Questions tagged [livechattranscript]

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14 views

How to make Websocket Connection from Salesforce [duplicate]

I am trying to connect to AWS through websocket connection from Salesforce. Request some inputs on how to establish websocket connection from Salesforce.
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40 views

How to invoke a websocket connection to AWS from Salesforce [closed]

We are making use of Amazon Connect CTI Adapter in Salesforce to connect with the customers. We are trying to make use of AI powered speech analytics for Amazon Connect link for real time ...
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24 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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12 views

Live agent chat time config

How to change the live agent rep status to offline if he is not active for a certain period of time in chat console automatically?
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1answer
20 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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1answer
16 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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1answer
20 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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28 views

Is it possible to keep Embedded Service's Chat Button available even when there are no Agents online?

I've been working in a requirement where we customized the Pre-Chat form using Lightning Components to leverage the usage of some customs messages and conditions to submit the chat or not. The current ...
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16 views

Lightning Embedded Chat(Snap In) Does Not Open From Internet Explorer

We have configured Lighting Snap in Salesforce. and given Embedded Chat code to AEM team. So that from public site its work across all browser. Its works fine in Chrome, Firefox not in IE.
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101 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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1answer
108 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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45 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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151 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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1answer
75 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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55 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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37 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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43 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. ...
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1answer
278 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 ...
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148 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?
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27 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 ...
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16 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 ...
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187 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 ...
4
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1answer
317 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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1answer
478 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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1answer
416 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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0answers
61 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 ...
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1answer
282 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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0answers
33 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 ...
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2answers
858 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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0answers
290 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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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 ...
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0answers
280 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
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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
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74 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
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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, ...