Hello everyone,

We are currently deploying the salesforce livechat agent on some pages of our website. But I have some difficulties to make it work properly, as it randomly doesn't show up on loaded page.

- I am connected at the Omni channel on our Lightning Experience platform while performing the tests
- Our website is on Jahia
- We load the livechat agent through TagCommander for it to load when the visitor accepts the associated cookies

First things first, here is the code we implemented on TagCommander :
 

<script src="https://ourcompagnyprivateurl.my.salesforce.com/embeddedservice/5.0/esw.min.js" type="text/javascript"></script>
<script type="text/javascript"> 
	function loadScript(url, callback) {
		// Adding the script tag to the head as suggested before
		var head = document.head;
		var script = document.createElement('script');
		script.type = 'text/javascript';
		script.src = url;

		// Then bind the event to the callback function.
		// There are several events for cross browser compatibility.
		script.onreadystatechange = callback;
		script.onload = callback;
		
		// Fire the loading
		head.appendChild(script);
	}
	
	var livechat = function() {
		// GDPR Link
		console.log('function livechat');
		var rgpdDiv = document.createElement("div");
		var rgpdLink = document.createElement("a");
		var rgpdSpan = document.createElement("span");
		rgpdLink.setAttribute('href', 'https://compagny-specific-url.html');
		rgpdLink.setAttribute('target', '_blank');
		rgpdLink.innerHTML = 'Cliquez ici';
		rgpdSpan.innerHTML = '&#160; pour en savoir plus sur la protection de vos données personnelles';
		rgpdDiv.appendChild(rgpdLink);
		rgpdDiv.appendChild(rgpdSpan);
		rgpdDiv.setAttribute('style', 'margin-bottom: 15px;margin-left: 15px; margin-right: 15px');
		var rgpdDisp = new Boolean(true);
		
		embedded_svc.addEventHandler("onAgentMessage", function(data) {
			console.log('function onAgentMessage');
			if (document.getElementsByClassName("chatSessionStartTime").length !== 0 && rgpdDisp) {
				document.getElementsByClassName("chatSessionStartTime")[0].appendChild(rgpdDiv);
				rgpdDisp = false;   
			}
		});
		
		setTimeout(function () {
			console.log('function setTimeout');
			if (/Android|iPhone|iPod|IEMobile|Opera Mini/i.test(navigator.userAgent)) {
				if (document.getElementsByClassName("helpButtonEnabled").length !== 0 ) {
					document.getElementsByClassName("helpButtonEnabled")[0].style.setProperty( 'display', 'block', 'important' );
				} else {
					console.log('mobile: no helpButtonEnabled found');
				}
			} else {
				if (document.getElementsByClassName("helpButtonEnabled").length !== 0 ) {
					document.getElementsByClassName("helpButtonEnabled")[0].click();
				} else {
					console.log('desktop: no helpButtonEnabled found');
				}
			}
		}, 2000);
		
		var initESW = function(gslbBaseURL) {
			console.log('initESW');

			embedded_svc.settings.displayHelpButton = true; // Or false
			embedded_svc.settings.language = ''; // For example, enter 'en' or 'en-US'

			embedded_svc.settings.defaultMinimizedText = 'Chatter avec nous'; //(Defaults to Chat with an Expert)
			embedded_svc.settings.disabledMinimizedText = 'Aucun conseiller disponible'; //(Defaults to Agent Offline)
			embedded_svc.settings.loadingText = 'Chargement en cours'; //(Defaults to Loading)

			embedded_svc.settings.enabledFeatures = ['LiveAgent'];
			embedded_svc.settings.entryFeature = 'LiveAgent';
		
			embedded_svc.settings.avatarImgURL = "https://personalized-url/xpLiveAgentResilAvatar";
			embedded_svc.settings.chatbotAvatarImgURL = "https://personalized-url/xpLiveAgentResilBotAvatar";

			embedded_svc.init(
				'https://personalized-url.my.salesforce.com',
				'https://personalized-url.force.com/liveAgentChatResil',
				gslbBaseURL,
				'00D7Z0000004qe4',
				'xpLAREmbeddedService',
				{
					baseLiveAgentContentURL: 'https://c.la3-c1cs-cdg.salesforceliveagent.com/content',
					deploymentId: 'XXXXXXXX',
					buttonId: '5737Z000000Gmas',
					baseLiveAgentURL: 'https://d.la3-c1cs-cdg.salesforceliveagent.com/chat',
					eswLiveAgentDevName: 'XXXXXXX',
					isOfflineSupportEnabled: false
				}
			);
		};

		if (!window.embedded_svc) {
			console.log('create script');
			var s = document.createElement('script');

			s.setAttribute('src', baseSFUrl + '/embeddedservice/5.0/esw.min.js');
			s.onload = function() {
				initESW(null);
			};
			document.body.appendChild(s);
		} else {
			console.log('call initESW');
			initESW('https://service.force.com');
		}
	};
	
	// Simplified for example, we test here the baseSFUrl according to the environment
	var baseSFUrl = 'https://our-company-url.salesforce.com';
	loadScript(baseSFUrl + '/embeddedservice/5.0/esw.min.js', livechat);


	/**
	 * Utility function to add CSS in multiple passes.
	 * @param {string} styleString
	 */
	function addStyle(styleString) {
		var style = document.createElement('style');
		style.textContent = styleString;
		document.body.appendChild(style);
	}

	addStyle("\
		// ... inline css
	");
</script>

Now, here are the problems : we come through 3 different cases :

1. It works
2. I've got the console log error "desktop: no helpButtonEnabled found" from the setTimeout function, and no chat appears
3. I've got in the console the error "ReferenceError: embedded_svc is not defined", and no chat appears

Most of the time, when it works one time, I can reload the page and it will still work, as every JS are cached. But it often takes a lots of try before working.

Looking in the network, I've got the esw.min.js loaded, with liveagence.esw.min and others JS from salesforce.
Is there something I am missing ? It seems to come from loading order, but I can't find where and how to solve this.
Any help would be appreciated on this !

Hi, 

I need help with chat window issues. 
The issue is every other day; the chat window does not open on the Website. Till yesterday the window was working fine suddenly; when I was training end-users for a chat feature in Salesforce, the window doesn't open. The new website go-live is next week Wednesday, and this window issue is killing me.

Hi,

I am currently using the Salesforce Live Agent. I have successfully setup the administrator and the operator accounts and am able to establish the chat from a site that is Customer Portal enabled.

What I need is to display the logged in user name and context on the operator console when a chat invite is accepted by the operator. Currently it displays the name as  "visitor:" beside the visitor's message. Can I have the name of the Logged in User here. Also I need the contact associated with the User to be displayed. How do I establish the connection with my salesforce org so that I can achieve this.

I also need to route the chat to the appropriate operator based on certain parameters of the logged in user. Ex I need to route the chat to the account owner of the visitor. I can see only the default routing(based on departments) and a way to route based on their current chat activity. Is there any other way to specify custom routing?

Any help would be greatly appreciated.
Regards,

Hello everyone,

We are currently deploying the salesforce livechat agent on some pages of our website. But I have some difficulties to make it work properly, as it randomly doesn't show up on loaded page.

- I am connected at the Omni channel on our Lightning Experience platform while performing the tests
- Our website is on Jahia
- We load the livechat agent through TagCommander for it to load when the visitor accepts the associated cookies

First things first, here is the code we implemented on TagCommander :
 

<script src="https://ourcompagnyprivateurl.my.salesforce.com/embeddedservice/5.0/esw.min.js" type="text/javascript"></script>
<script type="text/javascript"> 
	function loadScript(url, callback) {
		// Adding the script tag to the head as suggested before
		var head = document.head;
		var script = document.createElement('script');
		script.type = 'text/javascript';
		script.src = url;

		// Then bind the event to the callback function.
		// There are several events for cross browser compatibility.
		script.onreadystatechange = callback;
		script.onload = callback;
		
		// Fire the loading
		head.appendChild(script);
	}
	
	var livechat = function() {
		// GDPR Link
		console.log('function livechat');
		var rgpdDiv = document.createElement("div");
		var rgpdLink = document.createElement("a");
		var rgpdSpan = document.createElement("span");
		rgpdLink.setAttribute('href', 'https://compagny-specific-url.html');
		rgpdLink.setAttribute('target', '_blank');
		rgpdLink.innerHTML = 'Cliquez ici';
		rgpdSpan.innerHTML = '&#160; pour en savoir plus sur la protection de vos données personnelles';
		rgpdDiv.appendChild(rgpdLink);
		rgpdDiv.appendChild(rgpdSpan);
		rgpdDiv.setAttribute('style', 'margin-bottom: 15px;margin-left: 15px; margin-right: 15px');
		var rgpdDisp = new Boolean(true);
		
		embedded_svc.addEventHandler("onAgentMessage", function(data) {
			console.log('function onAgentMessage');
			if (document.getElementsByClassName("chatSessionStartTime").length !== 0 && rgpdDisp) {
				document.getElementsByClassName("chatSessionStartTime")[0].appendChild(rgpdDiv);
				rgpdDisp = false;   
			}
		});
		
		setTimeout(function () {
			console.log('function setTimeout');
			if (/Android|iPhone|iPod|IEMobile|Opera Mini/i.test(navigator.userAgent)) {
				if (document.getElementsByClassName("helpButtonEnabled").length !== 0 ) {
					document.getElementsByClassName("helpButtonEnabled")[0].style.setProperty( 'display', 'block', 'important' );
				} else {
					console.log('mobile: no helpButtonEnabled found');
				}
			} else {
				if (document.getElementsByClassName("helpButtonEnabled").length !== 0 ) {
					document.getElementsByClassName("helpButtonEnabled")[0].click();
				} else {
					console.log('desktop: no helpButtonEnabled found');
				}
			}
		}, 2000);
		
		var initESW = function(gslbBaseURL) {
			console.log('initESW');

			embedded_svc.settings.displayHelpButton = true; // Or false
			embedded_svc.settings.language = ''; // For example, enter 'en' or 'en-US'

			embedded_svc.settings.defaultMinimizedText = 'Chatter avec nous'; //(Defaults to Chat with an Expert)
			embedded_svc.settings.disabledMinimizedText = 'Aucun conseiller disponible'; //(Defaults to Agent Offline)
			embedded_svc.settings.loadingText = 'Chargement en cours'; //(Defaults to Loading)

			embedded_svc.settings.enabledFeatures = ['LiveAgent'];
			embedded_svc.settings.entryFeature = 'LiveAgent';
		
			embedded_svc.settings.avatarImgURL = "https://personalized-url/xpLiveAgentResilAvatar";
			embedded_svc.settings.chatbotAvatarImgURL = "https://personalized-url/xpLiveAgentResilBotAvatar";

			embedded_svc.init(
				'https://personalized-url.my.salesforce.com',
				'https://personalized-url.force.com/liveAgentChatResil',
				gslbBaseURL,
				'00D7Z0000004qe4',
				'xpLAREmbeddedService',
				{
					baseLiveAgentContentURL: 'https://c.la3-c1cs-cdg.salesforceliveagent.com/content',
					deploymentId: 'XXXXXXXX',
					buttonId: '5737Z000000Gmas',
					baseLiveAgentURL: 'https://d.la3-c1cs-cdg.salesforceliveagent.com/chat',
					eswLiveAgentDevName: 'XXXXXXX',
					isOfflineSupportEnabled: false
				}
			);
		};

		if (!window.embedded_svc) {
			console.log('create script');
			var s = document.createElement('script');

			s.setAttribute('src', baseSFUrl + '/embeddedservice/5.0/esw.min.js');
			s.onload = function() {
				initESW(null);
			};
			document.body.appendChild(s);
		} else {
			console.log('call initESW');
			initESW('https://service.force.com');
		}
	};
	
	// Simplified for example, we test here the baseSFUrl according to the environment
	var baseSFUrl = 'https://our-company-url.salesforce.com';
	loadScript(baseSFUrl + '/embeddedservice/5.0/esw.min.js', livechat);


	/**
	 * Utility function to add CSS in multiple passes.
	 * @param {string} styleString
	 */
	function addStyle(styleString) {
		var style = document.createElement('style');
		style.textContent = styleString;
		document.body.appendChild(style);
	}

	addStyle("\
		// ... inline css
	");
</script>

Now, here are the problems : we come through 3 different cases :

1. It works
2. I've got the console log error "desktop: no helpButtonEnabled found" from the setTimeout function, and no chat appears
3. I've got in the console the error "ReferenceError: embedded_svc is not defined", and no chat appears

Most of the time, when it works one time, I can reload the page and it will still work, as every JS are cached. But it often takes a lots of try before working.

Looking in the network, I've got the esw.min.js loaded, with liveagence.esw.min and others JS from salesforce.
Is there something I am missing ? It seems to come from loading order, but I can't find where and how to solve this.
Any help would be appreciated on this !