Questions tagged [livechattranscript]
The livechattranscript tag has no usage guidance.
35
questions
0
votes
0answers
17 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 ...
0
votes
0answers
14 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),
...
0
votes
0answers
20 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
0
votes
0answers
64 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....
1
vote
1answer
23 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 ...
0
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0answers
355 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 ...
1
vote
0answers
55 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 ...
0
votes
0answers
100 views
Can I move the “Save Transcript” and “End Chat” in the hamburger menu to the chat headers?
I am trying to move the "Save Transcript" and "End Chat" in the hamburger menu to the chat headers.
I was able to create a chat header Lightning Web Component. In the chat header, ...
0
votes
1answer
238 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 ...
0
votes
0answers
29 views
How can we route chats to the case owner
How can i route chats from community user to the case owner? Please suggest some approach.
How can we route chats to the agent as we route Cases using Apex class and skill-based routing ?
Can we ...
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 ...
1
vote
1answer
452 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 ...
0
votes
2answers
176 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
90 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.
0
votes
1answer
86 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 ...
1
vote
0answers
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 ...
2
votes
1answer
569 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
278 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
0answers
209 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
253 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
1answer
231 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
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....
4
votes
2answers
695 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
2answers
687 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
673 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
70 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
363 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
34 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
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 ...
1
vote
0answers
313 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
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 ...
1
vote
0answers
312 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
53 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
81 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
2k 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, ...
