8
votes
Accepted
How to determine Omni-Channel Agent Status in APEX?
UserServicePresence is the right place to look. Offline is simply the absence of a status. If there are no UserServicePresence records where IsCurrentState==true, the user is in an offline state.
- 376
7
votes
Accepted
Automatically associate chat transcript to case and account
When manually creating the Case in a console component instead of letting Salesforce create the Case automatically via pre-chat or deployment API then you will need to use an apex trigger on the ...
- 4,156
6
votes
Accepted
Is it possible to create the SkillUser object from apex
You can use REST to create these records as well. I find it a much simpler approach.
public static HttpResponse postSkillUser(SkillUser record)
{
String endpoint = URL.getSalesforceBaseUrl()....
- 149k
6
votes
Logging into OmniChannel does not login to LiveAgent
The first thing i recommend you do is go to Customize > Omni-Channel > Presence Status and get the names of the presence statuses for when your users are online. Next, go to Customize > Manage Users > ...
- 40.8k
5
votes
Accepted
Unable to fetch queues in Live agent button + omni channel
Queue->select the queue which u r using in omni ->Supported Objects-> select Live Agent session and Transcripts.
Then it will works
- 66
5
votes
Accepted
Is it possible read/write settings of embedded_svc in lightning component of preChat snap-in?
At this moment, the full Snap-In embedded_svc library structure is not available in Lightning. If you are developing in a Community and using the OOTB Lightning Snap-In component, for example, you are ...
- 454
4
votes
Accepted
Wait until liveagent.init() finishes
Just in case someone else comes across this. We have an article that explains how to handle this
https://help.salesforce.com/apex/HTViewSolution?urlname=Live-Agent-Starting-a-chat-ends-with-a-404-...
- 7,990
4
votes
Accepted
Live Agent Case creation from Pre Chat
Method One : PreChat API Only (Record Type by ID)
Create a hidden input field that will host the Record Type by Id, because RecordType Name is not supported in live agent:
<input type="hidden" ...
- 3,482
4
votes
Accepted
Live Agent: issue with startChat
I figured this out, I had to add "liveagent.showWhenOnline" to window._laq, but not "liveagent.showWhenOffline". Here is the working code if anyone is interested:
<html>
<head>
&...
- 2,715
4
votes
Debug Live Agent
If you're using the javascript library then you can call liveagent.enableLogging(). It probably isn't going to give you the level of detail you want, however it might.
Information on this is ...
- 141
4
votes
Live Agent Geo-location feature
As a best practice: don't do it (at least, automatically). Just because they appear to be located in a place you don't service does not mean they are in that place, or that they live there permanently....
- 477k
4
votes
Accepted
400 Request is not a valid ChasitorInit - live agent rest api
A few things may be at play here.
1) Try passing the X-LIVEAGENT-AFFINITY value as null. This prevents the session expiry.
2) If you copied your JSON from the online documentation example, it's ...
- 15.5k
4
votes
Accepted
Locker Service for Communities blocks any attempts to include Salesforce Live Agent. Is this a bug?
excellent post and I am sorry to see that you had to spend so much time on this.
Known issue and already tracked with bug W-3214759 Live Agent Chat is blocked in Community Templates with Locker ...
- 10.1k
4
votes
Accepted
Unable to send chat message in live agent via REST api
I tried to access Salesforce Live Agent REST API(version 40) through a standalone Java class and was able to call all methods successfully. Please see the below code and check if you have missed ...
- 14.5k
4
votes
Embedded Service Chat Standard Lightning Component popup
By design, components are not allowed to access "the Window". For that reason, you'll not be able to get one to open in a new Window. What you will be able to do though is allow the user to press a ...
- 40.8k
4
votes
Accepted
Embedded Service Chat component in community - using "Snippet Settings File" javascript to override pre-chat file is not working
Eventually I did succeed on the task to use this javascript override.
But I did it in a specific way - not as in my question
In this snippet I am disabling the creation of case and contact, and in a ...
- 4,975
3
votes
Accepted
LiveAgent.startChat(): wrong redirecting
At the end we have opened a case to Salesforce and there was a solution not yet documented by Salesforce (but I think they will do it as soon as possible).
It is necessary to change the liveagent....
- 1,161
3
votes
Accepted
LiveAgent - preChat: "The chat window may only be launched from a button -- you cannot access it directly."
It could be a problem of access to the PreChat page. Try to add it to the Site Visualforce Pages of a public Site and give the right accesses to the page itself.
3
votes
Accepted
Live Agent Pre-Chat API: Disable creating new case
This is happening because when you have added Liveagent console to an app you might have specified to open New Case form.
- 56
3
votes
What is the Integration Toolkit use case? Can I use it to watch for Live Agent chat events like Chat End?
The main purpose of the "Integration Toolkit" is giving the ability to developers to interact with Service Console.
The Salesforce Console Integration Toolkit provides you with
programmatic ...
- 1,243
3
votes
Debug Live Agent
For anyone else whom may stumble across this - We had the same issue while utilizing a PreChat Form. I could not get a good debug log at all (very frustrating...). In the end I was able to inspect all ...
- 31
3
votes
Accepted
Live Chat error message "Session required but was invalid or not found"
You haven't include header for ChasitorInit request:
X-LIVEAGENT-AFFINITY
Where X-LIVEAGENT-AFFINITY is the system-generated ID used to identify the Live Agent session on the Live Agent servers. ...
- 4,105
3
votes
Accepted
How to keep Session Id and key after implement ChasitorInit request
Part1
If you look at SessionId response, you will see parameter clientPollTimeout:
The number of seconds before you must make a Messages request before your Messages long polling loop times out and ...
- 4,105
3
votes
Accepted
Way to open Pre-chat form window in the centre of the parent browser screen
There is no official support to position the chat form in the Deployment API. Only available setting is to set the width and height by these API methods setChatWindowWidth and setChatWindowHeight.
...
- 14.5k
3
votes
Accepted
Any way to get the current wait time in a chat queue?
So for completeness I'm going to answer my question. Agentwork only works if you are using OmniChannel for chat. LiveAgent chat will not populate Agentwork object.
Now one thing to call out there is ...
- 601
3
votes
Accepted
When does the error Server Error: Org ID not recognized happen while setting up live agent in sites
I experienced this issue recently. Finally hunted down the article that shed some light on it for me: Live Agent server (endpoint URL) has changed and now Live Agent Chat is no longer working.
...
- 149k
3
votes
Accepted
Live Agent Start Chat From Post Chat Page
It isn't possible to skip the pre-chat page. The solution here is to create a second chat button that mirrors the first, but doesn't have a pre-chat page configured. You can use the deployment API to ...
- 24.9k
3
votes
Link a new Live Agent Chat to an Existing Case
Turns out I misread the Deployment API documentation. I thought you could just shove in values directly in findOrCreate, but instead you have to first addCustomDetail and then use the name you used ...
- 24.9k
3
votes
Is Live Agent possible with Leads and the Sales Console?
I guess Live agent does not support Sales objects but lightning powered live chat version does work ...it's called "Snap In"... there are lot of documents how to implement it...
https://resources....
- 3,423
3
votes
Accepted
Is it possible to upsert Prechat data in a custom Lightning Snap-in?
The Snap-Ins for Web Developer Guide contains this page:
Pre-Chat Code Examples
Find contacts but don't create new ones
In this example, we don't want to create contact records — we only want to find ...
- 396
Only top scored, non community-wiki answers of a minimum length are eligible