When an error or exception occurs, Bot immediately transfers the Messaging Session to an agent(Omni-Channel).Error Handler Dialog can be used to avoid this issue. Using Error Handler Dialog, we can ....
Einstein Bot can be used to handle incoming SMS Messages without an Agent. If the user need to connect with an Agent, we can transfer the session to an Agent ....
WhatsApp Messages can be handled and addressed via Salesforce using Digital Engagement Messaging feature. Messages will be routed to Omni-Channel and the agents can address the customer's concern. Note: 1. ....
We cannot update Messaging User Account and Messaging User Contact on the Messaging Session. They are read only and not writable. Only Case, Lead, and Opportunity are editable. If you ....
Note: 1. Digital Engagement license is required to use this feature. 2. SMS Channel should be setup in the org. Follow the below link for setting up. https://www.infallibletechie.com/2020/12/sms-channel-setup-in-digital-engagement.html Follow the ....
Note: 1. Digital Engagement license is required to use this feature. 2. SMS Channel should be completed before setting up the routing as per the below steps. To start handling ....
Exception: Can't assign permission set Messaging Setup Flow to user. The user license doesn't allow the permission: Messaging Agent Resolution: 1. Make sure the user is assigned to the Messaging ....
Note: You need Digital Engagement Messaging to try the below. To know more about it check - https://www.infallibletechie.com/2020/04/digital-engagement-messaging-in.html Agent-initiated outbound messaging is available only on the SMS text message channel. ....
1. Go to Channel-Object Linking under Setup. 2. Click "New Linking Rule". 3. Select a Channel. 4. Select the Object. 5. Set the Linking Logic.
It supports1. Queue-Based Routing2. Skills-Based Routing