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Questions tagged [pre-chat]

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4 views

Live Chat: pass value to onInit function from web page

We are implementing Live Chat in a web page using an Aura Component to handle the Pre Chat Form and we need to get the country before showing the form. In a previous implementation we were getting the ...
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11 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 ...
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12 views

Lookup of existing records fails when using a language other than english in embedded service settings snippet

I'm running into an issue with the use of the embedded service settings snippet. It works fine when I do the following with the embedded_svc.settings.language = 'en' embedded_svc.settings....
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34 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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114 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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42 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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23 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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22 views

Trigger not working right with embedded salesforce chat in production

I have a trigger that should associate a contact to a case created with embedded chat on the front end. If a case is created manually on salesforce prod, it's working just as expected but not with ...
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45 views

Prepopulating the prechat fields in chat window for loggedin user in salesforce

How can we prepopulate the fields for the prechat fields in the chat window for embedded sevice deployments to pass the values to live agent for the logged in user.
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60 views

Custom pre-chat before Live Chat

I have a tricky question to ask. I have to transfer the chat from the Einstein Bot to the Live Chat. I'm aware of the Pre-Chat settings where we can insert custom code (lwc, aura) on the E.Bot. My ...
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36 views

Live Agent - Pre-Chat - Preselect Contact or Show Search Results

When the user enters their information into the pre-chat form and clicks the Start Chat button, I want to: Look them up in Contacts and return the most specific matches I can find based on Email, ...
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1answer
32 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 ...
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1answer
173 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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20 views

Embedded service validation

I found that we can use the embedded_svc.settings.extraPrechatInfo to find a Contact but if its not found a Contact will be created. The requirement I have is that if the email provided on chat does ...
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1answer
32 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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9 views

Fetch Pre Chat details from VF page to create Lead if status is Missed

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 chat transcript is created with status "Missed&...
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1answer
149 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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13 views

Setting an initial value on pre-chat's picker option

I am building a pre-chat form for a SalesForce chat. One one of the fields is going to be the SCSPrechatPickerOption. I am struggling to set its initial value, just like it can be done with ...
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1answer
88 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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1answer
439 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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38 views

Embedded Chat PreChat Form

I am using the Salesforce embedded chat functionality in a customer community. For security purpose, I don't want users to be able to change their name and email address when using the chat ...
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12 views

I want to implement skill based routing in salesforce classic

I want to implement skill based routing in salesforce classic and want to add custom prechat page to get values for routing skills from the visitor like preferred chat language and topic. How to map ...
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135 views

Embedded Code Snippets, how to configure extra pre-chat info similar to JavaScript Snippet Settings File?

Pre-chat configuration is working correctly for a Community using a static resource JavaScript file. I am configuring this setting: embedded_svc.snippetSettingsFile.extraPrechatInfo = []; - Link When ...
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1answer
282 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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30 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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30 views

SalesForce Live Agent Chat - How Do I Listen For When A User Completes A Pre-Chat Form And Starts A Session?

I have an embedded iFrame on my page that allows the user to talk to my agents in the SalesForce console. The chat window consists of a div with a header bar and an iFrame to host the SalesForce chat ...
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45 views

Remove pre-chat form and pass data from external site directly to the salesforce to create case record

I have live chat implementation hosted on the external site. User fills the pre chat form (name,email,subject etc) and starts the chat. These pre chat form details are used to create a case in ...
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301 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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1answer
50 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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75 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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1answer
355 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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46 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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0answers
126 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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1answer
267 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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1answer
1k 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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302 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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121 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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1answer
733 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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1answer
2k 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 ...
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1answer
894 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 ...
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1answer
460 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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1answer
1k 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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1answer
188 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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1answer
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 ...
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1answer
3k 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 ...
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1answer
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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2answers
358 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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1answer
2k views

Live Agent pre chat form customization not working

I have a requirement to apply branding to live agent prechat, I am able to apply CSS for pre chat from as VF page is available. Once guest user click on Chat now button.. Waiting screen and chat ...
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1answer
1k views

How to display picklist values using HTML in visualforce page?

I need to display all the picklist values from the case object using the HTML syntax in visualforce page. <script type='text/javascript' src='https://c.la1-c1cs-frf.salesforceliveagent.com/content/...
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2answers
2k views

Send parameter from chat button page to prechat form

I have an issue when I try to deploy live agent salesforce from sandbox to production. I created a HTML page to store my 3 chat button. I set a parameter and a dummy value to pass it to the prechat ...

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