Temporarily Disable or Hide Chat in Salesforce Experience Cl...
2K views · Apr 14, 2022 infallibletechie.com
If you want to hide the Chat feature temporarily, then disable "Display chat button".
Number of Chats completed every day and hour in Salesforce u...
2K views · Apr 11, 2022 infallibletechie.com
For formula reference and additional information, please check this https://www.infallibletechie.com/2022/04/how-to-find-number-of-chats-completed.html.
Use different ringtone or sound for Incoming Chat Messages i...
2K views · Mar 16, 2022 infallibletechie.com
https://www.infallibletechie.com/2022/02/how-to-setup-browser-notification-and.html
Skills Based Routing Chats in Salesforce
8K views · Apr 29, 2022 infallibletechie.com
Skills-Based Routing configuration for Salesforce Incoming Chats
Queue Based Routing Chats in Salesforce
21K views · Apr 30, 2022 infallibletechie.com
Queue-Based Routing configuration for Salesforce Incoming Chats
How to update the Case Owner to Chat agent when the Chat is ...
728 views · May 12, 2022 infallibletechie.com
We can use a Record-Trigger Flow on the AgentWork entity to update the Case Owner to Chat agent when the Chat is accepted in Salesforce.
Create Case when agents are Offline in Salesforce Embedded C...
1K views · May 13, 2022 infallibletechie.com
"Offline support" feature in the Embedded Service Deployment can be used to log case when the agents are not available. The "Offline support" feature will display Case Form when the agents are offline.
Route chats to a different team if the current team is full ...
1K views · May 17, 2022 infallibletechie.com
Fallback Routing can be used to route chats to a different team if the current is full of capacity in Salesforce.
Salesforce Omni-Channel Audio Settings
1K views · May 25, 2022 infallibletechie.com
Starting Summer '22 Release, Omni-Channel notification audio can be customised in the Presence Configuration Audio Settings Sections.
How to give Agents ability to see other Agents status withou...
1K views · May 26, 2022 infallibletechie.com
To give Agents ability to see other Agents status without using Omni-Supervisor in Salesforce, report on User Presence entity can be used.
How to find pre chat info that was passed when the Chat was ...
2K views · May 30, 2022 infallibletechie.com
Salesforce Pre-Chat info will be stored in ConversationContextEntry entity when the chat is initiated. So, we can query the ConversationContextEntry entity. To initiate Salesforce Chat via REST API, please check the following link: https://www.infallibletechie.com/2021/08/how-to-initiate-chat-in-salesforce.html Link for SOQL: https://www.infallibletechie.com/2022/05/how-to-find-pre-chat-info-that-was.html
Salesforce Chat Transfer to Skills
6K views · Jun 8, 2022 infallibletechie.com
Salesforce Chats routed via Omni-Channel can be transferred to a Skill or to multiple Skills.
Displaying different names for agents in Salesforce Chat
6K views · Jun 21, 2022 infallibletechie.com
Chat Agent Configurations in Salesforce can be used to display different name for Chat Agent.
How to test Salesforce Embedded Service Chat Code?
1K views · Jun 26, 2022 infallibletechie.com
Using GitHub, we can easily test the Salesforce Embedded Service Deployment Chat Code Snippet.
Hide and Show Salesforce Embedded Service Chat
3K views · Jul 2, 2022 infallibletechie.com
embedded_svc.settings.displayHelpButton should be set to true to display the Salesforce Embedded Service Chat. embedded_svc.settings.displayHelpButton should be set to false to hide the Salesforce Embedded Service Chat.
End Chats for unresponsive Visitors in Salesforce
6K views · Aug 3, 2022 infallibletechie.com
Enable customer timeout on the Salesforce Chat button should be used to end the chats when the visitors are unresponsive. Blog Post: https://www.infallibletechie.com/2022/08/how-to-end-chats-when-the-visitors-are-unresponsive-in-salesforce.html
Set Omni Channel status to Busy when Chat is accepted in Sal...
3K views · Aug 9, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/08/how-to-set-omni-channel-status-to-busy-when-chat-is-accepted-by-the-agents-in-salesforce.html
Find queue availability in Salesforce using Omni Channel Flo...
4K views · Aug 20, 2022 infallibletechie.com
Using "Check Availability for Routing" action, we can check whether agents are available in the queue to accept chats. Blog Post: https://www.infallibletechie.com/2022/08/how-to-find-queue-availability-in-salesforce-omni-channel-flow.html
Salesforce Lead Record Type for Embedded Service Chat
2K views · Sep 6, 2022 infallibletechie.com
To set the Lead Record Type for Embedded Service Chat, click Edit in Pre-Chat page section and select the Record Type. Blog Post: https://www.infallibletechie.com/2022/09/salesforce-lead-record-type-for-embedded-service-chat.html
Salesforce Article Answers in Einstein Bot
3K views · Sep 14, 2022 infallibletechie.com
Salesforce Article Answers with Einstein Bot helps us avoid transferring Chats to agents when Knowledge articles can assist the customers. Blog Post: https://www.infallibletechie.com/2022/09/salesforce-article-answers-in-einstein-bot.html
Chat Transfer to Chat Buttons in Salesforce
718 views · Sep 17, 2022 infallibletechie.com
If the agents are not seeing Chat Transfer to Chat Button, then make sure Chat Transfer To Chat Buttons Enabled is set to true on the Chat Agent Configuration. Blog Post: https://www.infallibletechie.com/2022/09/how-to-enable-chat-transfer-to-chat-buttons-in-salesforce.html
Find Visitor Wait Time to Chat in Salesforce
2K views · Sep 19, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/08/how-to-find-visitor-wait-time-to-chat-in-salesforce.html
Salesforce Chat Language Setup in Experience Cloud Site
2K views · Sep 30, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/09/salesforce-chat-language-setup-in-experience-cloud-site.html
Greet Customers without Pre Chat Form in Salesforce Chat
9K views · Nov 6, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/11/greet-customers-without-pre-chat-form-in-salesforce-chat.html
Record Creation flow or order in Salesforce Chat
437 views · Nov 21, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/09/account-or-contact-or-lead-or-case-creation-flow-or-order-in-salesforce-chat.html
Salesforce Chat Transcript Highlight Panel
1K views · Nov 24, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/09/salesforce-chat-transcript-highlight-panel.html
Salesforce Pre Chat fields auto-populate and not editable in...
3K views · Dec 28, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/12/how-to-make-salesforce-pre-chat-fields-autopopulate-and-not-editable-in-experience-cloud-site.html
Show Knowledge Article in Salesforce Einstein BOT
878 views · Jan 13, 2023 infallibletechie.com
Object Search can be used to search and display Knowledge Article in Salesforce Einstein BOT. Blog Post: https://www.infallibletechie.com/2023/01/show-knowledge-article-in-salesforce-einstein-bot.html
Manage separate Capacity for Salesforce Chat and Case Servic...
37K views · Feb 24, 2023 infallibletechie.com
Pilot feature Interrupt Long-Running Work to Handle Time-Sensitive Work can be used to manage separate Capacity for Salesforce Chat and Case Service Channels. Reference Article: https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_capacity_pools.htm&release=242&type=5 Check the following configurations using the pilot feature Interrupt Long-Running Work to Handle Time-Sensitive Work to manage separate Capacity for Salesforce Chat and Case Service Channels. Blog Post: https://www.infallibletechie.com/2023/02/manage-separate-capacity-for-salesforce-chat-and-case-service-channels.html
Initiate and send Salesforce Chat Message using REST API
12K views · Mar 13, 2023 infallibletechie.com
Salesforce Chat REST API can be used to initiate a Chat, send message and also end the chat. "Chat API Endpoint" in Salesforce Setup should be used to make the REST API Requests. Blog Post: https://www.infallibletechie.com/2023/03/how-to-initiate-and-send-salesforce-chat-message-using-rest-api.html
Launch and show Salesforce Embedded Service Chat only on But...
4K views · Mar 15, 2023 infallibletechie.com
embedded_svc.settings.displayHelpButton = false code can be used to hide the Chat. embedded_svc.liveAgentAPI.startChat() can be used to initiate the Chat. Blog Post: https://www.infallibletechie.com/2022/12/how-to-launch-and-show-salesforce-embedded-service-chat-only-on-button-click.html
Display Screen Flow in Salesforce Embedded Service Chat
5K views · Apr 22, 2023 infallibletechie.com
Screen Flow can be embedded in Lightning Web Component using lightning-flow tag. The Lightning Web Component can be used in Chat Messages (Text) on the Embedded Service Deployment to show or display flow on the Chat Widget. Blog Post: https://www.infallibletechie.com/2023/04/how-to-display-screen-flow-in-salesforce-embedded-service-chat.html
Salesforce Find Or Create Case Records using Pre Chat API wi...
9K views · May 10, 2023 infallibletechie.com
Salesforce Pre-Chat API can be used to find the existing Case records using Custom Field for matching the records. Check the following for reference. Blog Post: https://www.infallibletechie.com/2023/05/salesforce-find-or-create-case-records-using-pre-chat-api-with-custom-field.html
Salesforce Chat Timer for Agent and Visitor Last Message
4K views · Jun 9, 2023 infallibletechie.com
For Salesforce Chat Timer for Agent and Visitor Last Messages, we can make use of Lightning Aura Component. In the Lightning Aura Component, we can make use of lightning:conversationAgentSend, lightning:conversationNewMessage and lightning:conversationChatEnded events to start and reset the Salesforce Chat Timer. Blog Post: https://www.infallibletechie.com/2023/06/salesforce-chat-timer-for-agent-and-visitor-last-message.html
Pre populate Pre Chat Form Fields in Salesforce Embedded Ser...
3K views · Jun 28, 2023 infallibletechie.com
prepopulatedPrechatFields attribute can be used to pre-populate Pre-Chat Form Fields in Salesforce Embedded Service Chat. Blog Post: https://www.infallibletechie.com/2021/02/how-to-pre-populate-pre-chat-form.html
Salesforce Chat LiveAgent SwitchServer Response
3K views · Jul 13, 2023 infallibletechie.com
Salesforce SwitchServer response is returned when the Chat Live Agent instance URL is not correct for the Organization Id in the REST API Request. Blog Post: https://www.infallibletechie.com/2023/01/salesforce-chat-liveagent-switchserver-response.html
Update Chat with an Expert Salesforce Embedded Service Deplo...
23K views · Jul 21, 2023 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/11/update-chat-with-an-expert-salesforce-embedded-service-deployment.html
Keyboard shortcut to start Salesforce Chat
749 views · Aug 24, 2023 infallibletechie.com
Using JavaScript, we can set the the Keyboard shortcut to start or initialize or initiate the Salesforce Chat. Blog Post: https://www.infallibletechie.com/2023/08/keyboard-shortcut-to-start-salesforce-chat.html
Start Chat on click of a Button from Salesforce Experience C...
7K views · Sep 24, 2023 infallibletechie.com
To initiate Chat on click of a Button from Salesforce Experience Cloud Site, we can make use of Lightning Web Component, Channel Menu and embedded_svc.liveAgentAPI.startChat(). Blog Post: https://www.infallibletechie.com/2023/06/start-chat-on-click-of-a-button-from-salesforce-experience-cloud-site.html
Pass values to custom fields on the Salesforce Chat Transcri...
3K views · Sep 29, 2023 infallibletechie.com
Use the following steps to pass values to custom fields on the Salesforce Chat Transcript object(LiveChatTranscript). Blog Post: https://www.infallibletechie.com/2023/08/how-to-pass-values-to-custom-fields-on-the-salesforce-chat-transcript-object.html
Greet Customers in Salesforce Einstein BOT without Pre Chat ...
5K views · Sep 30, 2023 infallibletechie.com
Using Visualforce Page, we can get the First Name and Last Name of the user using {!$User.FirstName} and {!$User.LastName} expressions. sessionStorage can be used so that we can access the value from the Experience Cloud Site "Snippet Settings File" JavaScript. We can pass the Chat Visitor from the Experience Cloud Site "Snippet Settings File" JavaScript. In the Einstein BOT, we can use Context Variable to get the Chat Visitor name and greet. Blog Post: https://www.infallibletechie.com/2023/09/greet-customers-in-salesforce-einstein-bot-without-pre-chat-from-experience-cloud-site.html
Suppress Salesforce Chat Auto Greeting
1K views · Oct 30, 2023 infallibletechie.com
Enable "Disable Auto Greeting on Transfer/Conference" in the Salesforce Chat Agent Configuration to suppress Auto Greeting when the Chat is Transferred or during Conference. Blog Post: https://www.infallibletechie.com/2023/09/suppress-salesforce-chat-auto-greeting.html
Route Salesforce Chats via Skill selection from Pre Chat
3K views · Oct 31, 2023 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2023/10/how-to-route-salesforce-chats-via-skill-selection-from-pre-chat.html
Track Salesforce Chat Transfers
933 views · Nov 4, 2023 infallibletechie.com
When the Chat is transferred in Salesforce, Agent Work record is created. So, we can use the Agent Work Object/Entity to track Salesforce Chat Transfers. Blog Post: https://www.infallibletechie.com/2023/10/track-salesforce-chat-transfers.html
liveAgent clientChatFileTransfer in Salesforce Custom Chat P...
6K views · Nov 8, 2023 infallibletechie.com
liveAgent:clientChatFileTransfer helps Chat visitor to upload documents or attachments when the Agents request it in live Chat Session. Blog Post: https://www.infallibletechie.com/2022/11/liveagentclientchatfiletransfer-in-salesforce-custom-chat-page.html
Listen Salesforce Chat Close Event
11K views · Nov 12, 2023 infallibletechie.com
embedded_svc.addEventHandler() can be used for listening onChatEndedByChasitor, onChatEndedByAgent and onChatEndedByChatbot events. Blog Post: https://www.infallibletechie.com/2023/11/how-to-listen-salesforce-chat-close-event.html
Salesforce Live Agent URL Change
8K views · Nov 12, 2023 infallibletechie.com
The Salesforce Live Agent or Chat URL or Chat Endpoint can undergo changes or get modified as a result of certain circumstances, namely, processes like Organisation Migration or Instance Change, as well as Site Switching. So, we have to handle the changes using SwitchServer in a dynamic manner. Blog Post: https://www.infallibletechie.com/2023/07/salesforce-live-agent-url-change.html
Salesforce Einstein GPT for Service Service Replies
10K views · Dec 12, 2023 infallibletechie.com
Salesforce Einstein GPT for Service: Service Replies feature helps agents to use recommended AI-generated replies. Blog Post: https://www.infallibletechie.com/2023/12/salesforce-einstein-gpt-for-service-service-replies.html
Salesforce Service AI Knowledge Grounding
8K views · Dec 15, 2023 infallibletechie.com
Salesforce Service AI Knowledge Grounding allows us to use our Knowledge Articles to add more additional context when using Einstein Email, Service Replies, etc features. In this Blog Post, Knowledge Grounding is used in Salesforce Einstein GPT for Service: Service Replies feature. Blog Post: https://www.infallibletechie.com/2023/12/salesforce-service-ai-knowledge-grounding.html
Salesforce Einstein Work Summaries setup for Chat
1K views · Dec 19, 2023 infallibletechie.com
Salesforce Einstein Work Summaries setup for Chat saves time by generating content from the Chat content. It saves the agents time in creating Chat Summary when the chat is ended. Blog Post: https://www.infallibletechie.com/2023/12/salesforce-einstein-work-summaries-setup-for-chat.html
Redirect users when agents are offline in Salesforce Chats
4K views · Dec 20, 2023 infallibletechie.com
We can redirect users to a different page when agents are offline or not available to accept Salesforce Chats. Blog Post: https://www.infallibletechie.com/2022/10/how-to-redirect-users-to-a-different-page-when-agents-are-offline-to-accept-salesforce-chats.html
Share Knowledge Articles content in Active Salesforce Chat
276 views · Jan 3, 2024 infallibletechie.com
Agents can quickly insert Salesforce Knowledge Articles content when on Active Chat using "Insert Article into Conversation" action. Blog Post: https://www.infallibletechie.com/2023/12/share-knowledge-articles-content-in-active-salesforce-chat.html
Listen Salesforce Chat End Event from Experience Cloud Site
496 views · Jan 19, 2024 infallibletechie.com
embedded_svc.addEventHandler() can be used for listening onChatEndedByChasitor, onChatEndedByAgent and onChatEndedByChatbot events. Blog Post: https://www.infallibletechie.com/2023/11/how-to-listen-salesforce-chat-end-event-from-experience-cloud-site.html
Calculate Agent total spent time on Chat in Salesforce
5K views · Jan 23, 2024 infallibletechie.com
Report on Agent Work object/entity can be used to calculate Agent total spent time on Chat in Salesforce. Blog Post: https://www.infallibletechie.com/2021/06/how-to-calculate-agent-total-spent-time.html
Salesforce Chat Offline Contact Creation
14K views · Jan 29, 2024 infallibletechie.com
By default, we can create case from Offline Support Form. So, in order to create Contact record, we can capture the Contact details by creating additional fields in Case object and a Flow can be used to check for existing Contact and create a new Contact if no matching Contact record is found. Blog Post: https://www.infallibletechie.com/2023/01/salesforce-chat-offline-contact-creation.html
Update Salesforce Embedded Service Chat Header
310 views · Jan 26, 2024 infallibletechie.com
Lightning Web Component which extends lightningSnapin__ChatHeader can be used to override the Chat Header. Blog Post: https://www.infallibletechie.com/2022/11/update-salesforce-embedded-service-chat-header.html
Salesforce Chat in the Home Page
988 views · Feb 28, 2024 infallibletechie.com
We can use Salesforce Chat in the Home Page by using the Chat Code Snippet in a Visualforce Page. The Visualforce Page should be added to the Lightning Home Page. Blog Post: https://www.infallibletechie.com/2024/02/salesforce-chat-in-the-home-page.html
Salesforce Chat Sound Notification to Visitors
4K views · May 2, 2024 infallibletechie.com
For Salesforce Chat Sound Notification to Visitors, we can make use of embedded_svc.addEventHandler() for onAgentMessage and onChasitorMessage events. For playing the Audio or the Notification sound, we can make use of audio HTML tag and play() from JavaScript. Blog Post: https://www.infallibletechie.com/2024/05/salesforce-chat-sound-notification-to-visitors.html
Change Salesforce Chat No agents are available message
625 views · May 10, 2024 infallibletechie.com
n Embedded Service Deployment, we can update or change or modify the "No agents are available. We can't chat right now. Try again later." using Chat Settings Additional Branding. Blog Post: https://www.infallibletechie.com/2024/05/how-to-change-salesforce-chat-no-agents-are-available-message.html
Update existing Contact from Salesforce Pre Chat Form
700 views · Jun 24, 2024 infallibletechie.com
If the Salesforce Pre-Chat code finds the existing contact and if you want to update the existing contact with the latest details from the Pre-Chat, we can make use of a Lightning Web Component on the Chat Transcript Lightning Record Page. In the Lightning Web Component, we can use getRecord, getFieldValue and updateRecord. Blog Post: https://www.infallibletechie.com/2024/06/update-salesforce-chat-existing-contact.html
Pass data from Chat to Einstein BOT in Salesforce
3K views · Nov 8, 2024 infallibletechie.com
embedded_svc.settings.extraPrechatFormDetails can be used to pass data from Chat to Einstein BOT in Salesforce. Blog Post: https://www.infallibletechie.com/2024/11/pass-data-from-chat-to-einstein-bot-in-salesforce.html