Live Chat Window button problems?
Hello Service Cloud People!
I am trying to fix a Live Agent Chat window on a website. It is functional (chatting, cases, contacts). However, the buttons to minimize and X to close are not visible (or at least slightly outlined). Also, when minimizing the chat window, it turns pure white. Is there a way to fix the button visibility and change the minimized chat color?
Thanks!
Kevin.
I've developed a post-chat URL for a chatbot using a Visualforce (VF) page within Salesforce. However, when I attempt to embed this VF page within an external system, I encounter an issue displayed in the browser console: 'Refused to frame 'https://mydomain.my.site.com/' because an ancestor violates the following Content Security Policy directive: "frame-ancestors 'self'". Consequently, the survey fails to load. How can I resolve this situation and ensure that the survey is properly loaded when embedding the VF page in an external system, despite the Content Security Policy constraints? Are there specific steps or configurations to address this issue and allow successful embedding while maintaining security? #Postchat Form #LiveAgent User #Salesforce Surveys
I'm pleased to share an updated response to the question I raised in the community:
1. When trying to display a survey in the post-chat URL within the chatbot live agent setup, it works seamlessly when used within the Salesforce Experience Site.
2. However, challenges arise when I attempt to integrate it with an external system, resulting in an error within the browser console.
3. After thorough investigation and extensive testing, I've identified the underlying issue – it stems from the lack of a suitable license for conducting surveys with an external system, specifically the Feedback Management license.
I'm delighted to have expanded my knowledge through hands-on experience with this topic.
When an Agent receiving chat from End User the chat Transcript is Taking First Message as Chat Transcript Name until it is closed or created. attached Image below for reference.
Thanks in advance help much appreciated!
#Live Chat #Live Agent Chat #Live Agent Web Chat #Chat Transcript #Service Cloud
We have a sales team in our Salesforce org that would like to use chat launched from Salesforce (not an external website) in order to chat with their support team, who is also in Salesforce. Chat seems to be a better option for this than Chatter.
How would one create a Chat Deployment and place a component in their homepage (for example) to launch Chat? #Live Agent Web Chat #Live Chat #Live Agent Chat
Forum Ambassador
This talks about it in the idea of using it for bots... BUT it is essentially the same for livechat deployments.
https://chatbotslife.com/einstein-bots-for-employees-the-easy-way-4ccf80e4ae16
also try slack :)
I am having an issue where duplicate transcripts are being created as customers click the 'Start a New Chat' button after a transcript was missed and we display a 'No agents available' message. SFDC thinks it is due to subsequent attempts to start a chat by the user. Has anyone been able to disable the option to start a new chat? I'd like to remove the button.
You cannot remove it directly. You will have to write small code for it. I had same use case and was able resolve it by writing few lines of code. The No agent available will only possible when a maximize event is fired: embedded_svc.addEventHandler('afterMaximize', function(data) { timeInterval = setInterval(function () { if(document.getElementById("dialogTextTitle") !== undefined && document.getElementById("dialogTextTitle") !== null ){ if("No agents available." == document.getElementById("dialogTextTitle").innerHTML ){ const embServiceButton = document.getElementsByClassName('embeddedServiceSidebarButton'); for(i=0; i<embServiceButton.length; i++){ if(embServiceButton[i].innerHTML.indexOf("Start a New Chat") !== -1 ){ embServiceButton[i].style.display = 'none'; } } } }clearInterval(timeInterval); }, 200); *************************************************
or embedded_svc.addEventHandler('afterMaximize', function(data) { timeInterval = setInterval(function () { const embServiceButton = document.getElementsByClassName('embeddedServiceSidebarButton'); for(i=0; i<embServiceButton.length; i++){ if(embServiceButton[i].innerHTML.indexOf("Start a New Chat") !== -1 ){ embServiceButton[i].style.display = 'none'; } }clearInterval(timeInterval); }, 200);
Hi everyone. Does anybody know if it is possible to find existing contacts by email and recordtypeid when using lwc for a custom prechat form on an embedded service?
Before the lwc we were able to do this with the standard prechat form by customising the embedded service snippet settings js file.
Those customisations looked like this:
<script type='text/javascript'>
var initESW = function(gslbBaseURL) {
embedded_svc.settings.displayHelpButton = true; //Or false
embedded_svc.settings.language = ''; //For example, enter 'en' or 'en-US'
embedded_svc.settings.extraPrechatFormDetails = [
{"label":"First Name",
"transcriptFields":["PreChat_First_Name__c"]
}, {
"label":"Last Name",
"transcriptFields":["PreChat_Last_Name__c"]
}, {
"label":"Email",
"transcriptFields":["PreChat_Email__c"]
},
{
"label":"RecordTypeId",
"value":"0127F000000Hj9CQAS",
}];
embedded_svc.settings.extraPrechatInfo = [{
"entityFieldMaps": [{
"doCreate": true,
"doFind": false,
"fieldName": "LastName",
"isExactMatch": false,
"label": "Last Name"
}, {
"doCreate": true,
"doFind": false,
"fieldName": "FirstName",
"isExactMatch": false,
"label": "First Name"
}, {
"doCreate": true,
"doFind": true,
"fieldName": "Email",
"isExactMatch": true,
"label": "Email"
}, {
"doCreate": true,
"doFind": true,
"fieldName": "RecordTypeId",
"isExactMatch": true,
"label": "RecordTypeId"
}],
"entityName": "Contact",
"saveToTranscript": "Contact",
"showOnCreate": true
}];
@Andy Kallio I can not provide developer support Im afraid, (we do have the developer forum) my suggestion was to not do this in code at all and to use omnichannel flow instead.
there are also options to not have to do this with any customisation that you may not be aware of, we will reach out offline
Hello, everyone! Omni-Channel notifications (new chat notification sound) have stopped working for SOME of the agents. It makes me believe that it's a client-sided issue and not on the salesforce side, since it happens to about 10% of the agents. Has anybody ever encountered this? I tried every fix I found online and it didn't do anything. No changes have been made to the org, nothing. Salesforce sound is on as well, it works whenever agents send messages but doesn't work whenever there's a new chat coming to them. I tried 4 different browsers (Chrome, Firefox, Opera, even downloaded Microsoft Edge) - none of them work. #Omni Channel #Live Chat #Service Cloud #Notifications #Live Agent Chat #Live Agent Chat #Chat Notification Sounds
Looks to be on Windows' end. Tried it on my Windows machine - doesn't work at all, tried on a MacBook - works perfectly. Would be glad if someone knows what to do in order to fix this :(
Hi Community,
I'm wondering if anyone out there found a workaround in order to allow chat support agents to manually take chats from a list in Lightning, similar to the Routing Type "Choice":
"Incoming chat requests are added to the queue in Chat in the Salesforce console and are available to any agent with the required skill. Not supported in Lightning Experience."
https://help.salesforce.com/s/articleView?id=sf.live_agent_chat_routing_options.htm&type=5
There is this idea for the same https://ideas.salesforce.com/s/idea/a0B8W00000GdXVmUAN/choice-routing-for-omnichannel-chat-similar-to-live-agent
That's a request I keep getting from the business for sometime now and I'm wondering if there's a workaround for that? I guess the workaround could be to use External Routing type and build something custom to allow agents to accept chats manually... but I'd prefer a more standard option, I don't want to build a custom Omnichannel 2.0 for this xD
Any order idea for this?
Hello friends. We have just noticed that our live chat button sits over the top of our Add to Cart button on iPhone 11, 12 and 13 on safari. Just wondering if anybody else has run into this issue and if anybody has advice on how to fix. Thanks! #Live Chat #Live Agent Chat@* Salesforce Administrators *
Hi Hela. Thanks for this. We found that it was actually CSS on the commerce cloud page that was controlling the position. Salesforce support told me it was not possible to change position with the embedded service snippet.
Hi,
We are using chat Omni-Channel Queue-based routing.
We are looking for a way to assign backup agents.
For example, an agent from queue 1 will support another queue (let's say - queue 2). So, when all of the agents in queue 2 are busy or offline, the agent from queue 1 will be also assigned to chats assigned to queue 2. How can this be achieved?
Example:
Eventually, I've created a custom object and that allows managers to define rules that will set users or queues to be backups of other queues based on the weekend day.
The process is triggered by a scheduled flow.
