#Live Agent0 personne en discute

Hello All,

Need help/ deck/ content with Salesforce Service Cloud offerings on Service Console, Email to case, Web to Case, Live Agent (Chat), Knowledge, Omni Channel. Have to present to a customer. Trying to collate the best of the minds out here.......PLEASE share.

Please help........really looking fwd. to get some deck/ content that any of you may have.

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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.

Hi Everyone, Has anyone implemented the live agent for mobile? Please guide.

Regards,

Sushant Manchanda.

My understanding is that the only way to make the chat button available on our website is to toggle it by the agent status in the live agent console. This works fine but how do you handle for the scenario when you have incoming chats in queue and want to not allow anymore incoming chat requests coming from the website?

If you make agent status offline or away you will lose the current queued requests.

Has anyone successfully been able to handle queues and essentially turn off the chat button on a website without changing all agents status?

Hello!  Looking for best practice on the "Customer Time Out" setting for live agent chat support!  The help text for this field says timeout is based on the agent's last response, but it is actually the agent's first response.  i can see this being a problem if our agents type "hold on for a few minutes while i research..." which doesn't elicit a customer's response, but the time out counter is ticking.

i have noticed that when sometimes i chat other companies, some agents are very engaging and make small talk to keep customers engaged.

Would like to know:

- Do you set customer time out? if so, what is the time you set it to?

- Do you train agents to keep customer's engaged? if so, what kind of tips do you have?

thanks!

Hi y'all!  Apologies if this is the wrong place to post but I'm having difficulty with setting up a sensitive data rule for hiding 10 digit account numbers for live chat.

It seems like when I set up a pattern for a rule, for example: account number: ^\d{10}$, with the option to replace it by "**********", and I try the pattern by typing in "Hi, my account number is 1234567890.  Please help me", the pattern does not get applied. It will still show: "Hi, my account number is 1234567890.  Please help me". But when I type in only the numeric pattern: 1234567890, it works.

How can I ensure the rule gets applied no matter what someone would type in before or after? 

Hello. I am still learning about Einstein Bots and had a few questions all related to using Einstein Bots and Live Agent with our corporate website with our inside sales reps acting as "agents". Basically if someone comes to our website and looking for information, we want to engage with them and send them to information.

Can Einstein Bots:

• Direct website visitors to information they are interested in with as little human intervention as possible?
  • Example:  If someone from a specific company visits our site, can the Bot recognize this and serve up personalized content with a specific greeting that directs them to a whitepaper or page that corresponds to the users industry?
• Offer meetings (ties into Outlook calendar) for the appropriate sales rep. ? (Tie-in with Inbox?)
  • Can it allow sales and the prospect the ability to choose preferred meeting date/time based on availability?

Thanks,

Rick

Hi,

We are trying to build integration b/w a chat application and Salesforce Live Agent.

For this we are using Live chat rest resources and as per the documentation we are able to initiate chat and after chat acceptance able to get agent name and the greeting message.

But we were unable to keep the session alive for more than 2 minutes from agent side. As we ran into callout exception error.

In the web-service for polling we are keep hitting the get chatmessage Live chat API when we are getting 200 and 204 response code from same as per below references. But after 120 seconds of chat established we ran in to callout exception.

https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_http_long_polling_loop.htm

https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_Messages.htm

https://help.salesforce.com/articleView?id=000331168&type=1&language=en_US&mode=1

Please suggest some solution/workaround regarding above problem.

Thanks,

Jatin

Hi,

We are trying to build integration b/w a chat application and Salesforce Live Agent.

For this we are using Live chat rest resources and as per the documentation we are able to initiate chat and after chat acceptance able to get agent name and the greeting message.

But we were unable to keep the session alive for more than 2 minutes from agent side. As we ran into callout exception error.

In the web-service for polling we are keep hitting the get chatmessage Live chat API when we are getting 200 and 204 response code from same as per below references. But after 120 seconds of chat established we ran in to callout exception.

https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_http_long_polling_loop.htm

https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_Messages.htm

https://help.salesforce.com/articleView?id=000331168&type=1&language=en_US&mode=1

Please suggest some solution/workaround regarding above problem.

Thanks,

Jatin