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BlueLizBlueLiz 

Live Agent Setup

I've been provisioned a LiveAgent admin account and am setting up a demo for internal knowledge transfer.

 

I've created a Deployment and a button, and it's showing up for me in my Customer Portal.

 

What I"m not able to complete:

- When the customer initiates a chat from the Portal, the agent is notified,and can click the Accept button. The pop-up window with the progress bar is in waiting mode, and the console's status stays at "Enaging..." indefinitely.

- Also, the agent is able to click the Invite button to initiate a chat with a customer...(the console reports that an invitiation was sent), but the customer's web page never sees a chat invitiation window

 

- For the Deployment creation, I used the the appropriate sfdc subdomain (na12.salesforce.com)... 

- In the liveagent console, I've checked my connection settings and it reports that it's a Direct connection

...

Any suggestions?

 

 

 

JonAnianoJonAniano

BlueLiz, 

 

I'm happy to help with this. Please double-check that the Deployment Code has been placed in the appropriate place, directly before the closing </body> tag. If this isn't setup exactly as specified, it can create unexpected behavior.

 

If this doesn't work, we can go through a few more troubleshooting steps to determine what the issue might be.

 

Jon

BlueLizBlueLiz

Thanks @JonAniano.

 

In my Customer Portal setup, I've used this code (literally, what you see is the entire text). It's saved to a text file that I've named as "footer.txt", saved into the Documents folder, and associated with  the "Footer" field of the "Look and Feel" section of the Customer Portal.

 

(Note: there are no files or any lookups associated with the Header field in the "Look & Feel" section)

 

<h2>This is a title before the footer</h2>
<p></p>

<!-- START Salesforce Live Agent Button/Link Code: Place this code into your HTML wherever you want this button/link to appear -->
<script type="text/javascript">
var __ALC_BADGE_SUFFIX = (Math.round(Math.random()*10000000000));
document.write('<div id="__ALC_BADGE_ONLINE'+__ALC_BADGE_SUFFIX+'" style="display: none;"><a href="javascript&colon;//chat" onclick="_alc.startChat(15120); return false;"><img id="__ALC_BADGE_ONLINE_IMAGE" style="border: 0px none" src="'+unescape(document.location.protocol+'//depot.liveagentforsalesforce.com/app/chat/buttons/55/btn2_blu2_3.gif')+'" /></a></div><div id="__ALC_BADGE_OFFLINE'+__ALC_BADGE_SUFFIX+'" style="display: none;"><img id="__ALC_BADGE_OFFLINE_IMAGE" style="border: 0px none" src="'+unescape(document.location.protocol+'//depot.liveagentforsalesforce.com/app/chat/buttons/55/btn2_blu2_2.gif')+'" /></div>');
if ( typeof(__ALC_Badges) == 'undefined' ) __ALC_Badges = new Array();
var __ALC_BUTTON = new Object(); __ALC_BUTTON.id = '15120'; __ALC_BUTTON.available = '__ALC_BADGE_ONLINE'+__ALC_BADGE_SUFFIX; __ALC_BUTTON.unavailable = '__ALC_BADGE_OFFLINE'+__ALC_BADGE_SUFFIX; __ALC_BUTTON.department = 0; __ALC_Badges.push(__ALC_BUTTON);
</script>
<!-- END Salesforce Live Agent Button/Link Code -->

<p></p>

<!-- START Salesforce Live Agent Deployment Code: MUST BE PLACED DIRECTLY ABOVE THE CLOSING </BODY> TAG and AFTER/OUTSIDE ALL HTML -->
<script type="text/javascript">
var __ALC_Deployment = 9716;
document.write(unescape("%3Cscript src='"+document.location.protocol+"//depot.liveagentforsalesforce.com/app/js/lt.js' type='text/javascript'%3E%3C/script%3E"));
</script>
<!-- END Salesforce Live Agent Deployment Code -->

 As this is just meant for the Portal's footer, I've also considered adding just closing body & html tags after the liveagent code, too.

 

WDYT?

JonAnianoJonAniano

It looks like something has mangled your code.

 

Note the 4th line of your button code where it says "javascrtip&colon;//" the code shoudl be "javascript&colon;//"

 

There are a couple of places in the code that are like this.

 

Can you try re-copying and pasting directly into the plain text file that you save as your document? Then, double check that the code has not been mangled.

 

This should do the trick.

JonAnianoJonAniano

Also, once you do that, if you're still having trouble. Try logging out of the Live Agent Console, closing down your browsers, and clearing your cache. Then, retry the whole flow of starting a chat.


Sometimes, when you're attempting to setup chat and testing along the way, things can get wonky with your session and/or cache, which cause unexpected behavior. Starting with a clean browser(s) can help.

 

 

BlueLizBlueLiz

re-pasted code, didn't do any modifications, I tried to Find the typo but couldn't find it.

cleared caches of all browsers involved (I was using a different computer for the agent's console), rebooted the PC. 

 

here's the footer.txt again, verbatim. viewed source of the file once it was replaced in Salesforce. 

 

<h2>This is a title before the footer</h2>
<p></p>

<!-- START Salesforce Live Agent Button/Link Code: Place this code into your HTML wherever you want this button/link to appear -->
<script type="text/javascript">
var __ALC_BADGE_SUFFIX = (Math.round(Math.random()*10000000000));
document.write('<div id="__ALC_BADGE_ONLINE'+__ALC_BADGE_SUFFIX+'" style="display: none;"><a href="javascript&colon;//chat" onclick="_alc.startChat(15120); return false;"><img id="__ALC_BADGE_ONLINE_IMAGE" style="border: 0px none" src="'+unescape(document.location.protocol+'//depot.liveagentforsalesforce.com/app/chat/buttons/55/btn2_blu2_3.gif')+'" /></a></div><div id="__ALC_BADGE_OFFLINE'+__ALC_BADGE_SUFFIX+'" style="display: none;"><img id="__ALC_BADGE_OFFLINE_IMAGE" style="border: 0px none" src="'+unescape(document.location.protocol+'//depot.liveagentforsalesforce.com/app/chat/buttons/55/btn2_blu2_2.gif')+'" /></div>');
if ( typeof(__ALC_Badges) == 'undefined' ) __ALC_Badges = new Array();
var __ALC_BUTTON = new Object(); __ALC_BUTTON.id = '15120'; __ALC_BUTTON.available = '__ALC_BADGE_ONLINE'+__ALC_BADGE_SUFFIX; __ALC_BUTTON.unavailable = '__ALC_BADGE_OFFLINE'+__ALC_BADGE_SUFFIX; __ALC_BUTTON.department = 0; __ALC_Badges.push(__ALC_BUTTON);
</script>
<!-- END Salesforce Live Agent Button/Link Code -->

<p></p>

<!-- START Salesforce Live Agent Deployment Code: MUST BE PLACED DIRECTLY ABOVE THE CLOSING </BODY> TAG and AFTER/OUTSIDE ALL HTML -->
<script type="text/javascript">
var __ALC_Deployment = 9716;
document.write(unescape("%3Cscript src='"+document.location.protocol+"//depot.liveagentforsalesforce.com/app/js/lt.js' type='text/javascript'%3E%3C/script%3E"));
</script>
<!-- END Salesforce Live Agent Deployment Code -->

 

I'll create a new Deployment and a new Button in Liveagent again, but have also tried that a few times too.  IN the code above, I'll re-look to see if "javascript" is mis-spelled anywhere.

green7green7

I'm am currently trying to setup Live Agent in my customer portal however it is not working. Only the place holder text that I put in worked. I was using an html component and insert the code into that page. Is that the correct way to do it? Can anyone provide me with some help?

 

 

Thanks!

 

 

JonAnianoJonAniano

You'll have to get the code into the exact spots specified within the Live Agent setup and within the code itself. The deployment code needs to go directly before your closing </body> tag, and the button code needs to go into the page, wherever you want the button to appear.

onCloudNineonCloudNine

Hi JonAniano,

 

I have inserted the button code and the deployment code as a Home Page Component (HTML Area). When I save and open the component for editing, I see that the script has changed from what I had pasted. Also, when I click the chat button it opens a pop-up window but with some Ids=null and hence the pop-up window is blank. I am just thinking if setting up the domain name could be the problem because the changed script has a url with these Ids populated.

 

We are using this in our sandbox and hence want to know if my domain name should be test.salesforce.com or the domain name of the pop-up window which is 'depot.liveagentforsalesforce.com'. Please advise.

360venky360venky

Hi

 

I'm setup salesforce Live chat..


I'm having problem in live chat button visible.The code added to footer & the chat button is added I have pasted the code.


The button is added on the side bar at the top. I have removed the old chat button code added to the content in that page. But the chat button is not visible. ...More over its prompting me to a page to sing up Account Dashboard Account.Please check the below links

 

https://depot.liveagentforsalesforce.com/app/operator.php

https://dashboard.liveagentforsalesforce.com/login/auth

 

  Here i have some links (https://dashboard.liveagentforsalesforce.com/support/Buttons-Links/how-to/58).In this link they are stating that i should have Live agent Account Dashbord accounut.I have login in to that account & i have copy some code and merge in my button code.Do i have really do that.(https://dashboard.liveagentforsalesforce.com/account/dashboard)

xiaoqiangxiaoqiang
Hello, Jon

Do you know how to set the position of chat window when start chat with live agent?