Queue-Based Chat Routing in Salesforce Lightning
1. Go to Omni-Channel Settings under Setup. 2. Select Enable Omni-Channel and click Save Button.3. Go to Chat Settings under Setup.4. Select Enable Chat and click Save Button.5. Go to Skills ....
Tag: Salesforce Chat
How to monitor/view tabs/workitems opened by Agents via Omni-Channel Supervisor Tab in Salesforce?
1. Enable Conversation monitoring in Supervisor Settings.2. In Supervisor Tab, expand an agent to Monitor/View the Chats.3. To view the Conversation, click Monitor link.Note:Even though the Agent ended the chat, ....
Chat Drops Salesforce Report
1. Create a custom report type with Primary Object "Chat Transcripts". 2. Select Chat Transcript Events to relate it with Chat Transcript object. 3. Create a Report with the custom ....
How to save the custom detail to a custom field on Chat Transcript object(LiveChatTranscript) in Salesforce?
Chat Transcript object have several standard fields. For Example, Chat Button in Chat Transcript object stores the chat button id that the visitor clicked to initiate the chat.Reference Link:https://help.salesforce.com/articleView?id=live_agent_transcript_fields.htm&type=5To save ....
Salesforce Find and Create Records Pre-Chat API
In this blog post, below requirements are handled through Pre-Chat API1. Creating Contact2. Creating Case3. Linking Case to the Contact4. Linking Case and Contact to the Chat Transcript5. Showing the ....
Embedded Service Pre Chat Labels Change in Salesforce
1. Open the Embedded Service Deployment. 2. Click Edit in Chat Settings. 3. Click Edit in Additional Branding. 4. Select Labels. Select Pre Chat and All to do the changes.
How to close the Chat tab when the conversation is ended in Salesforce Chat in Lightning Experience?
lightning:conversationChatEnded Event is triggered when an active chat ends. For the below component to work, 1. Add it to the Chat Transcript Lightning Record Page. 2. When the Chat is ....
Units of Capacity in Routing Configurations and Capacity in Presence Configurations Salesforce
If you choose Routing Configurations Unit Capacity as 1 and Presence Configurations Capacity as 5, each agent will be able to handle 5 chats at a time. Presence Configurations allows ....
Work Item Size and Agent Capacity Salesforce Chat
Omni-Channel is a work routing system.Omni-Channel works on the concept of Work Items. Each time a case is assigned to a queue, a work item is created and pushed to ....
Adding same user to multiple Chat configuration at a time in Salesforce
The chat capacity is defined in the configuration.Users can be assigned to only one Chat configuration at a time. If you assign the same user to a second Chat configuration, ....