Hello everyone! We are developing a new web site on the Sitecore CMS and we would like to be able to track Live Chats via Universal Analytics.

When attempting to set up cross-domain linking between modspace.com and the live chat domain, we ran into problems decorating the link that was being passed to the live chat. This problem arises because the Live Chat button is set up to initiate javascript that works similar to a link click but is unrecognizable to traditional tracking scripts. Because of this, we are unable to intercept and append the GA Linker parameter to the Live Chat URL.

We're assuming that the SalesForce script includes some kind of function that involves decorating the target link w/ parameters. If this is the case, we'd like to add the following "linker" parameter to the target URL that is passed into the Live Chat window.

Example value: _ga=1.231587807.1974034684.1435105198

Example usage:
// Alerts the linker parameter for the default tracker.
ga(function(tracker) {
  alert(tracker.get('linkerParam'));
});

Once the "linker" parameter is called within the javascript, they should be able to append it to the target URL, which should be read by the GA code that's on the Live Chat.

Is this something that we can do? If so, where would we add the linker parameter code?

Thanks,
Annette

Hey Everyone,

We are setting up Google Universal Analytics for our site and I was just asked the following question regarding Live Agent:

The button uses a window.open() call.  But the floating invitation uses a different method by first creating a window with an empty URL, then generating a hidden form on the page and submitting it to the new window it just created. Is it possible to modify this to use a simple window.open() call?

Thanks,
Annette

Hello all,

I have had good luck with substituting a specific value in a null field in a provious email template with the following code:

{!Contact.FirstName}{!IF(ISBLANK(Contact.FirstName,""),Lead.FirstName)},

Now I'd like to substitute a default value *00 number in the null/blank field for Case Owner Phone. I tried this thinking iot would work much the same way as the above, but it does not retuurn the default 800#.

{!Case.OwnerPhone}{!IF(ISBLANK(Case.OwnerPhone,""),800-523-7918)}

Any thought on how to make this happen?

Thanks!

I've implemented Live Agent and have been utilized code from http://analyticsinthewild.blogspot.com/2014/03/extending-salesforce-liveagent-pre-chat.html to develop a Pre-Chat Survey that can do all of the following:

• The preChat form capture first name, last name, and email (all required) and defaults the Agent greeting to include the provided first name (and Agent Name).
• The preChat form searches for a matching Contact and a matching Lead with some specific conditions based on the outcome:
  • If a matching contact is found, DO NOT create a new Lead.
  • If a matching contact AND lead are found, bring up both.
  • If NO matching contact is found, do NOT create a new contact, but DO create a new Lead (as long as a matching Lead is not found).

Works like a charm but I also would like it to:

• Allow the user to select a deployment based on Agent Skill button Sales or Service
• If Service is required include information for a Case and show that case tab
• If Sales is required do the steps outlined at the top of this thread.

I have it mostly working but am unable to get it ti create the Case...

Here is the code:

<apex:page showHeader="false" standardController="Account" extensions="preChatRemoting_Con">

<!-- This script takes the endpoint URL parameter passed from the deployment page and makes it the action for the form -->

<script type="text/javascript">
     (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);
              }})();

  function SubmitForm(createLead) {

      if (!createLead) {  //We found a matching contact based on email provided, so DO NOT send parameters to create a new lead.
          document.getElementById("optionA").value="";
          document.getElementById("optionB").value="false";
      }
      else {   //No matching contact was found, so send parameters required to create a new lead.
          document.getElementById("optionA").value="FirstName,true;LastName,true;Company,true;Email,true;Description,true;Status;true;Type,true;LeadSource,true;Source_Type__c,true;";
          document.getElementById("optionB").value="true";
      }
      document.getElementById("prechatForm").submit();
  }

  function getRemoteContact()
    {
        var contactEmail = document.getElementById('contactEmail').value;
        Visualforce.remoting.Manager.invokeAction('{!$RemoteAction.preChatRemoting_Con.getcontact}', contactEmail, function(result, event){
                if (event.status) {
                    SubmitForm(false);  //contact found, don't create a lead
                } else if (event.type === 'exception') {
                    SubmitForm(true);  //contact NOT found, DO create a lead
                } else {
                    SubmitForm(false);  //unknown error, DON'T create a lead
                }
            },
            {escape: true}
        );
    }
</script>

<style>
body
{
    background-color:#f0eff7;
}
#chatFormDiv
{
    color:#1d2675;
    font-family:Arial, Helvetica;
    font-size:12px;
    font-weight:bold;
    line-height:20px;
    width:275px;
    font-weight:bold;
    text-align:left;
    padding:10px;

}
#chatHeader
{
    color:#1d2675;
    font-family:Arial, Helvetica;
    font-size:14px;
    font-weight:bold;
    line-height:18px;
    padding-bottom:10px;
}
label
{
    color:#1d2675;
    font-family:Arial, Helvetica;
    font-size:10px;
    font-weight:bold;
    line-height:12px;
    width:275px;
    font-weight:bold;
}
input[type=text], textarea
{
    width:275px;
    background: #f0eff7; /* Old browsers */
    background: -moz-linear-gradient(top, #f0eff7 0%, #ffffff 100%); /* FF3.6+ */
    background: -webkit-gradient(linear, left top, left bottom, color-stop(0%,#f0eff7), color-stop(100%,#ffffff)); /* Chrome,Safari4+ */
    background: -webkit-linear-gradient(top, #f0eff7 0%,#ffffff 100%); /* Chrome10+,Safari5.1+ */
    background: -o-linear-gradient(top, #f0eff7 0%,#ffffff 100%); /* Opera 11.10+ */
    background: -ms-linear-gradient(top, #f0eff7 0%,#ffffff 100%); /* IE10+ */
    background: linear-gradient(to bottom, #f0eff7 0%,#ffffff 100%); /* W3C */
    filter: progid:DXImageTransform.Microsoft.gradient( startColorstr='#f0eff7', endColorstr='#ffffff',GradientType=0 ); /* IE6-9 */   
    border-color: #dedede;
    border-top-color: #d3d3d3;
}
textarea
{
    height:140px;
}
.chatStatusDiv
{
    display:none;
}
</style>

<div id="chatFormDiv">
    <img src="https://sandbox-modspace.cs1.force.com/liveagent/resource/1398881220000/LiveAgentModSpaceLiveChat" /> <br/>
    <hr />
<div id="chatHeader">
    To help us serve you better, please provide the following information:
    </div>
    <form method="post" id="prechatForm">

<!-- Detail inputs -->
First Name: <input type="text" name="liveagent.prechat:leadFirstName" onchange="javascript: document.getElementById('prechat_field').value=this.value;" required="required"/><br />
Last Name: <input type="text" name="liveagent.prechat:leadLastName"  required="required"/><br />
Company: <input type="text" id="contactCompany" name="liveagent.prechat:leadCompany"  required="required"/><br />
Email: <input type="text" id="contactEmail" name="liveagent.prechat:leadEmail"  required="required"/><br />
Phone: <input type="text" id="contactPhone" name="liveagent.prechat:leadPhone"  required="required"/><br />
    <hr />
    Who would you like to chat with?<br />
          <!-- Values are LiveChatButton IDs. -->
          <input type="checkbox" name='liveagent.prechat.buttons' value='573S00000004CAz' />Sales - Quotes, Deliveries, Information<br />
Provide some details:<br />
Unit #: <input type="text" name="liveagent.prechat:caseAsset_ID_s" /><br />
Lease ID: <input type="text" name="liveagent.prechat:caseLease_ID" /><br />      
    <hr />
              <input type="checkbox" name='liveagent.prechat.buttons' value='573S00000004CBJ' />Service - Repairs, Billing, General<br />
Provide some details:<br />
Unit #: <input type="text" name="liveagent.prechat:caseAsset_ID_s" /><br />
Lease ID: <input type="text" name="liveagent.prechat:caseLease_ID" /><br />
    <hr />
    Additional Comments: <textarea name="liveagent.prechat:Body" id="body" required="required"></textarea><br />

<!--greeting field, copies from FirstName input-->
<input type="hidden" name="liveagent.prechat.name"  id='prechat_field'/>

<!--hidden fields written to the new lead-->
<input type="hidden" name="liveagent.prechat:leadStatus" value="Open" />
<input type="hidden" name="liveagent.prechat:leadType" value="Prospect" />
<input type="hidden" name="liveagent.prechat:leadSource" value="2021 - Live Chat" />
<input type="hidden" name="liveagent.prechat:leadSourceType" value="Inbound Chat" />

<!-- Creates an auto-query for a matching Contact record’s Email field based on the value of the liveagent.prechat:leadEmail field -->
    <input type="hidden" name="liveagent.prechat.query:leadEmail" value="Contact,Contact.Email" />


<!-- Map the detail inputs to the Lead fields -->
<input type="hidden" name="liveagent.prechat.findorcreate.map:Lead" value="FirstName,leadFirstName;LastName,leadLastName;Company,leadCompany;Email,leadEmail;Phone,leadPhone;Status;leadStatus;Type,leadType;LeadSource,leadSource;Source_Type__c,leadSourceType;" />

<!-- Map the detail inputs to the Contact fields -->
<input type="hidden" name="liveagent.prechat.findorcreate.map:Contact" value="FirstName,leadFirstName;LastName,leadLastName;Email,leadEmail;" />


<!-- Try to find Contact by email (exact match) -->
<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;" />


<!-- Try to find the Lead by email (exact match) -->
<input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Lead" value="Email,true;" />
<input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Lead" value="Email,true;" />

<!-- If the Lead is not found, then create one with the following fields set -->
<input type="hidden" id="optionA" name="liveagent.prechat.findorcreate.map.doCreate:Lead" value="FirstName,true;LastName,true;Company,true;Email,true;Description,true;Status;true;Type,true;LeadSource,true;Source_Type__c,true;" />

<!-- Save the Lead on the Live Chat Transcript -->
<input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Lead" value="Lead" />

<!-- Show the Lead when it is found or created -->
<input type="hidden" id="optionB" name="liveagent.prechat.findorcreate.showOnCreate:Lead" value="true" />

<!-- Show the Contact when it is found or created -->
<input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Contact" value="true" />

<!-- Create a Case every time -->
<input type="hidden" name="liveagent.prechat:caseOrigin" value="Chat" />
<input type="hidden" name="liveagent.prechat.findorcreate.map:Case" value="Origin,caseOrigin;Subject,caseSubject;Asset_ID_s__c,caseAsset_ID_s;Lease_ID__c,caseLease_ID;" />
<input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case" value="Origin,true;Subject,true;Asset_ID_s__c,true;Lease_ID__c,true;" />
<input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Case" value="Case" />
<input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Case" value="true" />

<!-- Link the Contact to the Case -->
<input type= "hidden" name="liveagent.prechat.findorcreate.linkToEntity:Contact" value="Case,ContactId" />

<!-- Display the customer detail to an agent in the Details tab  -->
<input type= "hidden" name= "liveagent.prechat.findorcreate.displayToAgent:String detailName" value= "Boolean display" />

<p>
<input type="button" value="Begin Chat Session" id="prechat_submit" onclick="javascript: getRemoteContact();"/></p>

</form>
</div>
</apex:page>

Any thoughts on how I can get this to work?

Thanks!!!

Hello all,

I have had good luck with substituting a specific value in a null field in a provious email template with the following code:

{!Contact.FirstName}{!IF(ISBLANK(Contact.FirstName,""),Lead.FirstName)},

Now I'd like to substitute a default value *00 number in the null/blank field for Case Owner Phone. I tried this thinking iot would work much the same way as the above, but it does not retuurn the default 800#.

{!Case.OwnerPhone}{!IF(ISBLANK(Case.OwnerPhone,""),800-523-7918)}

Any thought on how to make this happen?

Thanks!