Enhanced Chat (Messaging In-App/Web)

In my MIAW setup (synchronous), a customer receives "Agents are not available. Try again later," when a Messaging Session is received during business hours and no agents are available or are busy. 

When an agent becomes available, these Messaging Sessions are not routed to them. Why? 

These Messaging Sessions are owned by Automated Process, stuck in a Status of Waiting, aren't re-routed in Omni-Channel when an agent comes online, have no option to change the Owner from Automated Process, and can't be ended or deleted. 

What are we supposed to do with these records? How can I get them rerouted to an agent, end them, or delete them? 

Please note, this is specific to Messaging Sessions where the customer received the "Agents are not available. Try again later."

I have created a custom button to launch MIAW Chat on Community page and have hidden the standard button by setting visibility as always hidden. But after starting a chat , unless the user clicks on 'End Conversation' and closes the chat window , the standard button will always be visible. Even if agent ends the session , the user can still send new messages or just minimize the chat window. The conversation does not end. If user logs out with keeping the chat window and again logs in after sometime , chat window is still open on that page. Basically the custom button is of no use if user starts a chat and  doesn't end conversation and closes window.

Is there any APIs or any other way to close complete conversation when Agent ends the session?

#Messaging Session #Service Cloud #Messaging

@* 質問広場～初心者から上級者まで～ 日本 *

@Enhanced Chat (Messaging In-App/Web)

こんにちは。 

既知の問題「 iOSデバイス上のSafariにおいて、トップタブレイアウトを使用すると拡張チャットヘッダーが隠れてしまう 」について、対応している方がいましたらご教示ください。 

ボットの設置場所

・特定の「申し込みページ」 

発生している問題

・iOSのSafari（トップタブレイアウト）で、チャットヘッダーが隠れることで、利用者はボットの終了や最小化ができず、申込画面に戻れなくなる。  

・画面を戻すにはブラウザの「戻る」操作しかなく、入力途中のデータが消えて最初からやり直しになる。

・この不便さにより、ユーザーが申し込みを諦めて離脱してしまう可能性が極めて高い。

この問題に直面し、すでに何らかの対応をしている方がいればアドバイスをいただきたいです。 

よろしくお願いいたします。

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? 

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. 

 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. 

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: 

1. What is the best way to export the Conversations? With Chat Transcripts, I had a report and was able to email to the supervisors and the QA Team. The reports in SF don't have any of these.
2. With Chat Transcripts, SF had OOTB Fields 
   1. Visitor Details: Visitor IP, Platform, Browser, Brower Language, etc
   2. Metrics fields: Visitor Average Response Time, Visitor Message Count, Wait Time, Wait Time in Minutes, Agent Average Response Time, Agent Message Count, Chat Duration

Do I have to create all these myself? We are using an Embedded Services 

Thank you in advance for you time and assistance.

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

." 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 

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.