#Live Agent Web Chat1 discussing

I have established live web chat in org.T wo users asssigned to that Queue  and both are active when customer starts chat but it is assigned to only one user .

When I visit the omni supervisor tab i find out that  both user is shown available -chat but capacity of other user is shown 0.

here is screen shot reference 

issue 1: User Kiran's status is available-chat but why there is orange dot instead of green dot .

issue 2: Why there is no option in change status  picklist.

issue 3: why workload for  user kiran is 0/0 .Why it is not 0/20 if no work assigned.

issue 4: user kiran is already in queue assigned but in Assigned Queue column there is no queue name mentioned.

Please help

#Omni Channel  #Omni-Channel  #Omni Routing  #Omni-Channel Queue  #Live Agent Web Chat  #Web Chat  #Sales Cloud  #Service Cloud

Hello All,

Hope you all doing well.  I have created one ChatBot. I have used Apex Action to make a HTTP callout to get chat response. 

It is working fine. But when I'm trying to embed URL in the chat message it is coming as raw URL(with anchor tag) not as hyperlink.

I am trying to achieve as below:

#Live Chat  #Chatbot  #Chat Transcript  #Chat Box Character Limit  #Live Agent Web Chat  #Sales Cloud  #Service Cloud

Hi everyone. Does anybody know if it is possible to find existing contacts by email and recordtypeid when using lwc for a custom prechat form on an embedded service?

Before the lwc we were able to do this with the standard prechat form by customising the embedded service snippet settings js file. 

Those customisations looked like this:

<script type='text/javascript'>
    var initESW = function(gslbBaseURL) {
        embedded_svc.settings.displayHelpButton = true; //Or false
        embedded_svc.settings.language = ''; //For example, enter 'en' or 'en-US'
        embedded_svc.settings.extraPrechatFormDetails = [
          {"label":"First Name",
          "transcriptFields":["PreChat_First_Name__c"]
          }, {
          "label":"Last Name",
          "transcriptFields":["PreChat_Last_Name__c"]
          }, {
          "label":"Email",
          "transcriptFields":["PreChat_Email__c"]
          }, 
            {
            "label":"RecordTypeId",
            "value":"0127F000000Hj9CQAS",
            }];
        embedded_svc.settings.extraPrechatInfo = [{
          "entityFieldMaps": [{
            "doCreate": true,
            "doFind": false,
            "fieldName": "LastName",
            "isExactMatch": false,
            "label": "Last Name"
          }, {
            "doCreate": true,
            "doFind": false,
            "fieldName": "FirstName",
            "isExactMatch": false,
            "label": "First Name"
          }, {
            "doCreate": true,
            "doFind": true,
            "fieldName": "Email",
            "isExactMatch": true,
            "label": "Email"
          }, {
            "doCreate": true,
            "doFind": true,
            "fieldName": "RecordTypeId",
            "isExactMatch": true,
            "label": "RecordTypeId"
          }],
          "entityName": "Contact",
          "saveToTranscript": "Contact",
          "showOnCreate": true
        }];

#Live Chat #Live Agent Chat #Live Agent Web Chat 

I have created a pre-chat form on my community site. A visitor is chatting with an agent.

Before accepting the chat request, I am able to see the visitor details like First Name, Last Name & Email id

But once the agent accepts the chat request & starts chatting, the agent is not able to get Lastname & email that is filled in the pre-chat form.

 In case if a user is part of the system, it maps with a contact record, in case if the user is a new user we are not able to get the info that is filled in the pre-chat form.