Salesforce Chats Time Tracking Reports
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 ....
Tag: Salesforce Chat
Sample Code for conversationToolKitAPI.getDetailsByRecordId() in Salesforce
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' ); ....
Custom Detail in Salesforce Chat
The Custom Detail is displayed to agents in the footer widget and in the Chat Details page in the Salesforce Console while the chat is active. So, the Custom Details ....
How to find Chats that are transferred from the BOT to the agents and successfully handled in Salesforce?
Sample SOQL: SELECT COUNT( LiveChatTranscriptId ) FROM LiveChatTranscriptEvent WHERE Type = 'TransferredToButton' AND LiveChatTranscript.Status = 'Completed' AND CreatedDate = LAST_N_DAYS:7 Output:
Average Wait Time in Salesforce Omni-Channel Supervisor using Apex
Sample Code:Integer i = 0;Long total = 0;for ( LiveChatTranscript chat : [ SELECT Id, CreatedDate, RequestTime FROM LiveChatTranscript WHERE OwnerID = '00G5f000000aT2F' ] ){ i += 1; total ....
Salesforce Chat Blocked Status
Salesforce Chat Transcript Status will be set to Blocked when the Agent blocks the Visitor. Please check the following post for more additional information. Chat status will be set to ....
How to transfer chat to specific queue based on custom field value in Salesforce Chat with Bot?
Requirement:1. Route Chats from Gold Membership contacts to Gold Membership Queue agents.2. Route Chats from Silver Membership contacts to Silver Membership Queue agents.3. Route Chats from Partner Membership contacts to ....
How to invoke Embedded Service Chat on click of a button in Salesforce Force.com Site?
embedded_svc.liveAgentAPI.startChat() can be used to invoke Embedded Service Chat on click of a button in Salesforce. For custom website(not force.com site), check the following link. https://www.infallibletechie.com/2021/08/how-to-invoke-embedded-service-chat-on.html 1. Create a Visualforce ....
Disable Chat Transfer in Salesforce Lightning Omni-Channel
1. Create a Chat Agent configuration. 2. Disable Chat Transfer settings. Output:
How to create Case from Einstein BOT only when Chat is transferred to an agent and change the owner in Salesforce?
1. Create a Flow to create Case record. The flow will be called from the BOT when the Chat is transferred to the agent. 2.Create the following trigger on AgentWork ....