Questions tagged [livechattranscript]
The livechattranscript tag has no usage guidance.
30
questions
1
vote
1answer
52 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 ...
0
votes
0answers
20 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 ...
6
votes
1answer
134 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 ...
2
votes
1answer
31 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
0
votes
0answers
21 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:
...
0
votes
0answers
36 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
0answers
24 views
How to get rid of “Ghost” live chat transcript record
We are encountering a tricky situation in our Live Chat implementation.
Right now our website is using liveagent.startChat to create a live chat session in a new window, which is built with VFP.
...
0
votes
1answer
155 views
live agent Snapchat Post chat VF page refused to connect from website
Iam getting error from website where we are implementing salesforce Chat (snap in chat). In this we are trying to give post chat survey to the customer and we have built a VF page for this. When we ...
0
votes
0answers
64 views
Live Chat Transcript status “In Progress”
I have rundom cases with Live Chat Transcript with "In Progress" status and Request time but no Start, End Time.
What can be the cause?
0
votes
0answers
23 views
Unable to save new field to Chat Transcript record
I am modifying the existing JS that resides on a web page that creates a Case record in Salesforce and updates a couple fields on the Case record. I am trying to update a new field on the Case Record ...
0
votes
0answers
13 views
Transfer chat (live agent) to another solution
We have a very specific situation where we need to transfer/route an on going chat to another chat solution. It's required to get the current conversation and send to the other solution. Obviously I'm ...
0
votes
0answers
116 views
How to check if any agent is online in einstein bot in apex
I have created 2 bots, and after having some conversation with users I need to transfer the chat to the Agent.
So for this, I am calling apex as an action from Einstein bot setup and doing this query ...
0
votes
0answers
13 views
Live Agent - Request for File
Does any body a very good idea of linking files in live chat transcript.
Currently we can link it to Case Or contact or Account or custom object...
Is it possible to link to to chat transcript ...
0
votes
0answers
354 views
Open Snap-In chat window on click of button
I have a custom button on click of which I need to open Snap-In window in my website.
But I'm not sure which function to call to open the Snap IN window.
<button type="button" onclick="initESW('...
0
votes
0answers
96 views
Pre Chat form labels not visible in website
I have the Snap-in code in my website, but currently its not displaying any label in the Pre Chat form.
When I use the same Snap-in code in my developer's org website I can see the prechat from label.
...
0
votes
0answers
140 views
Feedback form in post chat page live agent
I need to display a Feedback form in post chat page of live agent. I don't see post chat option default provided by saleforce like pre chat. I created one post chat vf page in my sandbox and using the ...
0
votes
0answers
108 views
How to replace the default live chat icon with the custom image in the website
I'm trying to change the default live agent icon with the custom image in my salesforce site. But its not getting updated.
Here is the current Icon:
I'm not able to find the correct place where I ...
4
votes
1answer
231 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
381 views
Salesforce Snapin Survey
Is there anyway to implement post chat survey in salesforce Snap-in chat?
Thanks for your thoughts and answers.
0
votes
1answer
321 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 ...
1
vote
0answers
58 views
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 ...
1
vote
1answer
250 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 ...
0
votes
0answers
32 views
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 ...
0
votes
2answers
742 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 ...
1
vote
0answers
277 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 ...
1
vote
2answers
1k 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 ...
1
vote
0answers
269 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
1answer
52 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
1
vote
0answers
71 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 ...
4
votes
2answers
1k 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, ...
