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Questions tagged [livechattranscript]

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Override the Agent side live agent window with custom solution

I am facing a challenge with implementing a custom agent-side chat window that displays real-time chat messages. I've mentioned creating a platform event to access real-time chat messages, but there's ...
SalesforceTechie's user avatar
0 votes
0 answers
32 views

how to add custom livechatTranscript body before chat

My situation is cutomer will chat with a AI bot first, when the chat is handoff , a salesforce session would be created , then let the customer chat with the salesforce agent. My question is how to ...
rc rc's user avatar
  • 11
-1 votes
1 answer
139 views

Managing transcript

In Einstein chatbot, when we click save transcript, a file with filename 'Transcript' is being downloaded. The client is Asking if the Downloaded file can have Filename of TranscriptMMDDYYYY. Is this ...
Gkent Peralta's user avatar
0 votes
1 answer
464 views

Capture Chat File Transfer Request

Saleforce has a Chat (Live Agent) feature to request files from a visitor: https://help.salesforce.com/s/articleView?id=sf.live_agent_transfer_files.htm&type=5 Is it possible to immediately get ...
J Var's user avatar
  • 36
0 votes
2 answers
578 views

LiveChatTranscript get record from flow: Error: sObject type 'LiveChatTranscript' is not supported

I have Autolaunched Flow, I am launching flow from the Einstien chatbot. This issue started since last 5 days. Earlier it was working as expected. And there are no changes in OWD, Profile. OWD is ...
herr's user avatar
  • 133
0 votes
1 answer
1k 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 ...
user avatar
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0 answers
393 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 ...
Rupa's user avatar
  • 15
0 votes
1 answer
1k views

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 ...
Muskaan Kashyap's user avatar
0 votes
0 answers
233 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?
Vinothini Murugesh's user avatar
0 votes
1 answer
429 views

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 ...
cropredy's user avatar
  • 71.8k
0 votes
2 answers
2k views

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 ...
robruf's user avatar
  • 372
0 votes
0 answers
35 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
Michel Youssef's user avatar
1 vote
1 answer
177 views

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 ...
Bahman.A's user avatar
  • 858
0 votes
1 answer
3k views

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 ...
MrRusskk's user avatar
1 vote
0 answers
164 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 ...
sparsh's user avatar
  • 11
0 votes
1 answer
1k 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 ...
mushfek0001's user avatar
1 vote
2 answers
2k 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 ...
srmaind's user avatar
  • 95
0 votes
2 answers
554 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?
Priyankur Choudhury's user avatar
0 votes
1 answer
410 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.
Priyankur Choudhury's user avatar
0 votes
1 answer
308 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 ...
SunnyG's user avatar
  • 421
1 vote
0 answers
2k 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 ...
Calin Bostan's user avatar
2 votes
1 answer
1k 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 ...
Mossi's user avatar
  • 3,966
0 votes
0 answers
1k 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 ...
Jayson Faderanga's user avatar
6 votes
0 answers
397 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 ...
Pawel Gumiela's user avatar
2 votes
1 answer
976 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
Deepak  Emorphis's user avatar
0 votes
1 answer
831 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: ...
salesforce Developer's user avatar
0 votes
0 answers
341 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....
RaJu's user avatar
  • 361
4 votes
2 answers
2k 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, ...
SeanEleven's user avatar
-4 votes
2 answers
815 views

Salesforce Snapin Survey

Is there anyway to implement post chat survey in salesforce Snap-in chat? Thanks for your thoughts and answers.
Kumara Ravuri's user avatar
1 vote
1 answer
1k 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 ...
teeshu's user avatar
  • 79
1 vote
0 answers
89 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 ...
Abhishek Dasgupta's user avatar
1 vote
1 answer
527 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 ...
S R's user avatar
  • 15
0 votes
0 answers
43 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 ...
xaero_26's user avatar
0 votes
2 answers
2k 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 ...
javanoob's user avatar
  • 8,887
1 vote
0 answers
404 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 ...
Jonathan's user avatar
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 ...
Jonathan's user avatar
1 vote
0 answers
387 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 ...
TemporaryFix's user avatar
  • 2,946
1 vote
1 answer
59 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
mahesh's user avatar
  • 13
1 vote
0 answers
143 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 ...
TroubleShooter's user avatar
3 votes
2 answers
4k 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, ...
Joshua Gates's user avatar