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Sirlene Baratela (Salesforce Admin & Analista Funcional | CRM · Automações · Integrações at Longitude) asked in #Einstein Bots
Nov 19, 2024, 8:35 PM
Einstein Bot visible on the portal but not clickable

Hi, Trailblazers!

 

I’ve successfully configured and deployed my Einstein Bot for a Web Chat channel and added it to my Experience Cloud site. While the chat icon appears on the portal, customers can’t click on it to start a conversation—it’s unresponsive.

 

What I’ve checked so far:

The bot is active and tested successfully within Salesforce.

The Web Chat channel is set up in Omni-Channel, and the bot is assigned as the agent.

The Embedded Service code is correctly embedded in the portal.

The chat component is added in Experience Builder, and the icon displays on the site.

The Problem:

The chat icon is visible but not functional. Customers can’t click it to initiate a chat.

 

Has anyone faced a similar issue and resolved it?

Any help or guidance would be greatly appreciated!

 

#Einstein Bots  #Trailhead

 

#TrailblazerCommunity  #TrailblazerCommunityHelp  #Trailblazercommunitygroup

 

#EmbeddedServices  #Embedded Service Chat  #Embedded Chat

6 answers
  1. anurag sharma (NemesisPrime.pvt.ltd)
    Mar 11, 8:16 AM

    Hi @Sirlene Baratela ,  I’m running into this exact same issue where the chat icon is visible in the Experience Builder but non-clickable and disappears on the live site. Were you able to find a fix or a specific setting that was causing this? 

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Ankur Gupta (Manager at Capgemini) posted in Live Agent
Dec 23, 2020, 11:46 AM

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 

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Sreelekshmi V (Associate Manager at Accenture) asked in #Embedded Chat
Nov 16, 2021, 2:12 PM
Is Embedded chat is compatible in Safari Mobile Browser?

We see the snapin is different in Mobile browser and proper in desktop browser. Also the alignment issues. #Service Cloud #Embedded Service #Safari Browser #Embedded Chat #Embedded Service Chat

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Ricky Crabtree posted in #Omni-Channel
Feb 24, 2021, 4:43 PM

Hello colleagues!  My company's support area is in the process of implementing chat.  Can anyone share their experience or best practices to satisfy these criteria?  I'm specifically looking for Omni-Channel settings (queue or skill based), routing configuration recommendations, etc.

  • Chat available on our authenticated Salesforce Community and/or public-facing website
  • Automatic routing of chats to groups of individuals depending on a pre-chat form field (department)

I'm sure more requirements will surface but I'd like to start here.  Thank you!

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Judy Tang (Principal Solution Architect at OpenTable) posted in * Service Cloud *
Jan 26, 2021, 10:19 PM

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!

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Tom Bassett (Senior Solution Architect at Vera Solutions) Forum Ambassador posted in Service Cloud Users
Dec 29, 2020, 10:22 PM

Hello Trailblazers,

 

Please upvote my latest Service Cloud Idea;

Add Email as a Channel Menu Option

 

https://trailblazer.salesforce.com/ideaView?id=0874V000000ciUuQAI

 

Thanks, Tom

2 comments
  1. Tom Bassett (Vera Solutions) Forum Ambassador
    Jan 4, 2021, 9:05 AM
    Thanks for this suggestion, this is a neat workaround for now until Email is added as it's own option :)
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Tom Bassett (Senior Solution Architect at Vera Solutions) Forum Ambassador posted in B2C Solution Architects
Dec 29, 2020, 10:23 PM

Hello Trailblazers,

 

Please upvote my latest Service Cloud Idea;

 

Add Email as a Channel Menu Option

 

https://trailblazer.salesforce.com/ideaView?id=0874V000000ciUuQAI

 

Thanks, Tom

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Tom Bassett (Senior Solution Architect at Vera Solutions) Forum Ambassador posted in * Service Cloud *
Dec 29, 2020, 10:23 PM

Hello Trailblazers,

 

Please upvote my latest Service Cloud Idea;

 

Add Email as a Channel Menu Option

https://trailblazer.salesforce.com/ideaView?id=0874V000000ciUuQAI

 

Thanks, Tom

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Kelly Meehan (PolSource, Inc.) posted in * Release Readiness Trailblazers *
Jul 14, 2020, 11:15 PM

Addl Custom Branding for Embedded Service Chat + Queue Position - Is it possible / where does one customize the icons and button branding for Embedded Service Chat with queue position enabled - e.g. Cancel Chat Request button / border color? 

ESChat_QueuePosition_CancelButton.png
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