage in chat?

Is there any way to track sales that are made after engaging with an agent over chat? I am curious generally if there are any other salesforce customers that are using live agent chat for Sales, and ...
0
votes
1answer
331 views

Getting java.net.UnknownHostException: d.lb2-a1-gc4.salesforceliveagent.com for Salesforce Live Agent API endpoint

Here is the stacktrace for the Rest request error: org.springframework.web.client.ResourceAccessException: I/O error on GET request for "https://d.lb2-a1-gc4.salesforceliveagent.comm/chat/rest/...
0
votes
1answer
288 views

How can we change the header text and its color for the Salesforce Einstein chatbot?

The Einstein Chatbot header has default greeting text as "Hello Guest! An agent is on the way. And this text on header is white in color. I want to change it into a different color, probably ...
0
votes
0answers
27 views

Salesforce Chat Transcript Tab crash

I am new the the whole salesforce chat and its setup. I have an agent using Salesforce Chat and the Chat Transcript Tab seems to be crashing intermittently with this error: Uncaught Action failed: ...
0
votes
0answers
15 views

Live Agent - Showing Case / Contact on accepting case

<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Contact" value="Id,true"/> <input type="hidden" name="liveagent.prechat....
0
votes
1answer
137 views

Add Images to a Live Agent that is embedded in an external Website

I am trying to add images to a live agent deployment that is embedded in an External Website. The images are stored in Static Resource and I have set the Cache-Control as Public. If I put the live ...
0
votes
1answer
749 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 ...
0
votes
1answer
443 views

Embedded Chat - Custom Minimized Component

I'm implementing a custom Minimized LWC component for my snap-in chat, but when the page loads, it always loads the standard UI. My custom UI loads, but not until I first initialize it on the page. ...
0
votes
1answer
453 views

Live agent (Chat) error in script on external website

Implementing live agent embedded service code snippet and when testing through google tag manager we inject the HTML portion for the embedded service snippet through the following javascript code: ...
0
votes
1answer
82 views

How can i alter live agent to show previous chats to the end user if they are the same contact?

How can we shows past chats to the end user in live agent? I observed that past chats are available to the agent but how can I make it visible to the end user? Is there a way to make live agent work ...
0
votes
2answers
156 views

Live Chat Time-out

How to configure a chat timeout message for the customer if he/she didnot reply in a given timeframe.Also how to set that timeframe on the customer end?
0
votes
1answer
71 views

Liveagent Stateless Chat - Persistent Chat

Does anyone implemented a custom visualforce chat and was able to make it persistent? chat not disconnecting on page navigate/refresh?
0
votes
1answer
147 views

How to retrieve custom field from User object using liveagent.chasitor.getDetails()

I have a VF page for my LiveAgent chat application. I am using the below JS code to retrieve UserId of the current user without querying. try { var agentDetails = liveagent.chasitor.getDetails()...
0
votes
1answer
327 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 ...
0
votes
0answers
334 views

How to support Chat in multiple languages: one deployment multiple button ids?

Goal: We want to display the same chat deployment on all different language locales in a community page, and then dynamically set the chat deployment button id based on the language. Ideas: We know ...
0
votes
1answer
855 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 "...
0
votes
0answers
39 views

Salesforce Chat - Direct-to-Agent

any one knows why when using direct-to-agent using deployment api it doesn't launched the custom chat page? it always launch the standard chat window with plain design. I'm launching it using the ...
0
votes
1answer
56 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 ...
0
votes
0answers
257 views

Salesforce Liveagent retrieve and display chat history on chat window

I've implemented a custom chat window using visualforce due to requirements not available out of the box, it works quite well but the next challenge is to display the chat history when the customer ...
0
votes
0answers
240 views

Unable to setup Einstein Bot in my enterprise edition

I have a enterprise edition with required licences for Einstein bots but I can't see the "Einstein bots" in the setup. In the documentation, it says I need the "Service Cloud" license and the "Chat ...
0
votes
1answer
209 views

Is there any way to get the number of pending chat request on omni channel?

I have a requirement to get the number of pending chat request in the omni channel. I have set the presence configuration capacity to 5 so that an agent can have only 5 chat requests. if a case is ...
0
votes
1answer
436 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. ...
0
votes
0answers
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 ...
0
votes
0answers
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....
0
votes
1answer
265 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 ...
0
votes
0answers
131 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 ...
0
votes
1answer
158 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 ...
0
votes
1answer
47 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 ...
0
votes
0answers
118 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 ...
0
votes
1answer
288 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 ...
0
votes
1answer
585 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, ...
0
votes
2answers
968 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?
0
votes
0answers
310 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 ...
0
votes
1answer
131 views

Is a new LiveChatVisitor record created every time a new chat is started?

Or does Salesforce create a single LiveChatVisitor record for a unique website visitor? As in, if a user starts a live chat, finishes it, and then starts another live chat, do we see two ...
0
votes
1answer
363 views

Live Agent liveagent.prechat.findorcreate.map Mapping not working

We're using Live Agent to Map the Contact on the Basis of Email. Below is the Code: <input type="hidden" name="liveagent.prechat.findorcreate.map:Contact" value="FirstName,contactFirstName;...
0
votes
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 ...