Live Agent

Issue :  chat transcript are not getting attached to Case records.

We have Snap-IN( Embedded Service chat)  as well as Legacy Live Agent chat implementation in our org.

We are findings that there are lots chat transcripts which are not associated to its parent Case records. We are not able to find any RC for this as this is OOB feature where Chat transcript gets attached to Case record once it is completed. We have found 50 plus such records in our initial investigation.

We went through the help links but we did not get explicit information on such deviation/issue/bug.

@Ashish Srivastava  @Gaurav Saraswat 

I have built a BOT using AMAZON Lex and Lambda and its working well.  However, if the BoT cant solve the users issue, they will then transfer to Live Agent.  I can open a liv agent session from the BoT, but I cant find a way to pass over the conversation history, and also a new window opens which will confuse the user.  I have my AMAZON BoT exposed on a comminities VF page.

Any idea how to have live agent import an existing conversation, or how to have it keep the current window?

I can't find the setting to "Enable Support QuickAction Rest endpoint for Guest Users" as referenced in the help documentation (or any further info about other impacts this might have when enabled). Can anyone point me in the right direction? TIA

Today the Global Action setting we have for Snapins Chat PreChat quick action managed to reset itself from Case Origin = Chat to Case Origin = Web.  It has done this in the past and we don't know why.  It happened at almost the same time as the Service Degradation issue for our org was resolved.  Has anyone else had this happen?  Do you think the timing was coincidental or could this have been caused by the service degradation problem?

Hello. Can anyone tell me is it possible for a user to see an agents status but not have the Monitor option in Omni-Channel supervisor console. The user cannot see the chat transcript live or post. I've tried different chat configuration and object settings. But they either have the agent status with monitor or nothing. 

Kind of stumped??

Hello.  Does anyone have familiarity with direct to button chat setup?  We have Service Cloud and are using embedded service on our Community.  We discovered with embedded service, we cannot have multiple buttons, so it was suggested to look into direct to button.  We have 3 global teams that will support multiple languages, so we need a solution that for example could route an 'English' chat to one of the 3 teams based on the user's country.  But then we also need chat support for other languages and to route to the appropriate team by country/language.  We are also trying not to do any config in VF.  

If you have a similar set up, would you be willing to have a discussion on how you have your system configured?

thanks,

Brandi

Hello friends. We use an embedded service chat on our website and public community. We also use Knowledge on our community. I am now trying to figure out how to suggest articles to our customers in chat before they connect to an agent. I have seen examples where topics can be clicked in the chat and the articles are then presented based on topic. I am struggling to find a trailhead or blog post that can get me started on this type of thing. 

Thanks for any help and advice.

Hi we have a request from our agent to have a desktop notification for a new chat. We have selected 'Notifications Enabled' in the live agent configuration, but it does not work. Only the sound notification is working. There is a known issue about that : https://success.salesforce.com/issues_view?id=a1p300000008Z3qAAE : When Omni and Live Agent are both enabled, desktop notifications will not appear for the browser.

Has anybody found a work around solution ?