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670  Points
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Add Recently Viewed Pages to Live Chat Transcripts in Lightning Experience

In the Classic Experience you would be able to view the web pages visitors were currently and recently on in a section called "Recently Viewed Pages" for Live Agent chats. You do not have this ability in the Lightning Experience. This is… Show more

2 comments · 11 months ago

20  Points
Under Point Threshold
Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Change an agents Public Group for chats and have this take effect instantly

When changing Public Groups in Salesforce to receive certain chats agents currently need to log out of Salesforce for this to take effect. This hinders our ability to answer customer contacts in real time due to the delay in logging out and back in.

1 comment · 13 hours ago

230  Points
Under Point Threshold
Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Automated Chat Invitation Support for Live Agent Snap-Ins

While you can point a Live Agent Snap-In to an automated invitation they do not behave as expected. Unfortunately the chat does not automatically pop up with an invitation to chat and instead behaves like a regular button. Live Agent Snap-Ins should… Show more

0 comments · 2 years ago

20  Points
Under Point Threshold
Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Chatbots need pass HTML code as a rsponse from Apex

Currently, with Einstein Bots, it is impossible to pass HTML code as a response from Apex to the Bot. Our use case is simple: we would like to include hyperlinks within the messages our bot sends. Right now, we have to give full URLs for them to be… Show more

1 comment · 1 month ago

20  Points
Under Point Threshold
Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Chatbot skilling incoming chats

Selections within the Chatbot, will determine what skill the chat has when transferring to agent. Example: Requester asking about Sales will be skilled as a sales question and be routed to the sales team, where a requester asking about techinical… Show more

0 comments · 4 days ago

5,580  Points
Under Consideration
Idea is being considered for release, but development hasn't started. We post updates every three releases.

Allow Live Agent to also transfer file to customer

In the pilot feature - transfer files, the cutomer can send files to Agent. However Agent can't send files to Cutomer.We want it can also work for Agent. It's also very important for Agent to send files/screen shot as support to help… Show more

126 comments · 5 years ago

10  Points
Under Point Threshold
Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Einstein Bot - Set "Transfer to Agent" by a variable for a Queue or Skill

Currently Einstein Bots(Chat Bots) only route to the queue configured on the chat button that initiated the Chat Bot. It would be ideal if the Chat Bot could route to a pre-determined queue or skill, based upon data captured from the customer's… Show more

0 comments · 4 days ago

150  Points
Under Point Threshold
Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Change the Highlights panel on the Live Agent Transcript lightning console page

We would love the ability to change the highlights panel in the Lightning Console View when viewing a Live Agent Transcript.  Currently when viewing this in the console you do not have the ability to expand or collapse the pannel, and it is not… Show more

4 comments · 6 months ago

20  Points
Under Point Threshold
Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Provide Feedback Option in Einstein chat Bot when a recommendation is rejected.

It would be great if Salesforce give feedback option in Einstein chat bot when the customer rejects a recommendation that was provided in chat box so that Organisation can undersatnd why exactly customer has considered the recommendation as a bad one… Show more

0 comments · 8 days ago

800  Points
In Pilot/Beta
Idea is being tested as a pilot or beta feature.

Live Agent - Personal Chat Link For Agents

It would be great if Live Agent could be configured so that agents can have a personal chat link that routes directly to that agent.  This is useful for times when our agents have to schedule support sessions with our customers.  We had  similar… Show more

18 comments · 6 years ago

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