We use conferencing in live chat and I'm wondering if this feature is available for MIAW?
2 answers
Multiple agents in a conference is not available in MIAW yet. It is on roadmap.
#Chat0 discussing
- Recent Activity
- Created Date
- Recommended
- All Questions
- Questions with an Accepted Answer
- Unanswered Questions
- Questions with No Accepted Answer
I am trying to open a Messaging for In-App and Web chat programmatically, and I see that there may be some methods to do so, particularly embeddedservice_bootstrap.utilAPI methods such as:
embeddedservice_bootstrap.utilAPI.showChatButton()
The documentation shows what looks like a set up where the MIAW chat is added to a conventional website. However, I am trying to utilize these methods on an LWR site and have been unable to. Has anyone been able to pull this off? If so, how? I'm not sure what I am missing here.
5 answers
I found the answer for this:
In order to open a MIAW chat button programmatically, in my case via a button placed elsewhere on the page, you will need to use a javascript event. To be clear, you will be using the event conventionally, not in the method described here which would be more helpful in communicating one LWC to another. The MIAW chat is not an LWC itself, but the prechat is, so that made it so that I had to use a conventional JS event.
1. Go to your desired site and drop in the Embedded Messaging component with your MIAW chat that you want to use in the Experience Builder.
2. In the left side main menu, click Settings > Advanced > Edit Head Markup.
3. In the Head Markup editor, add a simple listener like so:
document.addEventListener('launchMIAWChat', function(e){ embeddedservice_bootstrap.utilAPI.launchChat();});4. Click Save.
5. Create an LWC that holds the button you want to use to trigger the chat.
6. Make it so that button calls a method in the LWC JS file when clicked.
7. Within the method that gets triggered on click, dispatch a JS event to the document object that has a value that matches the value your listener is listening for. Make sure to double check this since this is an easy area to make a mistake that keeps the whole thing from working:
document.dispatchEvent(new CustomEvent("launchMIAWChat"));8. Save and deploy to the org.
9. Add the button LWC to your page.
10. You should now be able to click and have the chat open right up whether it is hidden or not.
I created a screen flow and used a choice lookup element in it. I added a record choice set and filtered the records based on my personalized criteria. I tested out the flow as a System Admin and was able to select the choices and they were visble, but when I logged in as a Sales Rep or Manager I am not able to see any choice values. Can anyone help me out in understanding why it is happening. I even gave the flow access to the respective profiles and also the fields are accessible by the profiles. #Flow #Trailhead #TrailblazerCommunity #Elements
2 answers
@Sri Datta Pola Do these Sales Reps have access to the records (i.e. org-wide sharing settings, record type access, etc.)? You could consider having the flow run in a system-context where sharing is ignored. If you don't want to update your sharing model then you could consider having your flow run in system context where record level sharing is ignored. When you go to save your flow as a new version you will be presented with the option of how your flow should run.
2 answers
Yes. Please check this https://www.infallibletechie.com/2022/05/how-to-update-case-owner-to-chat-agent_11.html
I have a question regarding embedded service as below
Background : We have a default chat button associated with embedded service deployment. We also have another chat button with a separate queue. We've added the embedded service component on community and utilized the snippet setting file wit Prechat.js and made some changes to directToButtonRouting.
Now the scenario is like an agent is available with chat button 1(queue) and chat bubble is visible and with directToButtonRouting it is routing it to the other button for which agent is not available then the chat window waits & then shows not agents are available.
I don't want this to happen, rather if this is the case then it should not show the chat bubble itself. So is there a way from which we can query agents availability before initiating chat so we can stop this to happen, or any other solutions are also welcome.
4 comments
Hello can someone advise me on where to get the code to add a chat bubble to my own website to communicate to Salesforce?
Hello everyone,
Before I start: A similar question was already asked but did not get an answer (link: https://developer.salesforce.com/forums/?id=9062I000000gFFZQA2).
I created a Chat Embedded Service Deployments in Service Cloud and embedded it as Embedded Service Chat on my Experience Cloud page. It works just fine.
Now, I would like to use an "Automated Invitation" to invite the page user to chat with an agent.
I followed the instructions provided here:
- https://help.salesforce.com/s/articleView?id=sf.embedded_chat_community_static_examples.htm&type=5
- https://help.salesforce.com/s/articleView?id=sf.embedded_static_resources.htm&type=5
However, I just can't get it to work.
The code is loaded as I can see the console.log("Chat invitation file loaded")). However, there is no invitation button etc..
Any thoughts? What am I missing?
Thanks in advance!
3 answers
@Tobias Köcher well profiles controls functions and objects access.... the first thing we need to check are always profiles access. Thanks for the clarification.
Hello Experts!!
Please help me customize the dialogue message we get on closing an embedded service chat session. "End chat? Don't worry, after the chat ends, you can save the transcript. Click Save Transcript at the bottom of the chat window."
We are not using the save transcript functionality and hence want to modify this misleading message.
Warm Regards,
Abhay
4 comments
Hello @Abhay Pathak
We can change it under Additional Branding --> Edit --> Labels Tab Chat State: Chat in Progress Label Group : Close Confirmation
@* Service Cloud * @* Sales Cloud - Best Practices *
Hi All
I'm currently looking to deploy embedded chat in Production. We have created a Pre Chat Form to create a lead.
Can anyone confirm how I can set the Lead Source on the Lead created from the Pre Chat Form?
3 answers
Hi Brian,
I haven't worked with Pre Chat forms in a couple years, but I think I found a resource that can help. The important part is the hidden input containing the lead source to be set.
http://peterknolle.com/live-agent-pre-chat-api/ Example code (uncompiled and untested)
<!-- Detail inputs -->
First Name: <input type="text" name="liveagent.prechat:leadFirstName" /><br />
Last Name: <input type="text" name="liveagent.prechat:leadLastName" /><br />
Email: <input type="text" name="liveagent.prechat:leadEmail" /><br />
<!-- Hidden input to store Lead Source -->
<input type="hidden" name="liveagent.prechat:leadSrc" value="Chat" />
<!-- Map the detail inputs to the Lead fields -->
<input type="hidden" name="liveagent.prechat.findorcreate.map:Lead" value="FirstName,leadFirstName;LastName,leadLastName;Email,leadEmail;LeadSource,leadSrc;" />
<!-- Try to find the Lead by email (exact match) -->
<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Lead" value="Email,true;" />
<input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Lead" value="Email,true;" />
<!-- If the Lead is not found, then create one with the following fields set -->
<input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Lead" value="FirstName,true;LastName,true;Email,true;LeadSource,true;" />
Let me know if this helps!
Charlie
Hi Trailblazers!
Who knows how to reach Salesforce Labs, or who can help with one of their unofficial package?
We installed the Conversation Notifications Package to our Sandbox and set all the steps described in instruction, but it still not work for us. But the ringtone remains the same.
We have a request from our business team, as they need to change sound for new Chat in Omni Channel for our Chat Operators.
We contacted the Salesforce Support, but they only told us what we can write in the Community and that further checking on it, they realized and could confirm that salesforce Labs is a program that lets salesforce.com engineers, professional services staff, and other employees share AppExchange apps they've created with the customer community and can be used at the customer own risk and the salesforce.com is not responsible for any of the functionality.
Thanks.
2 comments
This is the URL that was given to me by my Salesforce Success Manager. Any help on this would be much appreciated! I have the same issue where I loaded the package followed all of the troubleshooting steps, reached out to Salesforce and they pointed me here.
https://login.salesforce.com/packaging/installPackage.apexp?p0=04t4T000000oLwmQAE
Hello! Hope everyone is well!
We are in the process of setting up and customizing an embedded chat deployment for our org and hope you can help us with the below questions.
1- Is there a way to hide the embedded chat window when all agents are busy/over capacity?
2- When you go to Embedded Service Deployment Settings, under Embedded Service Code Snippets (Get Code), How can I know if my chat snippet is version 3.0 or 4.0? I need 4.0 for automated invitations and to automatically populate the pre-chat form when customers are logged in.
3- In the Embedded chat set-up process, How do I remove the text “labels” from the chat set-up entirely (instead of changing the text)?
Thank you so much in advance for your help!
1 comment
I believe it's in your code snippet, see the 5.0 after embedded service... 5-6 lines from the tope
<script type='text/javascript' src='
https://service.force.com/embeddedservice/5.0/esw.min.js'></script>