Questions tagged [pre-chat]

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For an Embedded Service Deployments deployed to a Digital Experience, is there a way to programatically change the Record Type of the Case?

The Base Pre Chat Component lets you manipulate a Pre Chat form, but it's limited to the fields you specify in the Embedded Service Deployment via Setup. Sadly that interface doesn't let you specify ...
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Concatenate First & Last Name Pre-Chat

all is there a way to concatenate First & Last names from the Pre chat form to populate the Web Name field on a Case?
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How to restrict Labels under Additional branding? Please help

When I am removing the Customized Label then it is displaying Default label. But I don't want both of them. How can I achieve this? Please suggest.
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Error when displaying the preChat window: "The token provided ('slds-form-element__label slds-no-flex') contains HTML space char" in lightning-input

I'm building a custom preChat using LWC. Strictly speaking, this is base preChat (taken from here : https://developer.salesforce.com/docs/component-library/bundle/lightningsnapin-base-prechat/...
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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 ...
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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. ...
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Custom Logic in PreChat API findOrCreate.map.doFind - Embedded Web Chat

We are building a web chat with a custom prechat form where we are taking input of First Name, Last Name, Phone and Email. We used prechat API to find an existing account with the provided details ...
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43 views

Case is not automatically associated with the Chat Transcript on the Service Console

When the customer fills in the pre-chat form with some basic info like First Name, Last Name, Email, Subject and Company and Begin the Chat the case is not automatically associated with the Chat ...
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prechatFormData form data is coming as undefined

I am using the Embedded Service Deployments for the Chat feature in the Salesforce. I have the chat button on the experience site i.e. the public community website. My requirement is to redirect a ...
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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?
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17 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 ...
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How can I auto start chat in preChat(LWC) when the page loaded and the condition is true?

How can I auto start chat in preChat(LWC) when the page loaded and the condition is true? I tried to do the code below import BasePrechat from 'lightningsnapin/basePrechat'; import { api, track } from ...
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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 ...
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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 ...
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116 views

Adding new lookup to Omnichannel prechat: trying workarounds

I was asked to insert a prechat form, for the community omni-channel, and include 2 lookup fields for the Case created: contact of the user starting the chat. This Contact should be mapped to User....
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Can i have relative image paths, in community prechat field?

I'm researching the branding of a Lighting community's pre-chat, and i'd like to know if there is a way to avoid using the full path of an image on those fields: Chat Waiting Background Image URL ...
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410 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 ...
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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 ...
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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 ...
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258 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 ...
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1 answer
898 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 ...
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252 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 &...
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494 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 ...
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1 answer
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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 ...
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1 answer
524 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 ...
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1 answer
41 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 ...
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2 answers
492 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 ...
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308 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 ...
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1 vote
1 answer
2k 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 ...
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1 vote
1 answer
810 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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45 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" ...
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2 votes
0 answers
609 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: "...
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2 votes
1 answer
142 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 ...
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1 answer
791 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 ...
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1 vote
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75 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 ...
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2 votes
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229 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 ...
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1 answer
471 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, ...
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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 ...
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1 vote
0 answers
437 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/...
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174 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 ...
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1 answer
946 views

Service cloud snap-ins pre-chat form

I am using snap-in with pre-chat enabled to implement chat functionality on our website. I am using the code snippet that is generated by the snap-in. Everything works great but I have 2 questions: ...
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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 ...
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3 votes
2 answers
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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 ...
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1 vote
1 answer
855 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 ...
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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 ...
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1 vote
1 answer
262 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('...
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9 votes
1 answer
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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 ...
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1 vote
1 answer
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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 ...
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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: ...
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1 vote
2 answers
406 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 ...
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