I am using MIAW Enhanced Web Chat on Experience Cloud (Experience Builder).
Issue: When I minimize the chat window, the default circle button reappears. I want only my custom button to show.
It is there any option?
,
We had similar issue when working on similar feature.
You can override standard button class and make it hidden. Add the css in respective embedded site.
Do let me know if you need more info.
We are currently configuring enhanced chat to use within our experience site. How can I configure the "Agents are not available. Try again later." message in salesforce enhanced chat? We are not putting agentforce within our chat to start.
- have you seen reasonForNotRouting?
I've tested checking Agent Availability in Onmi Flow then routing... to nothing... but updating the the reasonForNotRouting text to be custom
https://help.salesforce.com/s/articleView?id=service.omnichannel_create_reasonfornotrouting.htm&type=5
Salesforce Omni Channel Flow reasonForNotRouting (YouTube InfallibleTechie)
Hello we are trying to block our customers from sending us links on enhanced chat v1.
We still want our Salesforce users to be able to send links.
Hi @Reginald Swan,
Enhanced Chat doesn’t currently offer a native option to block only customer-side links while still letting agents send them. The common workaround is to include custom validation or pre-message filtering using Embedded Service SDK, bots, or middleware. This helps detect URLs in incoming customer messages and block or warn users before they submit their messages. Salesforce users can still keep normal link-sharing capability on the agent side.
As part of the business requirement, a set of questionnaires (not via a survey link) should be sent after the agent ends the conversation. The responses captured from these questionnaires must be stored against the corresponding Case record.
Hi @Manoj Nambirajan: Sure, let me check and I will update you on whether this works for me or not. Thanks.
Hello,
We have migrated over to the MIAW from the Classic Live Agent (Chat Transcripts) and have noticed it's not a Like for Like. Can anyone assist me in the following:
Do I have to create all these myself? We are using an Embedded Services
Thank you in advance for you time and assistance.
MIAW is an enhanced messaging channel, and unlike the standard messaging channels, the content of the conversation (the transcript) is not stored in the ConversationEntry object.
Please refer to the articles below to learn more about the differences between standard and enhanced channels and the different ways you can export the conversation data in Enhanced Messaging:
https://developer.salesforce.com/docs/service/messaging-object-model/guide/messaging-object-model-access-data.html
https://help.salesforce.com/s/articleView?id=service.working_with_conversation_data.htm&type=5
https://help.salesforce.com/s/articleView?id=service.conversation_transcripts_aws_database.htm&type=5
https://help.salesforce.com/s/articleView?id=003600224&type=1
Just in case anyone else encounters this issue when trying to add a Permission Set for Enhanced Chat to a Permission Set Group.
Per the instructions for
giving users access to Enhanced Chat I created a custom Permission Set and left the License dropdown set to None, then added the App Permission "Enhanced Chat Rep." The problem came when I tried to add my new Permission Set to a Permission Set Group, rather than just assign it to a user. I kept getting an error telling me that the Salesforce "user license doesn't allow the permission: Enhanced Chat Rep."
Finally I realized I needed to make two separate Permission Sets. One with
Enhanced Chat User selected as the License and Enhanced Chat Rep selected in App Permissions. And then a second with no license selected and all the other necessary permissions that aren't available in the license specific permission set options.We recently went live with Salesforce embedded chat on our website. Our agents are currently finding it difficult to monitor incoming chat requests, as the notification icon appears briefly and can be easily missed and they don't have their headphones on all the time.
Is there any way we can highlight the tab they're logged in to Omni channel with a flashy pop up/color that can draw the agent's attention. Basically I'm looking for a visual indicator to alert the agent of a new chat request. Looking for suggestions.
@Shashank N - have they enabled the Browser Notification for new incoming work in the Omni-Channel widget settings?
Is there any public information regarding the timeline for the ability to send attachments in Enhanced Chat v2? Or is there any proposed workaround?
https://help.salesforce.com/s/articleView?id=service.enhanced_chat_feature_comparison.htm&type=5
Is there a recommended path for customer inactivity given timeout is not available within v2?
https://help.salesforce.com/s/articleView?id=service.enhanced_chat_feature_comparison.htm&type=5
Customer inactivity is only available in Enhanced Chat v1, not enhanced chat v2. Pls refer to the help article in the original post:
Setup > Embedded Service > Select any ESD > Here it is redirecting me for testing, I am able to initiate the chat.
but when I am not getting any notification in backend Service Console Message Inbox. Please help me
Have you configured routing channel? - Either through queue or omni channel?. Also assigned user to group?.
Check in omni-supervisor where the request resides!.
