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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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Richard Razon (Salesforce Administrator at ECA)
Apr 8, 2024, 8:48 PM
Embedded chat needs Salesforce site?

I would like to know why an active Salesforce Digital Experience Site is required for the embedded chat in our external (non-Salesforce) website to run? We had used Digital Experience Site before but we no longer use it. We have Einstein bots for the chat in our website to work. But when I deactive the Experience site, the chat stops working. It gets stuck on loading. I reactivated the site and the chat starts working again.

1 answer
  1. Sushil Kumar (UKG) Forum Ambassador
    Apr 8, 2024, 9:05 PM
    Yeah that is new thing they add with new messaging chat. We did not have that in previous live person chat. Here is snippet from documentation- To effectively iFrame your website and reduce JavaScript library conflicts, Messaging for Web creates a unique site that appears in your All Sites list in Setup. Don’t reuse this generated site URL, which has reduced security, for other purposes. Don’t modify this generated site through Builder or Workspace links.. link to document - https://help.salesforce.com/s/articleView?id=sf.miaw_deployment_experience_builder.htm&language=en_US&type=5
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Kevin Howe (Developer at Firebolt Consulting Inc.) posted in * Service Cloud *
Jul 27, 2020, 8:38 PM

Live Chat Window button problems?

 

Hello Service Cloud People!

I am trying to fix a Live Agent Chat window on a website. It is functional (chatting, cases, contacts). However, the buttons to minimize and X to close are not visible (or at least slightly outlined). Also, when minimizing the chat window, it turns pure white. Is there a way to fix the button visibility and change the minimized chat color?

 

Thanks!

Kevin.

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Sreelekshmi V (Associate Manager at Accenture)
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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Robert Tron (Senior Manager - HRIS at Association of Internat'l Cert Profess Accountants) posted in * Service Cloud *
Jan 4, 2021, 6:45 PM

Hi All, quick question on Chat Transcript Status values.   We're currently using Embedded Chat with our community for our internal employees.   Currently if a chat is Missed the transcript shows as Missed.  We follow up with the person from the created case when this occurs.   I was wondering if there's anyway to add a value to this status LOV such as "Missed - Followed Up" which would allow us to see easily which transcripts have been missed that we still need to follow up on.  I know I could go back and swap these to Completed status but I feel that muddies the water between what was truely an accepted chat and what was actually missed in relation to our timely chat metrics.

 

I've looked in the usual spots and dug around but I can't seem to find anything about adding to this status list. Any thoughts? 

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Charles Longhurst (Product Experience Specialist at Circus World Displays) posted in * Experience Cloud *
Sep 23, 2020, 5:08 PM

I'm currently using a javascript button on magnasonic.com but am looking to use the embedded service chat on my community support.magnasonic.com. I have a new contact us page an form and will be redirecting from the old page.

 

I have the embedded chat set to use the same deployment and chat button info as the current button, but it never shows agents online even with tthe button working. Am I missing a setting somewhere?

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Meredith Ready (Senior Customer Solutions Engineer at AgentSync) posted in Live Agent
Sep 3, 2020, 6:04 PM

I need some serious help with Chat. I have a client that wants to add Chat (in Einstein Bot format) on any page on their website (not a Salesforce Community or Site). The agents are not in Lightning, not using the Service Console nor Omni-Channel. I've set up a Bot, but the set up is so convoluted and I can't find any documentation that explains this particular use case. Here are some questions I have (but it would be great if someone who has experience with this would be willing to talk on the phone for even 5 minutes):

  • Do I need to set up an Embedded Service Deployment? It looks like that will only work/is only necessary if you have enabled Omni-Channel and you are using a Salesforce Community or Site. If we do need to set up an Embedded Service Deployment, what is the significance of the Site Endpoint?
  • Which code do I need to supply to our web guy to put on the website? I see code snippets in the Embedded Service Deployment, the Chat Deployment and the Chat Button. Or some combination of the three?
  • Why is routing configured in both the Chat Button AND in the bot? I have the Bot routing Chat Transcripts to different Queues, whereas I see that the Chat Button routes to Skills. I don't understand how this works/what the difference is for the agent experience.
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Christopher Valko (Senior Administrator at The Adecco Group US) posted in Service Cloud - Einstein Bots
Jul 6, 2020, 7:48 PM

Hi -

 

I have a custom embedded chat deployment setup with a pre-chat form.  This is utilizing a chat bot as well.

 

There is no issue with the pre-chat fields being pre-populated as set in the embedded chat deployment code, and this data flows to the transcript record as well to custom fields I have set.

 

My question is, I thought with pre-chat form, by default Salesforce is supposed to search or create a contact based on the pre-chat fields.  There is no searching or creating being done.  I have to put a disclaimer, the chat tests I did, were only with a chat bot and never transfered to a live agent.

 

Do I have to have the chat transferred to a live agent for the contact search or create to complete?  Or, do I need to add this is my embedded chat deployment code?  I actually did add the embedded_svc.settings.extraPrechatInfo code, but contacts are still not being searched or created.

 

Is there something I am missing?

 

Thanks in advance!

 

Chris Valko

1 comment
  1. Karan Shah (Bayer)
    Jul 7, 2020, 3:02 PM

    As per documentation, searching happens automatically. In my situation, the contact was getting created everytime, despite being found. I had to update the embedded_svc.settings.extraPrechatInfo and below is what I used to prevent creating new contact..

    If you see below, for "Contacts", I have used "docreate" = false, but still want to search the contacts.

    embedded_svc.snippetSettingsFile.extraPrechatInfo = [{

    "entityName": "Contact",

    "entityFieldMaps" : [{

    "doCreate":false,

    "doFind":true,

    "fieldName":"FirstName",

    "isExactMatch":true,

    "label":"First Name"

    }, {

    "doCreate":false,

    "doFind":true,

    "fieldName":"LastName",

    "isExactMatch":true,

    "label":"Last Name"

    }, {

    "doCreate":false,

    "doFind":true,

    "fieldName":"Email",

    "isExactMatch":true,

    "label":"Email"

    }]

    }];

    })();

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Christopher Valko (Senior Administrator at The Adecco Group US) posted in * Service Cloud *
Jul 6, 2020, 7:53 PM

Hi -

 

I have a custom embedded chat deployment setup with a pre-chat form.  This is utilizing a chat bot as well.

 

There is no issue with the pre-chat fields being pre-populated as set in the embedded chat deployment code, and this data flows to the transcript record as well to custom fields I have set.

 

My question is, I thought with pre-chat form, by default Salesforce is supposed to search or create a contact based on the pre-chat fields.  There is no searching or creating being done.  I have to put a disclaimer, the chat tests I did, were only with a chat bot and never transfered to a live agent.

 

Do I have to have the chat transferred to a live agent for the contact search or create to complete?  Or, do I need to add this is my embedded chat deployment code?  I actually did add the embedded_svc.settings.extraPrechatInfo code, but contacts are still not being searched or created.

 

Is there something I am missing?

 

Thanks in advance!

 

Chris Valko

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Christopher Kim posted in * Service Cloud *
Jul 1, 2020, 9:16 PM

I posted this question in the general Answer section but I didn't get much of an answer, so I'm hoping I have better luck here.

--------------------------------------------------

I'm implementing a custom Minimized LWC component for my snap-in chat, but my page loads with the standard UI. In order to display my custom UI override, I have initialize it with a button click.  I've been work with my product team to hide the button by targeting the CSS class, but this solution is not ideal and prone to breaking with platform updates.

 

How can I get my override to load on the page without the button click.  Is there a configuration step I'm missing in my implementation?

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