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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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Rita Monojlovits posted in * Service Cloud *
Oct 5, 2020, 5:20 PM

Hi All,

 

I would like to implement Embedded Services to replace some custom code we have in our org. 

We use person accounts and the matching in the pre-chat form doesn`t seem to support that.

I would also need to put a field on the pre-chat form that`s added to person accounts.

 

Could you advice if person account matching can be configured and how to add the field to the pre-chat form please?

 

Many thanks,

Rita

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Brian Williams (Principal Consultant at Slalom LLC,) posted in * Service Cloud *
Aug 6, 2019, 7:52 PM

Hello,

 

Though I might share this document with the community if there are any other developers out there looking to build custom LC or LWC for the embedded chat services. After days of searching and a useless support ticket. I manged to extract a list of all the Label API names available for development use and complied this PDF document.

 

These standard labels can be configured in the embedded serviced settings for the particular chat button and translated to different languages with the translation workbench enabled.

 

Happy developing

 

@Brian Williams

 

#Chat #SalesforceLive-LiveAgent  #Lightning #LWC #Salesforce Developer #EmbeddedServices 

Live Agent Chat Labels.pdf
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