Questions tagged [livechattranscript]

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Chat Transcript tab that opens as a subtab under Account does not display notification updates

Some time ago we changed the setup for our custom Service app. Before the change, new chats that were received did light up to indicate that a new chat message was available from the customer. We ...
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95 views

How will we get notified when agent sends the message on Salesforce chat console using rest api

We have successfully integrated salesforce live agent using rest api and couple of things are done need help on below points. Get Session Id (Working As expected). Chat Request Initiation (Working As ...
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74 views

Batch Job to delete specific live agent's chat transcript after 100 days

There are 4 live agent chats enabled in our org. I have to create batch job, that deletes only our division's live chat transcript once it pasts 100 days. what would be the condition or criteria I can ...
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Customers are unable to attach/upload a File after a Live Agent has Initiated a File Transfer During a Chat Session

we are running into an issue with our customers unable to attach files after a file transfer has been initiated by Live Agent. The request has been passed to customer but when the customer uploads the ...
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63 views

Updating LiveChatTranscript custom field, with User.id of Customer

I need to get the User.Id of the customer requesting a chat session, so i can fill LiveChatTranscript.ContactId with User.ContactId. And we can't use pre-chat. The case is already being created in a ...
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64 views

Does Embedded Service directToButtonRouting still rely on the Chat Button in embedded_svc.init's buttonId to have available agents?

I have a page with direct-to-button-routing similar to this example embedded_svc.settings.directToButtonRouting = function(prechatFormData) { if (criteria1) { return chatButtonId1; } ...
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42 views

Need to use onChatStarted function in LWC -- Need to get ChatKey

I want to relate Case and Account with my Chat Transcript which I am getting through an imperative apex call. I found a way where it is mentioned-- Automatically associate chat transcript to case and ...
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  • 497
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42 views

Case and Account Association with Embedded Chat Transcript through Lightning Web Component

I have created a Lightning Web Component for embedded pre-chat form which on click of chatbot button creates a case and associate an account with the created case. I want to associate that case with ...
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Field VisitorNetwork from LiveChatTranscript cannot be retrieve from dbamps

We have DB Amp connection with our salesforce production. When i write a soql query in sql server, i am not be able to retrieve data field VisitorNetwork from LiveChatTranscript object, query : select ...
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40 views

Live Chat Trasnscript Record shows staus as 'Blocked' in salesforce. How it is coming as Blocked

When i request chat, the live chat transcript shows status as 'Blocked'. What will be the solution for this?
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Can I redirect Salesforce Embedded chat visitor to a website if chat is not answered within 2 minutes?

I have recently been working on embedded chat in Salesforce. One of the use case I am trying to implement is if a customer/visitor waits for 2 mins, I want to redirect to a website page. Is this ...
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Unable to deactivate / delete Process Builder version - insufficient access rights on cross-reference id

I have a ProcessBuilder in the org constructed in 2017 that referenced LiveChatTranscript as the target object. When I try and deactivate/delete the only version of this process, I get insufficient ...
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Cannot see conversation in omnichannel widget

I deployed all our org staff from a sandbox to another, but I am experiencing an issue with our Messaging conversation. In a nutshell, we can't see the chat conversation when it gets accepted and ...
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148 views

Chat ConversationEntry is empty

Our task is to display past messages inside each new chat. As far as I understand, this cannot be displayed in a standard chat, so we made our own UI (Custom UI). Each time the user starts the chat ...
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125 views

Post chat Feedback (Survey) doesn't work

In my trailhead developer org I have build a community with live chat using below trailhead module (https://trailhead.salesforce.com/content/learn/projects/build-a-community-with-knowledge-and-chat), ...
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24 views

Populate survey for user agent

I want to populate a survey(post chat url) for the user as well as I did for the customer, something like a five star rating. How can I populate a chat for the salesforce user when chat has ended
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277 views

Chat transcript doesn't have Body field in before insert trigger

I'm trying to remove PII from the chat transcript content in before insert trigger. Here's a section of my trigger code, trigger LCT_Trigger on LiveChatTranscript (before insert) { if (Trigger....
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1 answer
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Having problem with apex regex

I need to find credit card numbers in a chat transcript inside its before insert trigger and x them out. I have the following regex(s) first one works in online tools for long strings containing new ...
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How to add custom fields to LWC preChat form?

I used this "tutorial" https://developer.salesforce.com/docs/component-library/bundle/lightningsnapin-base-prechat/documentation to create a custom live chat preChat form. But I couldnt ...
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1 vote
0 answers
86 views

Capture UTM parameters in Salesforce with live chat

I need a way to capture UTM parameters and create as lead in Salesforce with live chat. Ex, if user started live chat or live agent and enquired somthing then I need to create a lead with UTM ...
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1 answer
640 views

How to fetch Contact and Case data with LiveChatTranscript using SOQL Lookup relationship

I have Contact and Case relationship mapped to LiveChatTranscript through ContactId and CaseId like the following: I need to fetch LiveChatTranscript data along with Contact and Case in a single ...
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1 vote
1 answer
851 views

Unable to set custom field value on the chat transcript object from pre-chat using Embedded Service

I am using an embedded service deployment to show a chat window on a publicly hosted webpage. This chat has a pre-chat form configured where I take in the contact details. I want to input some ...
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2 answers
329 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?
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1 answer
178 views

Live Chat Title Bar

How to change the text of the LiveChat Title bar i.e the title bar of the window that pops up to the livechat agent when a customer request to chat? I am unable to find any config in chat console.
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1 answer
138 views

How to replace "New Case" button from the lookup with a quick action?

I am trying pre-populate values on Case while creating a new case by selecting the below shown button on LiveChatTranscript page. I am not sure where to set the predefined values for this since it is ...
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1 vote
0 answers
1k views

Live Chat button not showing agent status

I have a standard Live Chat setup, but for whatever reason the button does not show the agent status. It keep showing that agents are offline. This is what I have done so far: My user has the "Chat ...
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2 votes
1 answer
813 views

Masking sensitive content in a Chat Transcript

During a live Salesforce Chat session we want to allow agents to view anything that is typed by a visitor. However to remain compliant we don't want certain sensitive content to be viewable or ...
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494 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 ...
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6 votes
0 answers
263 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 ...
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2 votes
1 answer
488 views

Agent Chat : Chat pop-up window if user is idle for xx seconds on the page

In the agent chat(live chat) in salesforce can we show the notification popup when the user is ideal for xx seconds on the community page. Like salesforce live chat window popup show on the login page
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0 votes
1 answer
429 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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98 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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4 votes
2 answers
1k 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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-4 votes
2 answers
753 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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1 vote
1 answer
863 views

Add caseId to Live chat transcript record missed status

User initiates a Live Chat session for the existing case but then closes the chat session before an agent accepts the chat, we are finding that a chat transcript is created with status "Missed". I ...
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1 vote
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Is there any way we can add our own text to the Salesforce Live Agent Transcript chat body?

Just wanted to enquire that we have a scenario where the customer is conversing with an Ai bot prior to the Live Agent redirection. On redirecting, we want the previous chat history to show up in the ...
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1 vote
1 answer
433 views

Live Agent Button on Email Template

After customer registers his case and automated email is sent to him. In this email there should be an hyperlink - which initiates the live chat with available agent. From agent side- when he accepts ...
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How do I search contacts using email address rather than name?

During live chat our customers can talk to CS agents without logging in, hence we cannot capture customer information using pre-chat form. Now the problem is we cannot search the customers using their ...
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0 votes
2 answers
1k views

Attach Records to Chat Transcripts option missing

I enabled Live Agent in my developer edition org and the attach tool is missing in Live agent chat. As per the Salesforce article, I should see the below option in live chat but I don't see that ...
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  • 8,342
1 vote
0 answers
330 views

Associate lead with missed chat transcript

Set the stage: Custom chat window with prechat form. In the scenario that a user initiates a Live Chat session but then closes the chat session before an agent accepts the chat, we are finding that a ...
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1 vote
2 answers
2k views

Save Live Agent PreChat Field to Beginning of Chat Log

I find that there's a way to save prechat data to a custom field on the Live Chat Transcript object. For example, if I want to save a prechat Question to the Live Chat Transcript object, I would do ...
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1 vote
0 answers
337 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 ...
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  • 2,586
1 vote
1 answer
56 views

Question related to Agent skills in salesforce live Agent set up?

Can any one help me out what was the exact difference between Assigning skills to user and Assignnign in skills to profile.look at the Screen shot below for your reference
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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 ...
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3 votes
2 answers
3k views

Use Flow to update a Case based on Live Chat Transcript Event field values?

I have a Process that sends an email to the customer a few days after using our Live Agent chat implementation. I need to add criteria to the Process that if the Time-Out Checkbox on Case is checked, ...
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