Service Cloud Chat Developer Guide

About This Guide
Prerequisites
API Versions
Customize Deployments with the Deployment APIs
Create Deployments
Log Deployment Activity with the Deployment APIs
Customize Your Chat Window with the Deployment APIs
Customize Chat Buttons with the Deployment APIs
showWhenOnline
showWhenOffline
addButtonEventHandler
startChat
startChatWithWindow
Corresponding Calls for Chat Buttons
Find and Create Records Automatically with the Deployment APIs
Customize Automated Chat Invitations with the Deployment APIs
Deployment API Code Sample
Use Pre-Chat to Gather Visitor Information and Set Context for the Agent
Implement a Custom Chat Window Using Visualforce
Use Post-Chat to Wrap Up the Chat Interaction with Your Customer
Set Up Direct-to-Agent Chat Routing with the Deployment APIs
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Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

showWhenOffline

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

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)

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

Note

Parameters

Name Type Description Available Versions
buttonId String The ID of the chat button for which to display the specified element object when no agents are available to chat. Available in API versions 28.0 and later
element Object The element to display when the specified button is offline. Available in API versions 28.0 and later
userId String The ID of the agent to associate with the button. The element object is displayed when that agent is unavailable. Available in API versions 28.0 and later

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.
1liveagent.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.
1liveagent.showWhenOffline('573xx0000000006', document.getElementById('liveagent_button_offline_573xx0000000006_USER1'), '005xx000001Sv1m');