#Messaging Session토론 중인 항목 1개

I have created a custom button to launch MIAW Chat on Community page and have hidden the standard button by setting visibility as always hidden. But after starting a chat , unless the user clicks on 'End Conversation' and closes the chat window , the standard button will always be visible. Even if agent ends the session , the user can still send new messages or just minimize the chat window. The conversation does not end. If user logs out with keeping the chat window and again logs in after sometime , chat window is still open on that page. Basically the custom button is of no use if user starts a chat and  doesn't end conversation and closes window.

Is there any APIs or any other way to close complete conversation when Agent ends the session?

#Messaging Session #Service Cloud #Messaging

Hello Everyone,

Just want to ask if it is possible to end both Conversation and messaging session  when agent click End Chat button in messaging session page so that it will also end the conversation in customer's prechat form?

#Service Cloud

 I’m working on migrating from LiveChat to Messaging for In-App and Web and need to apply custom CSS to the Einstein Bot within the customer chat window. Specifically, I want to:

• Increase the font size for better readability
• Make focus states clearly visible for accessibility
• Avoid keyboard traps to ensure smooth tab navigation

 While inspecting the implementation, I looked into the minified .js asset files to find styling hooks or class names, but modifying those directly doesn’t seem safe or maintainable.

I’m looking for guidance or examples on how to safely apply these styles, ideally without breaking Salesforce updates. What’s the recommended approach for customizing the chat window UI in this context? Is there official support or documentation for this kind of styling? 

In legacy Live Chat, we used to show all chat transcript record for a particular Case on our community case detail page in a related list. It seems we cannot do the same in MIAW because we can only fetch the conversation via Connect API. Just came across this MIAW feature that it allows end users to see old conversation if they are verified. Can anyone please help with how to verify users for this. I have seen multiple documents but they all seem to be about external Websites and android apps. I need this only for Community.

Not sure , if it will serve our purpose because we display chat button on Case Detail page and would ideally like to see conversation for that particular case only but one end user can have multiple cases.

#Messaging Users #Messaging Session #Service Cloud #Messaging

I have configured MIAW on community and pass the case ID and User ID as hidden pre-chat fields. In the omni-channel flow , I'm linking the case and contact to messaging session and messaging user object and then the routing takes place. 

The pre-chat frequency is set to Every Session , so I get caseId and user Id whenever a new session starts. But there is a scenario that session is inactive and customer again sends a message.  

I'm sure here the pre-chat fields will not be sent again but since the Messaging Session was already linked to a Case , it should route properly. 

Instead , even the related case record is removed from the Messaging Session. I'm  updating the messaging session only when a caseId is received  , then how it is becoming blank ? Also , the chat is now routed to Fallback Queue. When exactly does this omni-channel flow gets invoked ? 

Hello Everyone,

Just want to ask why in messaging session from inactive to waiting to active status, change the related record case subject field gets updated from being populated to blank? why this happens?

#Omni Channel #Messaging Session #Case

We have implemented MIAW on 3rd party external system and want to fetch the end user's context details from their browser cookies who has initiated the chat.

#Messaging Session  #Third Party Cookies  #Cookies

Does anyone know how to access the ConversationContextEntry object in Omni-flow? I keep trying to create a variable within the flow but the object is never there. I've added the permission necessary via permission set but I still can't see it. Any ideas?

#Salesforce #Messaging Session #Omni Channel #Flow