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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 ...
Doug Ayers's user avatar
  • 4,196
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()....
Adrian Larson's user avatar
  • 151k
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 > ...
crmprogdev's user avatar
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
phani's user avatar
  • 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 ...
moth's user avatar
  • 454
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 ...
CallMeNorm's user avatar
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 ...
Gaurav Kheterpal's user avatar
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....
sfdcfox's user avatar
  • 497k
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 ...
Doug Chasman's user avatar
  • 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 ...
Saroj Bera's user avatar
  • 14.8k
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 ...
crmprogdev's user avatar
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 ...
Itai Shmida's user avatar
  • 5,045
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. ...
Saroj Bera's user avatar
  • 14.8k
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 ...
Halfwarr's user avatar
  • 619
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 ...
Jakers's user avatar
  • 31
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. ...
Adrian Larson's user avatar
  • 151k
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 ...
Daniel Hoechst's user avatar
3 votes
Accepted

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 ...
Daniel Hoechst's user avatar
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....
Ayub's user avatar
  • 3,543
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 ...
Kenny Mentele's user avatar
3 votes
Accepted

Does the Prechat API work with Omni Channel and Lightning?

Yes it absolutely works. You haven't provided enough details to identify specifically where your code is failing, but I just set up a Prechat page which routes to Omni Channel, and it creates a Case ...
Adrian Larson's user avatar
  • 151k
3 votes

Is it possible read/write settings of embedded_svc in lightning component of preChat snap-in?

Thanks friendofflore for your answer this really helped me out. At present There are definitely some contradictions in the documentation which doesn't make it entirely clear what you can and cannot do ...
BenRowley's user avatar
3 votes

Einstein Bot: get current Community User for Live Agent Pre-Chat

I've come up with a solution that seems to be working to get back the logged in community user details. You need to override PreChat Lightning Components with your own custom components. This needs ...
Shantanu Srivastava's user avatar
3 votes
Accepted

Masking sensitive content in a Chat Transcript

Do chat transcripts get saved to the database every time a new message is sent, or, are they stored in memory until the chat has ended before being committed at once? After some testing it turned ...
Mossi's user avatar
  • 3,986
2 votes

Preventing multiple LiveAgent chat windows from being opened

I was able to solve this using JavaScript by detecting if there is still a live agent window open, and calling the .focus() method on that open window. The problem with Deployment API is that when ...
Cunning Badger's user avatar
2 votes

Any way to get the current wait time in a chat queue?

There is no way directly from Salesforce to give a wait time. You could implement a custom VisualForce page and use the liveAgent:clientChatQueuePosition component, along with historical data from ...
Matt Barry's user avatar
2 votes

Using Single Online/Offline button for multiple skills in Live Agent

I have a solution that I wanted to share. It has taken a bit to get here. You can use the "fallback" option found late in the developers guide. My steps were: Create a "catch-all" live agent button....
Joseph Smith's user avatar
2 votes
Accepted

How to show full Name Live agent name in sales force?

By default Salesforce shows First Name and the first letter of Agent's Last Name. You can customise it by going to: Live Agent Configurations > Edit next to your configuration In Custom Agent Name ...
neff's user avatar
  • 1,416
2 votes

Debug Live Agent

I don't think you can log the preChat API methods except putting some alert statements in your JS script tag. Are you using liveagent.prechat.findorcreate.map.doCreate:Case? <script type="text/...
Atlas Can's user avatar
  • 1,877
2 votes

How do I prevent Live Agent from automatically opening subtabs in service console

You can control which tabs open when a chat arrives within your Console settings. In the Setup tree go to Create->Apps and edit the console you're using. There's a section called 'Choose Chat ...
Paul H.'s user avatar
  • 1,348

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