Questions tagged [pre-chat]

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Einstein live chat - how to create person accounts using pre chat form data?

I am trying to create person accounts with requirements as "a personaccount if non exists and or if it is found it links the personcontact to the transcript and the personaccount as well, ...
devin's user avatar
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1 answer
66 views

Validation Rule on Pre-Chat Intake form

I'm seeking a way to implement validation for the "Phone" field within the standard Pre-Chat form. While I've successfully added a 10-digit validation rule to the "Phone" field on ...
Dave's user avatar
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1 answer
159 views

Use Embedded Service Pre-Chat values submitted by customer

We have a working chatbot that is set to have a pre-chat form gather the customers name and email. This form is configured through the standard pre-chat form option in the Embedded Service Deployment. ...
Patrick Farrell's user avatar
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110 views

Embedded Prechat custom LWC not creating the Lead record as configured

I have created a LWC pre chat custom form and has configured the embedded chat set up to create a Lead record which will be associated to chat transcript. But i dont see a lead record is being created ...
sskumartvp's user avatar
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239 views

How to access Window variables from LWC

I'm trying to dynamically do matching on an Embedded Service but using a LWC for the prechat page. I've been following a few sources and its mostly been working fine, but when trying to get window....
Scarrien's user avatar
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37 views

Live Agent: Custom Chat Page not Working

I have a pre chat page that is working fine, but when I assign the custom chat page (got the code sample from Salesforce) to the button, it stops working. The pre chat form page gets reloaded and I ...
Renato Mattos's user avatar
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0 answers
103 views

LiveAgent: liveagent.prechat.findorcreate.map.doCreate Condition

I have this code where I search if a contact or person account is found in the salesforce database based on the email that the customer input in the form. The issue is that even when I find the ...
Renato Mattos's user avatar
0 votes
1 answer
1k views

How to pass Einstein Bot 'Snippet File Script' to external websites (other than salesforce communities)

I have created an Einstein chat bot and hosted it on Salesforce communities along with the 'snippet script'. By using it, I'm mapping the pre chat fields with the Contact & Case objects and ...
Rv1's user avatar
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1 answer
182 views

How can we change the details which are shown when mouseover on incoming chat request?

In Omni-Channel, we want to change the details for the incoming chat request. We want to show the Contact details, Location, etc. instead of what is shown right now.
Muskan Agarwal's user avatar
2 votes
0 answers
292 views

SLDS style not applied to pre-chat LWC on website outside of Salesforce

I have created a Lightning Web Component to be used as pre-chat. When I test the Embedded Service Deployment, the SLDS styles are not being applied. I understand that this is now living on an external ...
Matthew Metros's user avatar
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1 answer
930 views

Customize Pre-Chat Form on Salesforce-

Rename Label without chancing them globally on pre chat form. Case Subject, we 'd like rename Subject field as a How can I help you.Is it possible to achieve this without coding. If we need to modify ...
user121469's user avatar
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1 answer
478 views

Salesforce chatbot not rendering SLDS CSS StyleSheet on Android Webview, what is the wrong with Salesforce

I am developing Salesforce chatbot in Android using JavaScript file. I am using Webview to load the content and it shows Chat with an Expert button. When I clicking on this button prechat page coming ...
R15's user avatar
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0 answers
285 views

Formula (text) field on prechat form for live Agent

I am setting up prechat form on salesforce live agent and couldn't find any date fields. I have created a text formula field and it is not on available list of fields while configuring prechat form. ...
Rupa's user avatar
  • 15
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0 answers
228 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
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148 views

Omni channel "End Chat" button throwing an exception

I am using salesforce embedded service chat and when a community user chats with an agent and when the agent clicks on the "End chat" button from Service console app, it is throwing this ...
Mohamed Arzad's user avatar
1 vote
0 answers
384 views

How to stop contact & case creation in chat using ExtraPrechatDetails & ExtraPrechatInfo?

I am not using a Prechat form would that automatically avoid case/contact creation while chat If not then what to do to avoid it using ExtraPreChatInfo & ExtraPreChatDetails.What is the meaning of ...
Varun's user avatar
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1 answer
302 views

How to skip pre-chat page when use chatUserData method to pass field

I am working on Embedded Service SDK for Android. I want to pass some field values to agent before chat, but I don't want to popup a pre-chat page, because all field value passed to agent is by ...
Jacktar Liu's user avatar
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1 answer
1k views

Where I edit the text of the waiting chat window, as shown in the image below?

Where I edit the text of the waiting chat window, as shown in the image below? The priority is to change the informational text but if you can change the text of the button and the window title it ...
Diego Damasceno's user avatar
1 vote
0 answers
433 views

Pass a parameter in a hidden field for embedded chat?

We currently have a visual force page for a custom chat solution. In this solution we use hidden fields to pass parameters from the .com site where the chat is hosted to salesforce. Specifically ...
Patrick LaFonte's user avatar
1 vote
0 answers
86 views

Web Chat Routing - Via Pre Chat form on ths same page

We have x2 channels for our chat support. Tech support and Web Support. We currently use a form to separate out the support channels and change the Button ID using this function below based on a ...
John Emmett's user avatar
0 votes
0 answers
959 views

Contact is not getting created from Pre-Chat form

I am having a problem with my pre-chat questions not creating a Contact if no match is found for the Contact. The Chat starts fine and the Case is created, but the Contact is not created and the Case ...
Scott Searle's user avatar
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
0 votes
0 answers
665 views

How can I fix this error?

Error: Web_Chat line 9, column 2: The markup in the document following the root element must be well-formed Error Error: The markup in the document following the root element must be well-formed &...
Nigel Norman's user avatar
0 votes
1 answer
2k views

Can you set embedded services chat to automatically open the pre-chat form if agents are available?

Basically the title. I've got my chat configuration all set up how the stakeholders want it, but they're asking if there's a way that the Pre-Chat form can automatically open in the page that we have ...
CMielczarski's user avatar
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1 answer
66 views

JS Remoting cannot access contacts

I've read all the documentation I could find, and tried several variations of code, but nothing has produced results. I'm working on a pre-chat form for Live Chat, and what I want to do is search all ...
Justin Szczurowski's user avatar
0 votes
2 answers
1k views

How do I add a terms and conditions checkbox to the pre-chat form for Salesforce Live Chat?

We have used the embed code from the embedded service deployment to successfully run Live Chat on our website. We also have been able to pre-populate the pre-chat form fields. However, we'd like to ...
Antonio De Palma's user avatar
0 votes
1 answer
54 views

X-Frame Options Issue when using Chat Preview Form on external website

I'm trying to build a custom prechat page for live-agent (specifically on an external webpage, not on a community or on a Force.com Site) so that I can manually define the behaviour when a user ...
dogsdontcare's user avatar
0 votes
2 answers
1k views

Make SF Chat appear only when agent is available

I recently created a Chat Button in SF successfully. I created the Routing, the Queue, Pre Chat button and the Chat Embedded Deployment. I used the code snippet form the embedded deployment and placed ...
user3688231's user avatar
0 votes
1 answer
706 views

Add Images to a Live Agent that is embedded in an external Website

I am trying to add images to a live agent deployment that is embedded in an External Website. The images are stored in Static Resource and I have set the Cache-Control as Public. If I put the live ...
SFDCLearner's user avatar
1 vote
1 answer
3k views

Get Pre chat data in Einstein Bots

I have a bot deployed using Embedded Service. I'm following Einstein Bots Developer Cookbook. In my PreChat form, I'm getting customer Name, which I want to use while greeting. I have added below ...
salesforce Developer'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
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1 vote
0 answers
79 views

Live Agent Chat - How Do You Append A Value From The Prechat Form To A Chat Conversation?

I currently have a textarea on my prechat form that looks like: <textarea name='liveagent.prechat:CaseSubject' class="form-control-desc" id='subject' cols="75" rows="3" maxlength="255" size="250" ...
Lloyd Banks's user avatar
3 votes
0 answers
879 views

Not able to pass custom field value to Live Chat Transcript object usin embedded service chat extra Prechat JS

I've below code in snippet setting file of embedded service chat component. embedded_svc.snippetSettingsFile.extraPrechatFormDetails = [{ label: "RecordTypeId", value: "...
Sumit Salve's user avatar
3 votes
1 answer
306 views

Restrict contact creation for non-English language embedded service chat using extra JS snippet setting file

I've got a multilingual community and added standard embedded service chat component in the footer and overridden features using an external snippet setting file named Prechat JS. I've already added ...
Sumit Salve's user avatar
0 votes
1 answer
1k views

Record is not getting created from Pre-Chat form

Pre-Chat form has a feature that tries to match the information entered, with existing records. If no match found, a record will be created and Chat transcript is associated with that record. For ...
Salesforce Developer's user avatar
1 vote
0 answers
115 views

Mobile Live Chat Agent update prechat fields doesn't work

I couldn't update a value for the new custom prechat fields. I am using Mobile chat-ui SDK to send a a new custom fields in Contact Entity. This custom field shows in CLT dashboard but didn't get the ...
cuasodayleo's user avatar
2 votes
0 answers
395 views

Community logged in user info for extraprechatform

I have implemented snap-ins (embedded chat) on Portal (VF page) and on websites, where in I am not having prechat form at all. When user clicks on "chat with an expert" button it will not goto prechat ...
Pallavi Rajmohan's user avatar
0 votes
1 answer
601 views

Is it possible to link slds to an embedded chat deployment?

I am building a chat deployment to be embedded on an external site. I created a custom prechat form using aura/lightning components that rely on styling from slds. When embedded in the external site, ...
Sarah Ganci's user avatar
0 votes
1 answer
2k views

Live Agent - Custom Pre-Chat From

I have created a Visualforce page with below details and have it linked on Chat Buttons & Invitations as custom Pre-Chat Form and Site for Resources. However when I click on the chat button it ...
Jaydeep Patel's user avatar
1 vote
0 answers
542 views

Is there a way to secure a live agent deployment?

I am working on putting a liveAgent deployment in our website, I basically got a javascript snippet like the one shared here: https://developer.salesforce.com/docs/atlas.en-us.live_agent_dev.meta/...
Jack's user avatar
  • 11
1 vote
1 answer
299 views

Pre Chat Form with a Custom Chat Page

I am having an issue with my pre-chat form and my custom chat page in my live chat deployment. If I remove the pre chat page from this configuration I can go to my custom chat page but if I have both ...
Ian Fitzpatrick's user avatar
0 votes
1 answer
4k views

Snap-Ins Custom Pre-Chat Component Using Aura and problem with contact matching

In some org we use Custom Pre-Chat Component(aura) to start chat on community. Here's the implemenation Component Code <aura:component implements="lightningsnapin:prechatUI" description="Sample ...
Adamo's user avatar
  • 381
3 votes
2 answers
2k views

How to display custom Form/Pre chat form before transferring to an Agent in Einstein Bots

I'm using Einstein Bots for knowledge Articles, where in I have a Dialog to transfer to an agent based on some predefined options that the customer has chosen. Everything works, but I would like to ...
Ashok Pedapati's user avatar
1 vote
1 answer
1k views

Use PreChatObjects from liveAgent in Einstein Bot

I have a LiveAgent chat configured for iOS and Android devices, we send some informations like UserName, Email, PhoneNumber etc. using PrechatObject. I am now building an Einstein bot, and I need to ...
Guilherme Torres Castro's user avatar
0 votes
1 answer
2k views

Snap-ins Pre-Chat - Case is not created when no "Subject" is given

I use Snap-Ins chat with a Pre-Chat form to connect an external site with Salesforce Service Console which uses Omni-Channel chat. From the user side: I fill the prechat form only with first and ...
Przemysław Długoszewski-Tamoń's user avatar
1 vote
1 answer
335 views

Pass Additional Parameters to Prechat?

So the code to include the prechat component looks something like below: <div class="prechat"> <img id="liveagent_button_online_573000000000000" onclick="liveagent.startChat('...
Adrian Larson's user avatar
  • 150k
9 votes
1 answer
2k views

Is it possible to upsert Prechat data in a custom Lightning Snap-in?

Here are some related links: Custom Pre-Chat Component Sample Using Aura Custom Pre-Chat Component Sample Using JavaScript Find and Create Records Pre-Chat API Code Sample Based on link 3, it seems ...
Adrian Larson's user avatar
  • 150k
1 vote
1 answer
4k views

Einstein Bots Pre-chat data

I have a bot deployed using a chat button through a snap-ins chat. I've deployed this on a community using the snap-ins component and the bot engages fine. I'm trying to get the Pre-chat form details ...
AidanD's user avatar
  • 151
0 votes
1 answer
2k views

Snap ins, Pre chat form - adding custom fields

I'm trying to figure out how to add a custom field from Case Object to the pre-chat form. I saw a video from salesforce and I see it was possible. https://www.youtube.com/watch?v=TdnxS8MYSr0 Time: ...
Wilson Wong's user avatar
1 vote
2 answers
473 views

Pre-existing cases with snap-ins chat in a community

I'm building a custom pre-chat form that I'm using with a snap-ins chat deployment. I am using it in a Salesforce community and everything works great except I have no way of sending specific cases ...
Brett Wagner's user avatar