EmbeddedServiceLiveAgent

Represents a setup node for creating an Embedded Chat deployment.

Version 

Introduced in API version 38.0.

Supported SOAP API Calls 

create(), delete(), describeLayout(), describeSObjects(), query(), retrieve(), update(), upsert()

Supported REST API Methods 

DELETE, GET, HEAD, PATCH, POST, Query

Special Access Rules 

• To access EmbeddedServiceLiveAgent, your org must have Service Cloud with Chat enabled.

Fields 

AvatarImg 

• Type: url

• Required: No

• Properties: Filter, Group, Nillable, Sort

• Introduced: API version 42.0

• Description: URL of the image used as the agent avatar image.

DeveloperName 

• Type: string

• Required: No

• Properties: Filter, Group, Sort

• Description: The unique name for the EmbeddedServiceLiveAgent object.

This name can contain only underscores and alphanumeric characters, and must be unique in your org. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. This field is automatically generated, but you can supply your own value if you create the record using the API.

When creating large sets of data, always specify a unique DeveloperName for each record. If no DeveloperName is specified, performance may slow while Salesforce generates one for each record.

Note

Only users with View DeveloperName OR View Setup and Configuration permission can view, group, sort, and filter this field.

Note

EmbeddedServiceConfigId 

• Type: reference

• Required: No

• Properties: Filter, Group, Sort

• Description: Unique name for the embedded chat deployment ID.

• Relationship name: EmbeddedServiceConfig

• Relationship type: relationship

• Refers to: EmbeddedServiceConfig

Enabled 

• Type: boolean

• Required: No

• Properties: Defaulted on create, Filter, Group, Sort

• Introduced: API version 42.0

• Description: Indicates whether this embedded chat deployment is enabled (true).

• Default value: false

FontSize 

• Type: picklist

• Required: No

• Properties: Filter, Group, Restricted picklist, Sort

• Introduced: API version 42.0

• Description: Font size for the chat window.

Available in API version 43.0 and later.

• Possible values:

  • Small — Small

  • Medium — Medium

  • Large — Large

FullName 

• Type: string

• Required: No

• Properties: Create, Group, Nillable

• Introduced: API version 43.0

• Description: The unique name used for this embedded chat deployment. The fullName can contain only underscores and alphanumeric characters. It must be unique, begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores.

Query this field only if the query result contains no more than one record. Otherwise, an error is returned. If more than one record exists, use multiple queries to retrieve the records. This limit protects performance.

IsOfflineCaseEnabled 

• Type: boolean

• Required: No

• Properties: Defaulted on create, Filter, Group, Sort

• Introduced: API version 43.0

• Description: Specifies whether offline support is enabled for this embedded chat deployment (true) or not (false).

• Default value: false

IsQueuePositionEnabled 

• Type: boolean

• Required: No

• Properties: Defaulted on create, Filter, Group, Sort

• Introduced: API version 43.0

• Description: Specifies whether queue position (displaying the customer’s place in line while they wait for an agent) is enabled for this embedded chat deployment (true) or not (false).

• Default value: false

Language 

• Type: picklist

• Required: No

• Properties: Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort

• Description: Languages supported in the embedded chat deployment.

• Chinese (Simplified): zh_CN

• Chinese (Traditional): zh_TW

• Danish: da

• Dutch: nl_NL

• English: en_US

• Finnish: fi

• French: fr

• German: de

• Italian: it

• Japanese: ja

• Korean: ko

• Norwegian: no

• Portuguese (Brazil): pt_BR

• Russian: ru

• Spanish: es

• Spanish (Mexico): es_MX Spanish (Mexico) defaults to Spanish for customer-defined translations.

• Swedish: sv

• Thai: th The Salesforce user interface is fully translated to Thai, but Help is in English.

• Possible values:

  • en_US — English

  • de — German

  • es — Spanish

  • fr — French

  • it — Italian

  • ja — Japanese

  • sv — Swedish

  • ko — Korean

  • zh_TW — Chinese (Traditional)

  • zh_CN — Chinese (Simplified)

  • pt_BR — Portuguese (Brazil)

  • nl_NL — Dutch

  • da — Danish

  • th — Thai

  • fi — Finnish

  • ru — Russian

  • es_MX — Spanish (Mexico)

  • no — Norwegian

LiveAgentChatUrl 

• Type: url

• Required: No

• Properties: Filter, Group, Nillable, Sort

• Introduced: API version 38.0

• Description: The REST endpoint for Chat.

LiveAgentContentUrl 

• Type: url

• Required: No

• Properties: Filter, Group, Nillable, Sort

• Introduced: API version 38.0

• Description: The REST endpoint for Chat content.

LiveChatButtonId 

• Type: ID
• Required: No
• Properties: Filter, Group, Nillable, Sort

LiveChatDeploymentId 

• Type: ID
• Required: No
• Properties: Filter, Group, Nillable, Sort

ManageableState 

• Type: picklist

• Required: No

• Properties: Filter, Group, Nillable, Restricted picklist, Sort

• Description: Indicates the manageable state of the specified component that is contained in a package:

• beta

• deleted

• deprecated

• deprecatedEditable

• installed

• installedEditable

• released

• unmanaged

Available in API version 43.0 and later.

• Possible values:

  • beta — beta

  • deleted — deleted

  • deprecated — deprecated

  • deprecatedEditable — deprecatedEditable

  • installed — installed

  • installedEditable — installedEditable

  • released — released

  • unmanaged — unmanaged

MasterLabel 

• Type: string

• Required: No

• Properties: Filter, Group, Sort

• Description: Name of the embedded chat deployment.

Metadata 

• Type: complexvalue

• Required: No

• Properties: Create, Nillable, Update

• Introduced: API version 43.0

• Description: The embedded chat metadata.

Query this field only if the query result contains no more than one record. Otherwise, an error is returned. If more than one record exists, use multiple queries to retrieve the records. This limit protects performance.

NamespacePrefix 

• Type: string

• Required: No

• Properties: Filter, Group, Nillable, Sort

• Introduced: API version 43.0

• Description: The namespace prefix that is associated with this object. Each Developer Edition org that creates a managed package has a unique namespace prefix. Limit: 15 characters. You can refer to a component in a managed package by using the namespacePrefix__componentName notation.

The namespace prefix can have one of the following values.

• In Developer Edition orgs, NamespacePrefix is set to the namespace prefix of the org for all objects that support it, unless an object is in an installed managed package. In that case, the object has the namespace prefix of the installed managed package. This field’s value is the namespace prefix of the Developer Edition org of the package developer.
• In orgs that are not Developer Edition orgs, NamespacePrefix is set only for objects that are part of an installed managed package. All other objects have no namespace prefix.

OfflineCaseBackgroundImg 

• Type: url

• Required: No

• Properties: Filter, Group, Nillable, Sort

• Introduced: API version 43.0

• Description: URL of the image used for the background for the offline support case form in an embedded chat window.

PrechatBackgroundImg 

• Type: url

• Required: No

• Properties: Filter, Group, Nillable, Sort

• Introduced: API version 42.0

• Description: URL of the image used for the background for the pre-chat form in an embedded chat window.

PrechatEnabled 

• Type: boolean

• Required: No

• Properties: Defaulted on create, Filter, Group, Sort

• Introduced: API version 39.0

• Default value: false

PrechatJson 

• Type: textarea

• Required: No

• Properties: Nillable

• Introduced: API version 39.0

• Description: JSON object of all the fields of the selected pre-chat form in Chat setup.

Scenario 

• Type: picklist

• Required: No

• Properties: Filter, Group, Restricted picklist, Sort

• Introduced: API version 39.0

• Description: The type of use case that is selected for the pre-chat form.

• Possible values:

  • Sales — Sales

  • Service — Service

  • Basic — Basic

SmallCompanyLogoImg 

• Type: url

• Required: No

• Properties: Filter, Group, Nillable, Sort

• Introduced: API version 42.0

• Description: URL of the logo image used with embedded chat.

WaitingStateBackgroundImg 

• Type: url

• Required: No

• Properties: Filter, Group, Nillable, Sort

• Introduced: API version 42.0

• Description: URL of the image used for the background image in an embedded chat window while the customer waits to be connected with a support agent.

Usage 

EmbeddedServiceLiveAgent represents a Chat configuration that is added to your web page. The EmbeddedServiceLiveAgent record contains a unique combination of a Chat button and the Chat deployment that the administrator selects during setup.

To create an EmbeddedServiceLiveAgent record, create a Chat Deployment, a Chat Button, and an EmbeddedServiceConfig record. Then, set the fields for these records as references on the EmbeddedServiceLiveAgent record.