Live Agent Developer's Guide Dev

User Manual:

Open the PDF directly: View PDF .
Page Count: 60

About This Guide
Prerequisites
API Versions
Customize Deployments with the Deployment APIs
Use Pre-Chat to Gather Visitor Information and Set Context for the Agent
Implement a Custom Chat Window Using Visualforce
- Live Agent Visualforce Components
- Live Agent Visualforce Components Code Sample
Use Post-Chat to Wrap Up the Chat Interaction with Your Customer
- Post-Chat Code Sample
Set Up Direct-to-Agent Chat Routing with the Deployment APIs
- Direct-to-Agent Routing with the Deployment APIs
  - Direct-to-Agent Routing Code Sample
- Fallback Routing in Pre-Chat Forms
  - Fallback Routing Code Sample

Live Agent Developer's Guide

Version 39.0, Spring ’17

@salesforcedocs

Last updated: March 29, 2017

as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.

CONTENTS

Chapter 1: About This Guide ............................................1

Chapter 2: Prerequisites ...............................................2

Chapter 3: API Versions ...............................................3

Chapter 4: Customize Deployments with the Deployment APIs ..................4

Create Deployments ....................................................4

Log Deployment Activity with the Deployment APIs ...............................5

enableLogging ....................................................5

Customize Your Chat Window with the Deployment APIs ...........................9

setChatWindowHeight ...............................................9

setChatWindowWidth ...............................................9

Customize Chat Buttons with the Deployment APIs ...............................10

showWhenOnline .................................................10

showWhenOffline ..................................................11

addButtonEventHandler .............................................12

startChat .......................................................14

startChatWithWindow ...............................................14

Corresponding Calls for Chat Buttons ....................................15

Find and Create Records Automatically with the Deployment APIs ....................16

addCustomDetail .................................................16

findOrCreate .....................................................17

setName .......................................................20

Search for Knowledge Articles with the Deployment APIs .......................20

Find and Create Records Deployment API Code Sample .......................21

Customize Automated Chat Invitations with the Deployment APIs ....................22

setCustomVariable ................................................22

rejectChat ......................................................23

addButtonEventHandler .............................................23

Automated Chat Invitation Code Sample .................................25

Deployment API Code Sample ............................................27

Chapter 5: Use Pre-Chat to Gather Visitor Information and Set Context for the

Agent ............................................................31

Find and Create Records Automatically with the Pre-Chat APIs .......................31

findOrCreate.map .................................................31

findOrCreate.saveToTranscript ........................................35

findOrCreate.showOnCreate .........................................36

findOrCreate.linkToEntity .............................................37

findOrCreate.displayToAgent .........................................37

Find and Create Records Pre-Chat API Code Sample .........................38

Access Chat Details with the Pre-Chat APIs ...................................39

preChatInit ......................................................39

Pre-Chat Form Code Sample .............................................40

Chapter 6: Implement a Custom Chat Window Using Visualforce ...............44

Live Agent Visualforce Components ........................................44

Live Agent Visualforce Components Code Sample ..............................45

Chapter 7: Use Post-Chat to Wrap Up the Chat Interaction with Your Customer .....49

Post-Chat Code Sample ................................................49

Chapter 8: Set Up Direct-to-Agent Chat Routing with the Deployment APIs ........53

Direct-to-Agent Routing with the Deployment APIs ...............................53

Direct-to-Agent Routing Code Sample ...................................53

Fallback Routing in Pre-Chat Forms .........................................55

Fallback Routing Code Sample ........................................55

Contents

CHAPTER 1 About This Guide

Customize Live Agent to fit your company’s needs. This guide provides several examples to help you understand and create customized

chat windows, buttons, forms, and pages.

Live Agent lets service organizations connect with customers or website visitors in real time through a Web-based, text-only live chat.

You can customize Live Agent to create a personalized chat experience for your customer service agents and the customers they serve

using custom code. In this guide, we’ll show you how to:

•Customize deployments using the Deployment API.

•Customize the appearance of customer-facing chat windows using Visualforce pages and components.

•Create pre-chat forms to gather information from customers before they begin a chat with an agent.

•Create post-chat pages that appear to customers after a chat is complete.

Additionally, you can customize these and other Live Agent components through Salesforce settings. For more information, see “Customize

Your Live Agent Implementation” in the Salesforce help.

CHAPTER 2 Prerequisites

Before you customize Live Agent, make sure:

•Live Agent is enabled in your organization.

•Your administrator has granted you a Live Agent feature license. Although you can customize the product without a feature license,

having one will allow you to access and test your customizations.

•You’ve created a Force.com site and uploaded images as static resources for your chat buttons and windows. If you plan to customize

Live Agent without using a Force.com site, skip this step.

Note: When using a Force.com site for Live Agent custom chat pages, avoid using the path “/liveagent” in the URL. This path

sometimes causes errors with the incoming and outgoing chat notification sounds, so agents will be unable to hear their chat

updates.

SEE ALSO:

Chat Routing Options

showWhenOnline

Use the showWhenOnline method to specify what customers see when a particular button is online.

Customize Chat Buttons with the Deployment APIsCustomize Deployments with the Deployment APIs

Usage

Displays a particular element when the specified button, agent, or agent-with-fallback-button is online. Available in API versions 28.0

and later.

Syntax

For a button, userId is optional: void showWhenOnline(String buttonId, Object element, (optional)

String userId)

For an agent, use userId instead of buttonId: void showWhenOnline(String userId, Object element)

For an agent with fallback-to-button, use both IDs (the element shows when either the agent or button is online): void

showWhenOnline(String buttonId, Object element, String userId)

Note: Any time you use both a buttonId and a userId, buttonId must appear first.

Parameters

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The ID of the chat button for which to display

the specified element object when agents

StringbuttonId

that are associated with the button are

available to chat.

Available in API versions 28.0 and later.The element to be displayed when the

specified button is online.

Objectelement

Available in API versions 29.0 and later.The ID of the agent to associate with the

button. The element object is displayed

when that agent is available.

StringuserId

If you specify a button ID but not a user ID in your parameters, the element is displayed only if the button is online.

If you specify a user ID but not a button ID, the element is displayed only if the agent is online. For example, the following syntax tracks

an agent’s online status and sets the button to online when that agent is available and offline if unavailable.

liveagent.showWhenOnline('005xx000001Sv1m',

document.getElementById('liveagent_button_toAgent_online'));

If you specify a button ID and an agent ID, the element is displayed if either the button or the agent is online. For example, the following

syntax tracks the status of an agent and a button and displays the element if at least one skilled agent is available.

liveagent.showWhenOnline('573xx0000000006',

document.getElementById('liveagent_button_online_573xx0000000006_USER1'), '005xx000001Sv1m');

showWhenOffline

Use the showWhenOffline method to specify what customers see when a particular button is offline.

showWhenOfflineCustomize Deployments with the Deployment APIs

Usage

Displays a particular element when the specified button, agent, or agent-with-fallback-button is offline. Available in API versions 28.0

and later.

Syntax

For a button, userId is optional: void showWhenOffline(String buttonId, Object element, (optional)

String userId)

For an agent, use userId instead of buttonId: void showWhenOffline(String userId, Object element)

For an agent with fallback-to-button, use both IDs (the element shows when either the agent or button is offline): void

showWhenOffline(String buttonId, Object element, String userId)

Note: Any time you use both a buttonId and a userId, buttonId must appear first.

Parameters

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The ID of the chat button for which to display

the specified element object when no

agents are available to chat.

StringbuttonId

Available in API versions 28.0 and later.The element to display when the specified

button is offline.

Objectelement

Available in API versions 29.0 and later.The ID of the agent to associate with the

button. The element object is displayed

when that agent is unavailable.

StringuserId

If you specify a button ID but not a user ID in your parameters, the element displays only if the button is offline.

If you specify a user ID but not a button ID, the element displays only if the agent is offline. For example, the following syntax tracks an

agent’s online status and sets the button to offline when that agent is unavailable.

liveagent.showWhenOffline('005xx000001Sv1m',

document.getElementById('liveagent_button_toAgent_offline'));

If you specify a button ID and an agent ID, the element displays if neither the button or the agent is available. For example, the following

syntax tracks the status of an agent and a button and displays the element if neither one is available.

liveagent.showWhenOffline('573xx0000000006',

document.getElementById('liveagent_button_offline_573xx0000000006_USER1'),

'005xx000001Sv1m');

addButtonEventHandler

Use the addButtonEventHandler method to define a chat button’s behavior when certain events occur. Available in API versions

28.0 and later.

addButtonEventHandlerCustomize Deployments with the Deployment APIs

Usage

Defines the behavior for a chat button when the following events occur:

•An agent is available to chat.

•No agents are available to chat.

The event “no agents are available to chat” occurs whenever a chat can’t reach an agent using the configured chat button. The event

occurs when:

•No agents are online.

•No agents assigned to the skills associated with the button are online.

•Online agents have the status Away.

•Online agents are at capacity (set with Live Agent Configurations, or Presence Configurations with Omni-Channel).

•Online agents are using Omni-Channel and are only available for other service channels.

Syntax

void addButtonEventHandler(String buttonId, Function callback)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The ID of the chat button for which to define

the behavior when certain events occur.

StringbuttonId

Available in API versions 28.0 and later.The function to call when a particular event

occurs. You must specify the button’s behavior

functioncallback

for each of the required event types on page

13.

Event Types

Incorporate the following event types into your callback function to customize the behavior of your button when certain events

occur. You must specify the button’s behavior for each of the following event types.

DescriptionSyntaxEvent TypeFunction

Specifies the

behavior of the

liveagent.BUTTON_EVENT.BUTTON_AVAILABLEBUTTON_AVAILABLEcallback

button when the

criteria are met for

customers to be

able to chat with

an agent, such as

when an agent

with the correct

skills is available to

chat.

addButtonEventHandlerCustomize Deployments with the Deployment APIs

DescriptionSyntaxEvent TypeFunction

Specifies the

behavior of the

liveagent.BUTTON_EVENT.BUTTON_UNAVAILABLEBUTTON_UNAVAILABLE

button when no

agents are

available to chat.

startChat

Use the startChat method to request a chat from a button in a new window.

Usage

Requests a chat from the provided button in a new window.

Optionally, you can route chats from a specific button directly to the agent with the userId you specify. If the agent is unavailable,

you can route the chat to additional agents by specifying whether to fallback to the button’s routing rules (true) or not (false).

Syntax

void startChat(String buttonId, (optional) String userId, (optional) Boolean fallback)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The ID of the chat button for which to request

a chat in a new window.

StringbuttonId

Available in API versions 29.0 and later.The Salesforce.com user ID of the agent to

whom to directly route chats from the button.

String(Optional) userId

Available in API versions 29.0 and later.Specifies whether to fall back to the button’s

routing rules (true) or not (false) if the

Boolean(Optional)

fallback

agent with the specified sfdcUserId is

unavailable.

startChatWithWindow

Use the startChatWithWindow method to request a chat from a button using the name of a window.

Usage

Requests a chat from the provided button using the provided window name. Available in API versions 28.0 and later.

startChatCustomize Deployments with the Deployment APIs

Syntax

void startChatWithWindow(String buttonId, String windowName, (optional) String userId,

(optional) Boolean fallback)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The ID of the chat button for which to request

a chat in a new window.

StringbuttonId

Available in API versions 28.0 and later.The name of the window.StringwindowName

Available in API versions 29.0 and later.TheSalesforce user ID of the agent to whom to

directly route chats from the button.

String(Optional) userId

Available in API versions 29.0 and later.Specifies whether to fall back to the button’s

routing rules (true) or not (false) if the

Boolean(Optional)

fallback

agent with the specified sfdcUserId is

unavailable.

Corresponding Calls for Chat Buttons

Make sure your chats start correctly by aligning your calls when using buttons, direct-to-agent, and agent with fallback-to-button.

Keep in mind that the syntax for startChat also applies to startChatWithWindow, and the syntax for showWhenOnline

also applies to showWhenOffline.

Use the following corresponding calls when you’re creating chats with a button, direct-to-agent, and agent with fallback-to-button:

Call to

addButtonEventHandler

Call to showWhenOnline

(or showWhenOffline)

Call to startChat (or

startChatWithWindow)

Scenario

addButtonEventHandler(

String buttonId,

Function callback)

showWhenOnline(String

buttonId, Object

element, (optional)

String userId)

startChat(String

buttonId)

Button

addButtonEventHandler(

String userId,

Function callback)

showWhenOnline(String

userId, Object

element)

startChat(String

buttonId, String

userId, false)

Agent (no fallback)

Use multiple handlers.showWhenOnline(String

buttonId, Object

startChat(String

buttonId, String

userId, true)

Agent (fallback to button)

element, String

userId)

Corresponding Calls for Chat ButtonsCustomize Deployments with the Deployment APIs

Find and Create Records Automatically with the Deployment APIs

Use the Deployment API to search for or create Salesforce records—like a case, contact, account, or lead—automatically when an agent

begins a chat with a customer.

You can add any of these methods as additional scripts within the code that’s automatically generated when you create a deployment.

addCustomDetail

Use the addCustomDetail method to add custom details for each chat visitor.

findOrCreate

Use the findOrCreate method to find existing records or create new ones based on certain criteria.

setName

Use the setName method to set the visitor name displayed in the Live Agent console or the Salesforce console.

Search for Knowledge Articles with the Deployment APIs

Use the Deployment API to search for Knowledge articles based on the information that a customer provides in a pre-chat form.

Find and Create Records Deployment API Code Sample

Test and preview how automatically creating records can work with your Live Agent deployments using this code sample.

addCustomDetail

Use the addCustomDetail method to add custom details for each chat visitor.

Usage

Adds a new custom detail for the chat visitor. The Custom Detail is displayed to agents in the footer widget and in the Chat Details page

in the Salesforce Console while the chat is active. Available in API versions 28.0 and later.

Syntax

addCustomDetail(String label, String value, (optional) Boolean displayToAgent)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The label for the custom detail—for

example, "Name".

Stringlabel

Available in API versions 28.0 and later.The value of the custom detail—for

example, "John Doe".

Stringvalue

Available in API versions 29.0 and later.Specifies whether to display the custom

details that customers provide in a pre-chat

form to the agent (true) or not (false).

Boolean(Optional)

displayToAgent

Find and Create Records Automatically with the Deployment

APIs

Customize Deployments with the Deployment APIs

findOrCreate

Use the findOrCreate method to find existing records or create new ones based on certain criteria.

Usage

Finds or creates a record of the specified type when an agent accepts a chat request.

Note: The findOrCreate method begins the API call that finds existing records or create new records when an agent begins

a chat with a customer. You must use this method before calling any of the other findOrCreate sub-methods for finding or

creating records with the Deployment API.

Available in API versions 29.0 and later.

Syntax

liveagent.findOrCreate(String EntityName)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The type of record to search for or create when

an agent accepts a chat with a customer—for

example, a contact record.

StringEntityName

findOrCreate.map

Use the findOrCreate.map method to search for or create records that contain specific customer details.

findOrCreate.saveToTranscript

Use the findOrCreate.saveToTranscript method to save the record you find or create to the chat transcript associated

with the chat.

findOrCreate.showOnCreate

Use the findOrCreate.showOnCreate method to automatically open the record you create in a subtab in the Salesforce

console.

findOrCreate.linkToEntity

Use the findOrCreate.linkToEntity method to link the record you found or created to another record type.

findOrCreate.map

Use the findOrCreate.map method to search for or create records that contain specific customer details.

Usage

Searches for or creates records that contain customer data specified by the addCustomDetail Deployment API method. This

method maps the value of the custom details to the fields on the specified record in the Salesforce console.

You can call the findOrCreate.map method as many times as necessary to find the appropriate records. Call the method once

for every field and its corresponding custom detail value you want to search for.

findOrCreateCustomize Deployments with the Deployment APIs

Note: To find the API name of a field for a standard object, see our API documentation. For non-standard objects, look at the field

detail for the object under Setup.

Available in API versions 29.0 and later.

Syntax

liveagent.findOrCreate(Object EntityName).map(String FieldName, String DetailName,

Boolean doFind, Boolean isExactMatch, Boolean doCreate)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The API name of the field in the record

EntityNameto which to map the

corresponding custom detail DetailName.

StringFieldName

Available in API versions 29.0 and later.The value of the custom detail to map to the

corresponding field FieldName.

StringDetailName

Available in API versions 29.0 and later.Specifies whether to search for a record that

contains the custom detail DetailName in

BooleandoFind

the field FieldName (true) or not

(false).

Available in API versions 29.0 and later.Specifies whether to search for a record that

contains the exact value of the custom detail

BooleanisExactMatch

DetailName you specified in the field

FieldName (true) or not (false).

Available in API versions 29.0 and later.Specifies whether to create a new record with

the custom detail DetailName in the field

BooleandoCreate

FieldName if one isn’t found (true) or not

(false).

findOrCreate.saveToTranscript

Use the findOrCreate.saveToTranscript method to save the record you find or create to the chat transcript associated

with the chat.

Usage

Saves the record that you found or created using the findOrCreate and findOrCreate.map Deployment API methods to

the chat transcript associated with the chat.

Available in API versions 29.0 and later.

Syntax

liveagent.findOrCreate(String EntityName).saveToTranscript(String TranscriptFieldName)

findOrCreateCustomize Deployments with the Deployment APIs

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The name of the field on the chat transcript

record to which to save the ID of the record

you found or created.

StringTranscriptFieldName

findOrCreate.showOnCreate

Use the findOrCreate.showOnCreate method to automatically open the record you create in a subtab in the Salesforce

console.

Usage

Opens the record you created using the findOrCreate and findOrCreate.map Deployment API methods automatically in

a subtab in the to the Salesforce console.

Available in API versions 29.0 and later.

Syntax

liveagent.findOrCreate(String EntityName).showOnCreate()

findOrCreate.linkToEntity

Use the findOrCreate.linkToEntity method to link the record you found or created to another record type.

Usage

Links the record that you found or created using the findOrCreate and findOrCreate.map Deployment API methods to

another record of a different record type that you created using a separate findOrCreate API call. For example, you can link a case

record you found within your organization to a contact record you create.

Note: You can only link records if the parent record is created with a findOrCreate API call. You can’t link a child record to

a record you found using the findOrCreate.linkToEntity method.

Available in API versions 29.0 and later.

Syntax

liveagent.findOrCreate(String EntityName).linkToEntity(String EntityName, String

FieldName)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The type of record to which to link the child

record you found or created.

StringEntityName

findOrCreateCustomize Deployments with the Deployment APIs

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The name of the API field in the record

EntityName to which to save the ID of the

child record you found or created.

StringFieldName

Note: To find the API name of a field for a standard object, see our API documentation. For non-standard objects, look at the field

detail for the object under Setup.

setName

Use the setName method to set the visitor name displayed in the Live Agent console or the Salesforce console.

Usage

Sets the visitor name displayed in the Salesforce console. The name will show in the chat’s primary tab, the agent’s chat log with the

chat transcript, and in the Live AgentSupervisor panel. Available in API versions 28.0 and later.

Syntax

setName(String name)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The visitor name that appears in the Live Agent

console or the Salesforce console.

Stringname

Search for Knowledge Articles with the Deployment APIs

Use the Deployment API to search for Knowledge articles based on the information that a customer provides in a pre-chat form.

addCustomDetail.doKnowledgeSearch

Use the knowledgeSearch method to automatically search for Knowledge articles based on criteria in a pre-chat form.

addCustomDetail.doKnowledgeSearch

Use the knowledgeSearch method to automatically search for Knowledge articles based on criteria in a pre-chat form.

Usage

Retrieves a custom detail value from a pre-chat form when a customer requests a chat with an agent. After an agent accepts the chat

request, this value is used as a search keyword to find articles in the Knowledge One widget. The doKnowledgeSearch() method

conducts a search by using the value parameter in the addCustomDetail method. Available in API version 31.0 and later.

setNameCustomize Deployments with the Deployment APIs

Syntax

liveagent.addCustomDetail(String label, String value, (optional) Boolean

displayToAgent).doKnowledgeSearch()

Find and Create Records Deployment API Code Sample

Test and preview how automatically creating records can work with your Live Agent deployments using this code sample.

The following code searches for and creates records when an agent begins a chat with a customer using the following methods:

•addCustomDetail

•findOrCreate

•findOrCreate.map

•findOrCreate.saveToTranscript

•findOrCreate.linkToEntity

•findOrCreate.showOnCreate

/* Creates a custom detail called First Name and sets the value to "Jane" */

liveagent.addCustomDetail("First Name", "Jane");

/* Creates a custom detail called Last Name and sets the value to "Doe" */

liveagent.addCustomDetail("Last Name", "Doe");

/* Creates a custom detail called Phone Number and sets the value to "555-1212" */

liveagent.addCustomDetail("Phone Number", "415-555-1212");

/* Creates a custom detail called Case Subject and sets the value to "Best snowboard for

a beginner" and will perform a knowledge search when the chat is accepted for the agent

liveagent.addCustomDetail("Case Subject", "Best snowboard for a

beginner").doKnowledgeSearch();

/* Creates a custom detail called Case Status and sets the value to "New" */

liveagent.addCustomDetail("Case Status", "New");

/* This does a non-exact search on cases by the value of the "Case Subject" custom detail.

If no results are found, it will create a case and set the case's subject and status

The case that's found or created will be associated to the chat and the case will open

the Console for the agent when the chat is accepted */

liveagent.findOrCreate("Case").map("Subject","Case

Subject",true,false,true).map("Status","Case

Status",false,false,true).saveToTranscript("CaseId").showOnCreate();

/* This searches for a contact whose first and last name exactly match the values in the

custom details for First and Last Name

If no results are found, it will create a new contact and set it's first name, last name,

and phone number to the values in the custom details */

liveagent.findOrCreate("Contact").map("FirstName","First

Find and Create Records Deployment API Code SampleCustomize Deployments with the Deployment APIs

Name",true,true,true).map("LastName","Last Name",true,true,true).map("Phone","Phone

Number",false,false,true);

/* The contact that's found or created will be saved or associated to the chat transcript.

The contact will be opened for the agent in the Console and the case is linked to the

contact record */

liveagent.findOrCreate("Contact").saveToTranscript("ContactId").showOnCreate().linkToEntity("Case","ContactId");

</script>

Customize Automated Chat Invitations with the Deployment APIs

Customize automated chat invitations that appear to customers on your website.

Use the following deployment methods to customize your automated chat invitations.

setCustomVariable

Use the setCustomVariable method to create customized criteria in your sending rules that must be met in order for your

automated invitation to be sent to customers.

rejectChat

Use the rejectChat method to reject and retract an invitation that’s been sent to a customer.

addButtonEventHandler

Use the addButtonEventHandler method to define an automated invitation’s behavior when certain events occur.

Automated Chat Invitation Code Sample

Test and preview how automated chat invitations can work on your website using this code sample.

setCustomVariable

Use the setCustomVariable method to create customized criteria in your sending rules that must be met in order for your

automated invitation to be sent to customers.

Usage

Creates customized criteria in your sending rules that must be met in order for your automated invitation to be sent to customers.

Specifies the comparison values for custom variables used in criteria for your sending rules. Available in API versions 28.0 and later.

Syntax

void setCustomVariable(String variableName, Object value)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The name of the customized criteria for your

custom sending rule.

StringvariableName

Customize Automated Chat Invitations with the Deployment

APIs

Customize Deployments with the Deployment APIs

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The comparison value for your custom sending

rule.

Objectvalue

rejectChat

Use the rejectChat method to reject and retract an invitation that’s been sent to a customer.

Usage

Rejects an invitation and causes it to be retracted.

Available in API versions 28.0 and later.

Syntax

void rejectChat(String buttonId)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The ID of the chat button for which to reject

chats.

StringbuttonId

addButtonEventHandler

Use the addButtonEventHandler method to define an automated invitation’s behavior when certain events occur.

Usage

Defines the behavior for an invitation when the following events occur:

•The criteria are met for the invitation to appear on-screen.

•The criteria are not met for the invitation to appear on-screen.

•A customer accepts an invitation to chat.

•A customer rejects an invitation to chat.

The event “the criteria are not met for the invitation to appear on the screen” occurs when a chat can’t reach an agent using the configured

chat button or automated invitation. The event occurs when:

•No agents are online.

•No agents assigned to the skills associated with the button are online.

•Online agents have the status Away.

•Online agents are at capacity (set with Live Agent Configurations, or Presence Configurations with Omni-Channel).

•Online agents are using Omni-Channel and are only available for other service channels.

rejectChatCustomize Deployments with the Deployment APIs

Available in API versions 28.0 and later.

Syntax

void addButtonEventHandler(String buttonId, Function callback)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 28.0 and later.The ID of the chat button associated with the

automated invitation for which to define the

behavior when certain events occur.

StringbuttonId

Available in API versions 28.0 and later.The function to call when a particular event

occurs. You must specify the invitation’s

functioncallback

behavior for each of the required event types

on page 24.

Event Types

Incorporate the following event types into your callback function to customize the behavior of your invitation when certain events

occur. You must specify the invitation’s behavior for each of the following event types.

DescriptionSyntaxEvent TypeFunction

Specifies the

behavior of the

liveagent.BUTTON_EVENT.BUTTON_AVAILABLEBUTTON_AVAILABLEcallback

automated

invitation when the

criteria are met for

the invitation to

appear on-screen.

Specifies the

behavior of the

liveagent.BUTTON_EVENT.BUTTON_UNAVAILABLEBUTTON_UNAVAILABLE

automated

invitation when the

criteria are not met

for the invitation to

appear on-screen.

Specifies the

behavior of the

liveagent.BUTTON_EVENT.BUTTON_ACCEPTEDBUTTON_ACCEPTED

automated

invitation when a

customer accepts

the invitation. This

event type is only

available for

addButtonEventHandlerCustomize Deployments with the Deployment APIs

DescriptionSyntaxEvent TypeFunction

automated chat

invitations.

Specifies the

behavior of the

liveagent.BUTTON_EVENT.BUTTON_REJECTEDBUTTON_REJECTED

automated

invitation when a

customer rejects

the invitation. This

event type is only

available for

automated chat

invitations.

Note: You might receive multiple events of the same type.

Automated Chat Invitation Code Sample

Test and preview how automated chat invitations can work on your website using this code sample.

The following code is for an automated chat invitation that uses the addButtonEventHandler() method to display a customized

invitation on a website. This invitation allows customers to start a chat with an agent when an agent with the correct skills is available

to chat.

<apex:page>

<!-- This section creates the div with the UI for chat invitation whose id is 573D01234567890

-->

<!-- For this usage, the "Animation" type of this invitation should be set to "Custom",

otherwise two invitations will appear (the Salesforce-provided one and this custom one).

-->

<div id="liveagent_invite_button_573D01234567890" style="display: none; position: fixed;

border: 2px solid darkblue; border-radius: 5px; background-color: lightblue; height: 100px;

width: 200px;">

<div style="cursor: pointer; padding: 5px; right: 0px; position: absolute; color: darkred;

font-weight: bold;" onclick="liveagent.rejectChat('573D01234567890')">X</div>

<!-- Provides the Start Chat option for the customer to accept or start the chat for the

invitation -->

<div style="cursor: pointer; top: 42px; left: 65px; position: absolute;font-weight: bold;

font-size: 16px;" onclick="liveagent.startChat('573D01234567890')">Start Chat</div>

</div>

src='https://c.la1s1.saleforceliveagent.com/content/g/js/36.0/deployment.js'></script>

<!-- Creates the callback function used for the Live Agent chat invitation to present it

Automated Chat Invitation Code SampleCustomize Deployments with the Deployment APIs

or not based on availability and the customer's interaction with it -->

function buttonCallback(e) {

<!-- When the chat invitation is online (i.e. at least one available, skilled agent),

display it at position top 200px and left 300px -->

if (e == liveagent.BUTTON_EVENT.BUTTON_AVAILABLE) {

document.getElementById('liveagent_invite_button_573D01234567890').style.display = '';

document.getElementById('liveagent_invite_button_573D01234567890').style.left = '300px';

document.getElementById('liveagent_invite_button_573D01234567890').style.top = '200px';

}

if (e == liveagent.BUTTON_EVENT.BUTTON_UNAVAILABLE) {

document.getElementById('liveagent_invite_button_573D01234567890').style.display = 'none';

}

if (e == liveagent.BUTTON_EVENT.BUTTON_ACCEPTED) {

document.getElementById('liveagent_invite_button_573D01234567890').style.display = 'none';

}

if (e == liveagent.BUTTON_EVENT.BUTTON_REJECTED) {

document.getElementById('liveagent_invite_button_573D01234567890').style.display = 'none';

}

<!-- Registers the function buttonCallback() above as the callback for the chat invitation

whose id is 573D01234567890 -->

liveagent.addButtonEventHandler('573D01234567890', buttonCallback);

// Let's say there is data available in JavaScript that you want to use in a custom sending

rule.

var shoppingCartValue = 123.45;

// To pass this data so it can be used in Sending Rules in Salesforce setup, call

setCustomVariable.

liveagent.setCustomVariable('shoppingCartValue', shoppingCartValue);

<!-- Live Agent deployment code that initializes chat for the deployment whose id is

572D01234567890 and org is 00DD01234567890 -->

liveagent.init('https://d.la1s1.salesforceliveagent.com/chat', '572D01234567890',

'00DD01234567890');

<!-- Enable Live Agent advanced logging to be available through the Browser's Developer

Console -->

liveagent.enableLogging();

</script>

</apex:page>

Automated Chat Invitation Code SampleCustomize Deployments with the Deployment APIs

This code lets you pass data that’s available in JavaScript so it can be used in your invitation’s sending rules in Setup. This is an example

of how your settings might look:

Deployment API Code Sample

Test and preview how the Deployment API can help you customize your deployments.

This code sample creates a chat window that uses the following Deployment API methods:

•startChat

•showWhenOnline

•showWhenOffline

•addCustomDetail

•setName

•map

•setChatWindowWidth

•setChatWindowHeight

•doKnowledgeSearch

<apex:page showHeader="false">

<h1>Welcome to Support</h1>

<br />

Thank you for your interest.

<a id="liveagent_button_online_573B0000000033Y" href="javascript://Chat" style="display:

none;" onclick="liveagent.startChat('573B0000000033Y')">Chat Now</a>

<div id="liveagent_button_offline_573B0000000033Y" style="display: none;">Live Chat is

currently unavailable</div>

if (!window._laq) { window._laq = []; }

window._laq.push(function(){

liveagent.showWhenOnline('573B0000000033Y',

document.getElementById('liveagent_button_online_573B0000000033Y'));

liveagent.showWhenOffline('573B0000000033Y',

document.getElementById('liveagent_button_offline_573B0000000033Y'));

});</script>

Deployment API Code SampleCustomize Deployments with the Deployment APIs

src='https://c.la.gus.salesforce.com/content/g/js/36.0/deployment.js'></script>

/* Adds a custom detail called Contact Email and sets it value to jane@doe.com */

liveagent.addCustomDetail('Contact E-mail', 'jane@doe.com');

/* Creates a custom detail called First Name and sets the value to Jane */

liveagent.addCustomDetail('First Name', 'Jane');

/* Creates a custom detail called Last Name and sets the value to Doe */

liveagent.addCustomDetail('Last Name', 'Doe');

/* Creates a custom detail called Phone Number and sets the value to 415-555-1212 */

liveagent.addCustomDetail('Phone Number', '415-555-1212');

/* An auto-query that searches Contacts whose Email field exactly matches 'jane@doe.com'.

If no result is found, it will create a Contact record with the email, first name, last

name, and phone number fields set to the custom detail values. */

liveagent.findOrCreate('Contact').map('Email','Contact

E-mail',true,true,true).map('FirstName','First Name',false,false,true).map('LastName','Last

Name',false,false,true).map('Phone','Phone Number',false,false,true);

/* The contact that's found or created will be saved or associated to the chat transcript.

The contact will be opened for the agent in the Console and the case is linked to the

contact record */

liveagent.findOrCreate('Contact').saveToTranscript('ContactId').showOnCreate().linkToEntity('Case','ContactId');

/* Creates a custom detail called Case Subject and sets the value to 'Refund policy for

products' and will perform a knowledge search when the chat is accepted for the agent */

liveagent.addCustomDetail('Case Subject','Refund policy for products').doKnowledgeSearch();

/* Creates a custom detail called Case Status and sets the value to 'New' */

liveagent.addCustomDetail('Case Status','New');

/* This does a non-exact search on cases by the value of the 'Case Subject' custom detail

If no results are found, it will create a case and set the case's subject and status.

The case that's found or created will be associated to the chat and the case will open in

the Console for the agent when the chat is accepted */

liveagent.findOrCreate('Case').map('Subject','Case

Subject',true,false,true).map('Status','Case

Status',false,false,true).saveToTranscript('CaseId').showOnCreate();

/* Saves the custom detail to a custom field on LiveChatTranscript at the end of a chat.

Assumes a custom field called Company__c was added to the Live Chat Transcript object */

liveagent.addCustomDetail('Company', 'Acme').saveToTranscript('Company__c');

/* For internal or technical details that don't concern the agent, set showToAgent to false

to hide them from the display. */

liveagent.addCustomDetail('VisitorHash', 'c6f440178d478e4326a1', false);

Deployment API Code SampleCustomize Deployments with the Deployment APIs

/* Sets the display name of the visitor in the agent console when engaged in a chat */

liveagent.setName('Jane Doe');

/* Sets the width of the chat window to 500px */

liveagent.setChatWindowWidth(500);

/* Sets the height of the chat window to 500px */

liveagent.setChatWindowHeight(500);

liveagent.init('https://d.la.gus.salesforce.com/chat', '572B000000003KL', '00DB00000000Rr8');

</script>

</apex:page>

This code results in the following view for agents using the Console.

The name of the customer (Jane Doe for this example) appears in the Console from setName (1). When you call

addCustomDetail.doKnowledgeSearch, the search automatically appears in the Knowledge widget (2).

When the agent receives a chat, the set Custom Details appear in a hover window.

Deployment API Code SampleCustomize Deployments with the Deployment APIs

CHAPTER 5 Use Pre-Chat to Gather Visitor Information

and Set Context for the Agent

Use pre-chat forms in to collect information from visitors and customize their pre-chat experience.

A pre-chat form can gather information, such as a customer's name, email address, and reason for contacting customer support. This

information can help direct chat requests more efficiently and reduce the time agents spend collecting the information themselves. You

can also use this information to customize the customer's experience while they chat with the agent, such as including their first name

in the chat window.

You can create a Visualforce page to host your pre-chat form, or you can develop the form on your own. The information in this guide

focuses on using Visualforce.

Find and Create Records Automatically with the Pre-Chat APIs

Use the Pre-Chat API to search for or create customer records automatically when a customer completes a pre-chat form.

Access Chat Details with the Pre-Chat APIs

Use the Pre-Chat API to access custom details from the Deployment API and incorporate them into pre-chat.

Pre-Chat Form Code Sample

Test and preview how pre-chat forms can work for your agents and customers.

Find and Create Records Automatically with the Pre-Chat APIs

Use the Pre-Chat API to search for or create customer records automatically when a customer completes a pre-chat form.

findOrCreate.map

Use the findOrCreate.map method to search for or create records that contain specific customer details.

findOrCreate.saveToTranscript

Use the findOrCreate.saveToTranscript method to find or create a record and save it to the chat transcript associated

with the chat.

findOrCreate.showOnCreate

Use the findOrCreate.showOnCreate method to find or create a record and automatically open it in a subtab in the

Salesforce console.

findOrCreate.linkToEntity

Use the findOrCreate.linkToEntity method to link the record you found or created to another record type.

findOrCreate.displayToAgent

Use the findOrCreate.displayToAgent method to specify which pre-chat details will be displayed to agents for incoming

chats in the widget and in the Details tab when they receive a chat request.

Find and Create Records Pre-Chat API Code Sample

Test and preview how to automatically create records when a customer completes a pre-chat form using this code sample.

findOrCreate.map

Use the findOrCreate.map method to search for or create records that contain specific customer details.

Usage

Searches for or creates records that contain the customer data that’s specified in the pre-chat form that the customer completes. This

method maps the value of the custom details to the fields on the specified record in the Salesforce console.

You can call the findOrCreate.map method as many times as necessary to find the appropriate records. You can list multiple

fields and their corresponding details to map the detail values to the appropriate fields within the record.

Available in API versions 29.0 and later.

Syntax

<input type= "hidden" name= "liveagent.prechat.findorcreate.map: String entityName"

value= "String fieldName, String detailName;" />

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The type of record to search for or create when

an agent accepts a chat with a customer, for

example, a contact record

StringentityName

Available in API versions 29.0 and later.The name of the field in the record

EntityName to which to map the

corresponding custom detail value

StringfieldName

Available in API versions 29.0 and later.The value of the custom detail to map to the

corresponding field fieldName

StringdetailName

findOrCreate.map.doFind

Use the findOrCreate.map.doFind method to specify which fields to search against existing customer records when a

customer completes a pre-chat form.

findOrCreate.map.isExactMatch

Use the findOrCreate.map.isExactMatch method to specify whether a field value must exactly match the field value

in an existing record when you conduct a search with the findOrCreate.map method.

findOrCreate.map.doCreate

Use the findOrCreate.map.doCreate method to specify which fields in findOrCreate.map method to use to create

a new record if an existing record isn’t found.

findOrCreate.map.doFind

Use the findOrCreate.map.doFind method to specify which fields to search against existing customer records when a customer

completes a pre-chat form.

findOrCreate.mapUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

Usage

Specifies which fields in your findOrCreate.map method to use to search for an existing record. You can search for one or more

fields within records, but note that when multiple fields are specified, the logic relationship is AND. This means that all specified fields

must match an existing record for it to be found.

When using custom fields, follow these guidelines:

•Checkboxes have valid values true and false when trying to search or create related to custom fields.

•Dates use the format YYYY-MM-DD.

•Numbers in the Currency field don’t have a currency sign.

•Numbers in the Percentage field don’t have a percentage sign.

Available in API versions 29.0 and later.

Syntax

<input type= "hidden" name= "liveagent.prechat.findorcreate.map.doFind: String

entityName" value= "String fieldName, Boolean find;" />

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The type of record to search for or create when

an agent accepts a chat with a customer—for

example, a contact record.

StringentityName

Available in API versions 29.0 and later.The name of the API field to search for in

existing records.

StringfieldName

Note: To find the API name of a field

for a standard object, see our API

documentation. For non-standard

objects, look at the field detail for the

object under Setup.

Available in API versions 29.0 and later.Specifies whether to search for existing records

that contain the field fieldName (true)

or not (false).

Booleanfind

Note: You can specify only the fields

for which find equals true. The

method doesn’t search for records

containing fields for which find

equals false.

findOrCreate.map.isExactMatch

Use the findOrCreate.map.isExactMatch method to specify whether a field value must exactly match the field value in an

existing record when you conduct a search with the findOrCreate.map method.

findOrCreate.mapUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

Usage

Specifies which fields in your findOrCreate.map method require an exact field value match when you search for existing records.

You can specify this for one or more fields within records.

Available in API versions 29.0 and later.

Syntax

<input type= "hidden" name= "liveagent.prechat.findorcreate.map.isExactMatch: String

entityName" value= "String fieldName, Boolean exactMatch;" />

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The type of record to search for or create when

an agent accepts a chat with a customer—for

example, a contact record.

StringentityName

Available in API versions 29.0 and later.The API name of the field to search for in

existing records.

StringfieldName

Note: To find the API name of a field

for a standard object, see our API

documentation. For non-standard

objects, look at the field detail for the

object under Setup.

Available in API versions 29.0 and later.Specifies whether to search for existing records

that contain an exact match to the field

fieldName (true) or not (false).

Booleanfind

Note: You only need to specify fields

for which exactMatch equals

true. The method will not search for

records containing fields for which

exactMatch equals false.

findOrCreate.map.doCreate

Use the findOrCreate.map.doCreate method to specify which fields in findOrCreate.map method to use to create a

new record if an existing record isn’t found.

Usage

Specifies which fields in your findOrCreate.map method to use to create a new record if an existing record isn’t found. You can

specify one or more fields for creating new records.

Available in API versions 29.0 and later.

findOrCreate.mapUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

Syntax

<input type= "hidden" name= "liveagent.prechat.findorcreate.map.doCreate: String

entityName" value= "String fieldName, Boolean create;" />

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The type of record to create when an agent

accepts a chat with a customer and an existing

StringentityName

record isn’t found—for example, a contact

record.

Available in API versions 29.0 and later.The API name of the field to include in new

records.

StringfieldName

Note: The findOrCreate method

begins the API call that finds existing

records or create new records when an

agent begins a chat with a customer.

You must use this method before

calling any of the other

findOrCreate sub-methods for

finding or creating records with the

Deployment API.

Available in API versions 29.0 and later.Specifies whether to create a new record that

contains the field fieldName (true) or

not (false).

Booleancreate

Note: You only need to specify fields

for which create equals true. The

method will not create records

containing fields for which create

equals false.

findOrCreate.saveToTranscript

Use the findOrCreate.saveToTranscript method to find or create a record and save it to the chat transcript associated

with the chat.

Usage

Saves the record that you found or created using the findOrCreate.map.doCreate or findOrCreate.map.doFind

Pre-Chat API methods to the chat transcript associated with the chat when the chat ends.

Available in API versions 29.0 and later.

findOrCreate.saveToTranscriptUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

Syntax

<input type="hidden" name= "liveagent.prechat.findorcreate.saveToTranscript: String

entityName" value= "String transcriptFieldName" />

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The type of record to search for or create

when an agent accepts a chat with a

customer—for example, a contact record.

StringentityName

Available in API versions 29.0 and later.The API name of the field on the chat

transcript record to which to save the ID of

the record you found or created.

StringtranscriptFieldName

Note: To find the API name of a field for a standard object, see our API documentation. For non-standard objects, look at the field

detail for the object under Setup.

findOrCreate.showOnCreate

Use the findOrCreate.showOnCreate method to find or create a record and automatically open it in a subtab in the Salesforce

console.

Usage

Opens the record you created using the findOrCreate.map.doCreate and findOrCreate.map.doFind Pre-Chat API

methods automatically in a subtab in the to the Salesforce console.

Available in API versions 29.0 and later.

Syntax

<input type= "hidden" name= "liveagent.prechat.findorcreate.showOnCreate: String

entityName" value= "Boolean show" />

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The type of record to search for or create when

an agent accepts a chat with a customer—for

example, a contact record.

StringentityName

Available in API versions 29.0 and later.Specifies whether to display the record you

created in a subtab in the Salesforce console

(true) or not (false).

Booleanshow

findOrCreate.showOnCreateUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

findOrCreate.linkToEntity

Use the findOrCreate.linkToEntity method to link the record you found or created to another record type.

Usage

Links the record you’ve found or created using the findOrCreate.map.doFind and findOrCreate.map.doCreate

methods to another record of a different record type that you created using a separate findOrCreate.map API call. For example,

you can link a case record you found within your organization to a contact record you create.

The findOrCreate.linkToEntity method can’t be used to populate fields on records that you create by using the

findOrCreate API call. Instead, use the findOrCreate.map method to update field values on records.

Note: You can only link records if the parent record is created with a findOrCreate API call. You can’t link a child record to

a record you found using the findOrCreate.linkToEntity method.

Available in API versions 29.0 and later.

Syntax

<input type= "hidden" name= "liveagent.prechat.findorcreate.linkToEntity: String

entityName" value= "String parentEntityName, String fieldName" />

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The type of record which is linked to the parent

record you found or created.

StringentityName

Available in API versions 29.0 and later.The type of parent record to link to the child

record you found or created.

StringparentEntityName

Available in API versions 29.0 and later.The name of the field in the record

parentEntityName where the ID of the

child record you found or created is saved.

StringfieldName

findOrCreate.displayToAgent

Use the findOrCreate.displayToAgent method to specify which pre-chat details will be displayed to agents for incoming

chats in the widget and in the Details tab when they receive a chat request.

Usage

Specifies which pre-chat details to display to an agent in the Details tab in Salesforce console when the agent receives a chat request.

Typically, this method is only used to hide particular custom details from the agent but setting its value to false.

Available in API versions 29.0 and later.

findOrCreate.linkToEntityUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

Syntax

<input type= "hidden" name= "liveagent.prechat.findorcreate.displayToAgent: String

detailName" value= "Boolean display" />

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The name of the detail to display to an agent

when they receive a chat request.

StringdetailName

Available in API versions 29.0 and later.Specifies whether to display the custom detail

to an agent in the chat notifications and Details

tab (true) or not (false).

Booleandisplay

Note: You only need to specify details

for which display equals false.

The method will not display details for

which display equals false. If

you don’t specify the value of the

display parameter, the default value

is set to true.

Find and Create Records Pre-Chat API Code Sample

Test and preview how to automatically create records when a customer completes a pre-chat form using this code sample.

The following code searches for and creates records when a customer completes a pre-chat form using the following methods:

•findOrCreate.map

•findOrCreate.map.doFind

•findOrCreate.map.isExactMatch

•findOrCreate.map.doCreate

•findOrCreate.saveToTranscript

•findOrCreate.showOnCreate

•findOrCreate.linkToEntity

<label>First Name: </label> <input type='text' name='liveagent.prechat:ContactFirstName'

/><br />

<label>Last Name: </label> <input type='text' name='liveagent.prechat:ContactLastName'

/><br />

<label>Subject: </label> <input type='text' name='liveagent.prechat:CaseSubject' /><br />

<input type="hidden" name="liveagent.prechat.findorcreate.map:Contact"

value="FirstName,ContactFirstName;LastName,ContactLastName" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Contact"

value="FirstName,true;LastName,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Contact"

Find and Create Records Pre-Chat API Code SampleUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

value="FirstName,true;LastName,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Contact"

value="FirstName,true;LastName,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Contact"

value="ContactId" />

<input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Contact" value="true"

<input type="hidden" name="liveagent.prechat.findorcreate.linkToEntity:Contact"

value="Case,ContactId" />

<input type="hidden" name="liveagent.prechat.findorcreate.map:Case"

value="Subject,CaseSubject;Status,CaseStatus" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case"

value="Subject,true;Status,true" />

</form>

Access Chat Details with the Pre-Chat APIs

Use the Pre-Chat API to access custom details from the Deployment API and incorporate them into pre-chat.

preChatInit

Use the preChatInit method to access the deployment information that has been passed into the chat through the

addCustomDetail Deployment API method.

preChatInit

Use the preChatInit method to access the deployment information that has been passed into the chat through the

addCustomDetail Deployment API method.

Usage

Extracts chat deployment information, including Custom Details, for use with pre-chat. When you use preChatInit, include the

prechat.js file in the same Apex page and with the same path as the deployment.js file.

Available in API versions 29.0 and later.

Syntax

liveagent.details.preChatInit(String chatUrl, function detailCallback, (optional) String

chatFormName)

Parameters

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.The URL of the chat to retrieve custom

details from.

StringchatUrl

Access Chat Details with the Pre-Chat APIsUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.Name of the JavaScript function to call

upon completion of the method.

StringdetailCallback

Available in API versions 29.0 and later.The name of the HTML form tag for the

pre-chat form to which to incorporate the

custom details.

String(Optional) chatFormName

Responses

Available VersionsDescriptionTypeName

Available in API versions 29.0 and later.An object containing the deployment

information included in the pre-chat form

using the preChatInit method.

Objectdetails

detailCallback

The detailCallback method specifies the behavior that occurs after the preChatInit method returns the details object.

Available VersionsDescriptionParametersSyntax

Available in API versions 29.0 and later.Specifies the actions to occur after the

custom details are retrieved using the

preChatInit method.

detailsfunction

myCallBack(details)

{ // Customer

specific code }

Pre-Chat Form Code Sample

Test and preview how pre-chat forms can work for your agents and customers.

The following code is for a pre-chat form that:

•Gathers the visitor’s first and last name, email address, phone number, and issue, and sets the values to Custom Details.

•Searches for a contact whose email exactly matches the value provided by the customer in the form. If there's no match, it creates

a Contact record and maps the values provided by the customer to the record’s fields.

•Creates a Case record to attach to the chat, and maps the details found to the record’s fields.

•Sets the found or created Contact record as the contact for the Case.

•Associates the records Contact and Case to the Live Chat Transcript record and opens them for the agent in the Console.

•Searches knowledge article based on the text, assuming that Knowledge is set up.

•Displays the visitor’s first and last name for the agent in the Console.

<apex:page showHeader="false">

<!-- This script takes the endpoint URL parameter passed from the deployment page and makes

it the action for the form -->

Pre-Chat Form Code SampleUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

(function() {

function handlePageLoad() {

var endpointMatcher = new RegExp("[\\?\\&]endpoint=([^&#]*)");

document.getElementById('prechatForm').setAttribute('action',

decodeURIComponent(endpointMatcher.exec(document.location.search)[1]));

} if (window.addEventListener) {

window.addEventListener('load', handlePageLoad, false);

} else { window.attachEvent('onload', handlePageLoad, false);

}})();

</script>

<h1>Live Agent Pre-Chat Form</h1>

<!-- Form that gathers information from the chat visitor and sets the values to Live Agent

Custom Details used later in the example -->

First name: <input type='text' name='liveagent.prechat:ContactFirstName' id='firstName'

/><br />

Last name: <input type='text' name='liveagent.prechat:ContactLastName' id='lastName'

/><br />

Email: <input type='text' name='liveagent.prechat:ContactEmail' id='email' /><br />

Phone: <input type='text' name='liveagent.prechat:ContactPhone' id='phone' /><br />

Issue: <input type='text' name='liveagent.prechat:CaseSubject' id='subject' /><br />

<!-- This example assumes that "Chat" was added as picklist value to the Case Origin

field -->

<!-- This example will set the Case Record Type to a specific value for the record

type configured on the org. Lookup the case record type's id on your org and set it here

-->

<input type="hidden" name="liveagent.prechat:CaseRecordType" value="012D00123456789"

<input type="hidden" name="liveagent.prechat.findorcreate.map:Contact"

value="FirstName,ContactFirstName;LastName,ContactLastName;Email,ContactEmail;Phone,ContactPhone"

<input type="hidden" name="liveagent.prechat.findorcreate.map:Case"

value="Subject,CaseSubject;Status,CaseStatus;Origin,CaseOrigin;RecordTypeId,CaseRecordType"

<!-- doFind, doCreate and isExactMatch example for a Contact:

Find a contact whose Email exactly matches the value provided by the customer in the

form

If there's no match, then create a Contact record and set it's First Name, Last Name,

Pre-Chat Form Code SampleUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

Email, and Phone to the values provided by the customer -->

<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Contact"

value="Email,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Contact"

value="Email,true" />

<input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Contact"

value="FirstName,true;LastName,true;Email,true;Phone,true" />

<!-- doCreate example for a Case: create a case to attach to the chat, set the Case Subject

to the value provided by the customer and set the case's Status and Origin fields -->

<input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case"

value="Subject,true;Status,true;Origin,true;RecordTypeId,true" />

<!-- linkToEntity: Set the record Contact record, found/created above, as the Contact on

the Case that's created -->

<input type="hidden" name="liveagent.prechat.findorcreate.linkToEntity:Contact"

value="Case,ContactId" />

<!-- showOnCreate: Open the Contact and Case records as sub-tabs to the chat for the agent

in the Console -->

<input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Contact" value="true"

<input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Case" value="true"

<!-- saveToTranscript: Associates the records found / created, i.e. Contact and Case, to

the Live Chat Transcript record. -->

<input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Contact"

value="ContactId" />

<input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Case"

value="CaseId" />

<input type="hidden" name="liveagent.prechat.findorcreate.displayToAgent:CaseRecordType"

value="false" />

<!-- searchKnowledge: Searches knowledge article based on the text, this assumes that

Knowledge is setup -->

<!-- Set the visitor's name for the agent in the Console to first and last name provided

by the customer -->

function setName() {

document.getElementById("prechat_field_name").value =

document.getElementById("firstName").value + " " +

document.getElementById("lastName").value;

}

</script>

p {font-weight: bolder }

Pre-Chat Form Code SampleUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

</style>

</form>

</apex:page>

This code results in a pre-chat form that looks like this:

Pre-Chat Form Code SampleUse Pre-Chat to Gather Visitor Information and Set Context

for the Agent

CHAPTER 6 Implement a Custom Chat Window Using

Visualforce

Chat windows are what visitors use to exchange messages with support agents. Each of your Live Agent deployments includes a chat

window. You can create a customized chat window by using Visualforce, and you can add styling and functionality with HTML, CSS, and

JavaScript.

Avoid linking to Salesforce CSS stylesheets when you customize your chat window. They aren’t versioned and can change without notice.

Instead, we recommend that you use Visualforce components that mimic Salesforce styles instead of directly referencing the stylesheets.

That way, you’re always in control of how your chat window looks. See Using Styles from Salesforce Stylesheets to lean how to disable our

stylesheets.

For more information on using Visualforce, see the Visualforce Developers’ Guide.

Live Agent Visualforce Components

Use Visualforce components to customize the appearance and behavior of chat windows.

Live Agent Visualforce Components Code Sample

Use this code sample to test and preview how Visualforce components can help you customize your chat windows.

Live Agent Visualforce Components

Use Visualforce components to customize the appearance and behavior of chat windows.

Live Agent includes the following customizable Visualforce components. These components are placed on your Visualforce form to

make certain functionality available and to customize the appearance of the chat window.

Chat windows have various states to inform chat visitors of their chat’s progress. The following components let you customize how the

chat window looks and behaves in these states to best help your visitors.

DescriptionComponent Name

The main parent element for any Live Agent chat window. This element is necessary

to do any additional customization of Live Agent. This component can only be used

once in a Live Agent deployment.

liveAgent:clientChat

The area in a Live Agent chat window that displays system alert messages (such as

"You have been disconnected").

liveAgent:clientChatAlertMessage

The area in a Live Agent chat window that displays system status messages, such as

"Chat session has been disconnected." Must be used within

liveAgent:clientChat. Each chat window can have only 1 message area.

liveAgent:clientChatMessages

The area in a Live Agent chat window that displays system status messages (such as

"You are being reconnected").

liveAgent:clientChatStatusMessage

A text label indicating a visitor's position in a queue for a chat session that’s initiated

by a button that uses push routing. (This component has no effect on buttons that

liveAgent:clientChatQueuePosition

use pull routing.) Must be used within liveAgent:clientChat. For more

information on this component, see Using

liveAgent:clientChatQueuePosition.

DescriptionComponent Name

The button within a Live Agent chat window when the chat is in a waiting state that

allows the visitor to cancel the chat. Must be used within

liveAgent:clientChat.

liveAgent:clientChatCancelButton

The button in a Live Agent chat window that a visitor clicks to save the chat transcript

as a local file. Must be used within liveAgent:clientChat. Each chat window

can have multiple save buttons.

liveAgent:clientChatSaveButton

The button within a Live Agent chat window that a visitor clicks to end a chat session.

Must be used within liveAgent:clientChat.

liveAgent:clientChatEndButton

The area in a Live Agent chat window that displays the chat conversation to a visitor.

Must be used within liveAgent:clientChat. Each chat window can have

only 1 chat log.

liveAgent:clientChatLog

The text box in a Live Agent chat window where a visitor types messages to a support

agent. Must be used within liveAgent:clientChat. Each chat window can

have only 1 input box.

liveAgent:clientChatInput

The button in a Live Agent chat window that a visitor clicks to send a chat message

to an agent. Must be used within liveAgent:clientChat. Each chat window

can have multiple send buttons.

liveAgent:clientChatSendButton

The area in a Live Agent chat window that displays the idle time-out alert (customer

warning) to a visitor.

liveAgent:clientChatLogAlertMessage

The file upload area in a Live Agent chat window where a visitor can send a file to

an agent. Must be used within liveAgent:clientChat.

liveAgent:clientChatFileTransfer

For more information about each of these components, see the Visualforce Component Guide.

Using liveAgent:clientChatQueuePosition

The liveAgent:clientChatQueuePosition component shows where in the chat queue a visitor is. In order for a chat to

enter the queue:

•The button from which the chat was requested must have queuing enabled.

•All online agents (with the relevant skills, if applicable) must be at capacity, causing a queue to form.

•The chat must be in the queue and not yet assigned to an agent.

If all three of these conditions aren’t met, liveAgent:clientChatQueuePosition doesn't display a value.

Live Agent Visualforce Components Code Sample

Use this code sample to test and preview how Visualforce components can help you customize your chat windows.

The following code sample shows a chat window that uses the following components:

•liveAgent:clientChat

•liveAgent:clientChatMessages

Live Agent Visualforce Components Code SampleImplement a Custom Chat Window Using Visualforce

•liveAgent:clientChatEndButton

•liveAgent:clientChatLog

•liveAgent:clientChatInput

<apex:page showHeader="false">

<style>

#liveAgentClientChat.liveAgentStateWaiting {

// The CSS class that is applied when the chat request is waiting to be accepted

// See "Waiting State" screenshot below

}

#liveAgentClientChat {

// The CSS class that is applied when the chat is currently engaged

// See "Engaged State" screenshot below

}

#liveAgentClientChat.liveAgentStateEnded {

// The CSS class that is applied when the chat has ended

// See "Ended State" screenshot below

}

body { overflow: hidden; width: 100%; height: 100%; padding: 0; margin: 0 }

#waitingMessage { height: 100%; width: 100%; vertical-align: middle; text-align: center;

display: none; }

#liveAgentClientChat.liveAgentStateWaiting #waitingMessage { display: table; }

#liveAgentSaveButton, #liveAgentEndButton { z-index: 2; }

.liveAgentChatInput {

height: 25px;

border-width: 1px;

border-style: solid;

border-color: #000;

padding: 2px 0 2px 4px;

background: #fff;

display: block;

width: 99%;

}

.liveAgentSendButton {

display: block;

width: 60px;

height: 31px;

padding: 0 0 3px;

position: absolute;

top: 0;

right: -67px;

}

#liveAgentChatLog {

width: auto;

height: auto;

top: 0px;

position: absolute;

overflow-y: auto;

left: 0;

right: 0;

bottom: 0;

}

</style>

Live Agent Visualforce Components Code SampleImplement a Custom Chat Window Using Visualforce

<liveAgent:clientChat>

<liveAgent:clientChatSaveButton />

<liveAgent:clientChatEndButton />

<div style="top: 25px; left: 5px; right: 5px; bottom: 5px; position: absolute; z-index:

0;">

<liveAgent:clientChatAlertMessage />

<liveAgent:clientChatStatusMessage />

<tr>

<td>Please wait while you are connected to an available agent.</td>

</tr>

</table>

<div style="top: 0; right: 0; bottom: 41px; left: 0; padding: 0; position: absolute;

word-wrap: break-word; z-index: 0;">

<liveAgent:clientChatLog />

</div>

<div style="position: absolute; height: auto; right: 0; bottom: 0; left: 0; margin-right:

67px;">

<liveagent:clientChatInput /><liveAgent:clientChatSendButton />

</div>

</liveAgent:clientChat>

</div>

</apex:page>

For an active chat, this code results in the following chat window states:

Chat Waiting

Live Agent Visualforce Components Code SampleImplement a Custom Chat Window Using Visualforce

Chat in Progress

Chat Ended

Live Agent Visualforce Components Code SampleImplement a Custom Chat Window Using Visualforce

CHAPTER 7 Use Post-Chat to Wrap Up the Chat

Interaction with Your Customer

Post-chat pages let share information with customers at the end of a chat session. For example, you can direct your customers to another

Web page after they complete a chat with an agent, or forward them to a survey about their chat experience.

You can create a Visualforce page to host your post-chat page, or you can develop a page on your own and add the URL to your chat

button configuration. The information in this guide focuses on using Visualforce.

Post-Chat Code Sample

Test and preview how post-chat pages will work for your agents and customers using this code sample.

Post-Chat Code Sample

Test and preview how post-chat pages will work for your agents and customers using this code sample.

You can customize your post-chat page by including the variables you want to be displayed.

DescriptionPossible Variables

The timestamp when the system received the chat request.requestTime

The timestamp when the agent accepted the chat.startTime

The ID of the deployment.deploymentId

The Id of the button that originated the chat.buttonId

The unique chat key.chatKey

The last visited page value sent to the agent.lastVisitedPage

The first page the customer visited containing the deployment

code.

originalReferrer

Geo location latitude of the chat visitor.latitude

Geo location longitude of the chat visitor.longitude

Geo location city of the chat visitor..city

Geo location region of the chat visitor.region

Geo location country of the chat visitor.country

Salesforce organization ID that hosted the chat.organization

Reason for ending the chat. Possible values:disconnectedBy

•agent - the agent terminated the chat

•client - the chat visitor terminted the chat

DescriptionPossible Variables

•error - the system encountered an error that disconnected

the chat

•clientIdleTimeout - the chat visitor didn’t answer

within the alloted time (must have Idle Timeout configured)

•agentsUnavailable - there are no agents available to

receive the chat or there is no room in the queue

Language of the window as configured in the chat button.windowLanguage

A JSON representation of the chat data.chatDetails

A plain text copy of the transcript.transcript

A list of IDs attached to the chat session in JSON array format.attachedRecords

Description of any errors that occurred during the chat.error

This code sample creates a post-chat page that includes basic information about the chat.

<apex:page showHeader='false'>

<p>

<!-- These variables are passed to the post-chat page and can be used to

customize your post-chat experience -->

Request Time: <apex:outputText id='c_rt'

value='{!$CurrentPage.parameters.requestTime}' /><br/>

Start Time: <apex:outputText id='c_st'

value='{!$CurrentPage.parameters.startTime}' /><br/>

Deployment Id: <apex:outputText

value='{!$CurrentPage.parameters.deploymentId}' /><br/>

Button Id: <apex:outputText value='{!$CurrentPage.parameters.buttonId}'

/><br/>

Chat Key: <apex:outputText value='{!$CurrentPage.parameters.chatKey}'

/><br />

Last Visited Page: <apex:outputText

value='{!$CurrentPage.parameters.lastVisitedPage}' /><br/>

Original Referrer: <apex:outputText

value='{!$CurrentPage.parameters.originalReferrer}' /><br/>

<!-- When the GeoLocation is not available this will appear as Unknown

-->

Latitude: <apex:outputText value='{!$CurrentPage.parameters.latitude}'

/><br/>

Longitude: <apex:outputText value='{!$CurrentPage.parameters.longitude}'

/><br/>

City: <apex:outputText value='{!$CurrentPage.parameters.city}' /><br/>

Region: <apex:outputText value='{!$CurrentPage.parameters.region}' /><br/>

Country: <apex:outputText value='{!$CurrentPage.parameters.country}'

/><br/>

Post-Chat Code SampleUse Post-Chat to Wrap Up the Chat Interaction with Your

Customer

Organization: <apex:outputText

value='{!$CurrentPage.parameters.organization}' /><br/>

Disconnected By: <apex:outputText

value='{!$CurrentPage.parameters.disconnectedBy}' /><br/>

Window Language: <apex:outputText

value='{!$CurrentPage.parameters.windowLanguage}' /><br/>

Chat Details: <apex:outputText

value='{!$CurrentPage.parameters.chatDetails}' /><br />

Transcript: <apex:outputText value='{!$CurrentPage.parameters.transcript}'

/><br/>

Attached Records : <apex:outputText

value='{!$CurrentPage.parameters.attachedRecords}' /><br />

Error: <apex:outputText value='{!$CurrentPage.parameters.error}' /><br

</p>

</div>

<hr/>

We are sorry you decided to leave the chat. Feel free to initiate a new session.

</div>

var requestTime = '{!$CurrentPage.parameters.requestTime}';

var startTime = '{!$CurrentPage.parameters.startTime}';

// when startTime doesn't have a value, it means the chat never started

if (!startTime) {

document.getElementById('details').style.display = 'none';

document.getElementById('abandoned').style.display = 'block';

}

</script>

</apex:page>

This code results in the following post-chat page for the agent:

Post-Chat Code SampleUse Post-Chat to Wrap Up the Chat Interaction with Your

Customer

This message shows if the chat is abandoned:

Post-Chat Code SampleUse Post-Chat to Wrap Up the Chat Interaction with Your

Customer

CHAPTER 8 Set Up Direct-to-Agent Chat Routing with

the Deployment APIs

You can route chats that originate from a specific button or invite to a specific agent by editing a few parameters in the Live Agent

Deployment API. You can set chats to fallback to another button or queue if the specified agent isn’t available.

Direct-to-agent routing lets your agents provide visitors with a way to contact them directly. This is useful when a visitor’s issue requires

a follow-up conversation, because the agent can provide a direct-to-agent link that ensures the visitor won’t have to start over with a

new agent.

Direct-to-Agent Routing with the Deployment APIs

You can set up direct-to-agent routing that lets you to route chats from a specific button to a single agent.

Fallback Routing in Pre-Chat Forms

Set fallback routing rules in pre-chat forms in case the agent specified for direct-to-agent routing isn’t available when a chat is

received.

Direct-to-Agent Routing with the Deployment APIs

You can set up direct-to-agent routing that lets you to route chats from a specific button to a single agent.

Use the following Deployment API methods to set up direct-to-agent routing with fallback routing enabled in case the agent isn’t

available for chat.

•startChat

•startChatWithWindow

•showWhenOnline

•showWhenOffline

Direct-to-Agent Routing Code Sample

Implement direct-to-agent routing using the Deployment API.

Direct-to-Agent Routing Code Sample

Implement direct-to-agent routing using the Deployment API.

The following code sample shows you how to set up direct-to-agent so your agents can send visitors a “Chat with Me” link.

<apex:page standardController="User" showHeader="false">

<h1>Direct-to-Agent Chat with {!user.name}</h1>

<!-- A valid button is required here even though it's direct-to-agent - some button

settings still apply. -->

<!-- {!left(user.id,15)} is needed to truncate an 18-char ID to the 15-char version

that Live Agent uses. -->

<a href="javascript://Chat" onclick="liveagent.startChat('573D01234567890',

'{!left(user.id,15)}')">Chat with {!user.name}!</a>

</div>

<!-- button_online is displayed if any agents are available to chat for the button.

-->

<div id="button_online" style="display: none;">Sorry, {!user.name} is not available.

If you’d like, you can

<a href="javascript://Chat" onclick="liveagent.startChat('573D01234567890')">start

a chat with another agent</a>.

</div>

<!-- button_offline is displayed if no agents are available to chat for the button.

-->

<div id="button_offline" style="display: none;">Sorry, all agents (including

{!user.name}) appear to be unavailable.</div>

</div>

src='https://c.la1s1.saleforceliveagent.com/content/g/deployment.js'></script>

/* The following calls pass the user ID as the first argument and show whether the

agent is online.*/

liveagent.showWhenOnline('{!left(user.id,15)}', document.getElementById('dta_online'));

liveagent.showWhenOffline('{!left(user.id,15)}', document.getElementById('dta_offline'));

/* The following calls pass the button ID as the first argument and show whether

any agents are available to handle chats from the button. */

liveagent.showWhenOnline('573D01234567890', document.getElementById('button_online'));

liveagent.showWhenOffline('573D01234567890', document.getElementById('button_offline'));

/* This domain and the IDs are specific to your org, so replace these with your own.

liveagent.init('https://d.la1s1.salesforceliveagent.com/chat', '572D01234567890',

'00DD01234567890');

</script>

</apex:page>

When you use this code sample with your org and call it ChatWithMe, agents can create a link that sends a chat request directly to them.

http://your.website/ChatWithMe?id=005D01234567890

You can make it even easier for agents to send a “chat with me” link by creating a Quick Text message that any agent can use:

http://your.website/ChatWithMe?id={!User_ID}

Direct-to-Agent Routing Code SampleSet Up Direct-to-Agent Chat Routing with the Deployment

APIs

The User ID spot in the link is automatically filled with the User ID of any agent who uses the Quick Text.

Fallback Routing in Pre-Chat Forms

Set fallback routing rules in pre-chat forms in case the agent specified for direct-to-agent routing isn’t available when a chat is received.

What if you set up direct-to-agent routing, but the agent you specified to receive the chats isn’t available? If the agent is offline, those

chats might be lost.

Luckily, if your organization uses pre-chat forms to gather customer information, you can set up fallback routing options for a button

that uses direct-to-agent routing.

This code sample demonstrates how to route chats using another button’s default routing rules if the agent assigned to that button

isn’t available. Let’s take a look at this section of code:

Name: <input type='text' name='liveagent.prechat.name' id='prechat_field' /><br />

Email Address: <input type='text' name='liveagent.prechat:Email' /><br />

Department: <select name="liveagent.prechat.buttons">

<option value="573D01234567890">Route through button 573D01234567890</option>

<option value="005D01234567890">Route to agent 005D01234567890</option>

<option value="005D01234567890_573D01234567890">Route to agent 005D01234567890

with Fallback to button 573D01234567890</option>

In this section, we specify that chats originating from the button should be routed to an agent with agent ID 005xx000001Sv1m. If that

agent isn’t available, incoming chats are routed based on the default routing rules for the button with button ID 573xx0000000001.

Fallback Routing Code Sample

Implement fallback routing rules in pre-chat forms so visitors can chat with another agent with the specified agent isn’t available.

Fallback Routing Code Sample

Implement fallback routing rules in pre-chat forms so visitors can chat with another agent with the specified agent isn’t available.

This sample creates a pre-chat form with fallback routing rules enabled. This form:

•Requests a visitor’s name and email address.

•Displays that information in the chat log and in the chat request window.

•Displays either a new or existing Contact record with the customer’s information in a new tab in the Salesforce console. The customer’s

name and email address are used to find an existing record. If no existing record is found, a new record is created and populated

with the customer’s information.

•Displays a drop-down list that lets visitors choose a different Live Agent button through which to route their chat request.

•Routes chats directly to a specific agent, or, if that agent is unavailable, routes those chats based on the button’s default routing

rules.

<apex:page showHeader="false">

<!-- This script takes the endpoint URL parameter passed from the deployment page

and makes it the action for the form -->

Fallback Routing in Pre-Chat FormsSet Up Direct-to-Agent Chat Routing with the Deployment

APIs

(function() {

function handlePageLoad() {

var endpointMatcher = new RegExp("[\\?\\&]endpoint=([^&#]*)");

document.getElementById('prechatForm').setAttribute('action',

decodeURIComponent(endpointMatcher.exec(document.location.search)[1]));

}

if (window.addEventListener) {

window.addEventListener('load', handlePageLoad, false);

} else { window.attachEvent('onload', handlePageLoad, false);

}})();

</script>

Name: <input type='text' name='liveagent.prechat.name' id='prechat_field' /><br />

Email Address: <input type='text' name='liveagent.prechat:Email' /><br />

Department: <select name="liveagent.prechat.buttons">

<option value="573D01234567890">Route through button 573D01234567890</option>

<option value="005D01234567890">Route to agent 005D01234567890</option>

<option value="005D01234567890_573D01234567890">Route to agent 005D01234567890

with Fallback to button 573D01234567890</option>

</select><br />

</form>

</apex:page>

Fallback Routing Code SampleSet Up Direct-to-Agent Chat Routing with the Deployment

APIs

Live Agent Developer's Guide Dev

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