Fallback Routing can be used to route chats to a different team if the current is full of capacity in Salesforce. Please check the following implementation. If Team A from ....
We can use a Record-Trigger Flow on the AgentWork entity to update the Case Owner to Chat agent when the Chat is accepted in Salesforce. Sample Flow: Condition: 1. Status ....
We can use a trigger on the AgentWork entity to update the Case Owner to Chat agent when the Chat is accepted in Salesforce. Sample Trigger: trigger AgentWork on AgentWork ....
"Assigned Work" tab is used to display the work items that are making their way through your queues.Reference Article:https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_work_tab.htm&type=5 If skills-based routing rules on a routing configuration is enabled, and ....
If the Chat connection is idle or disconnected, the Chat will be ended in 40 seconds. To increase this idle connection time out, use Idle Connection Warning Duration and Idle Connection ....
Sneak Peek in Salesforce chat allows agents to view what the visitors are typing before they send the message. Follow the below steps to set it up in Salesforce. 1. ....
Enable Queue keeps all the incoming chat requests on hold if no qualified agents are available to accept the requests i.e if all the agents are at capacity. Currently, there ....
1. Create a Report with "Chat Transcripts" Report Type.2. Group the report by "Select all rows for Drill Down. Chat Button: Developer Name" Field.
Tracking Start and End Time of the Chats:1. Create a Report Type with the Object Chat Transcripts.2. Add Start Time and End Time while creating the Report.Agent and Visitor Time ....
Sample Code:Aura Component:<aura:component implements="flexipage:availableForAllPageTypes" access="global"> <lightning:omniToolkitAPI aura:id="omniToolkit" /> <lightning:conversationToolkitAPI aura:id="conversationKit"/> <aura:handler event="lightning:omniChannelWorkAccepted" action="{!c.onWorkAccepted}"/> </aura:component> JavaScript Controller:({ onWorkAccepted:function( component,event,helper ) { console.log( 'Inside the Work Acceptance' ); ....