1. Create a Report Type for Agent Work entity. 2. Create a Row Level Formula field in the Report using the below formula. (AgentWork.AcceptDateTime-AgentWork.CreatedDate)*24*60*60 Output: https://youtu.be/xsSkCRKelLc
Enable customer timeout on the Salesforce Chat button should be used to end the chats when the visitors are unresponsive. 1. Enable "Enable customer timeout". 2. Enter Customer Time-Out (seconds). 3. ....
embedded_svc.settings.displayHelpButton should be set to true to display the Salesforce Embedded Service Chat. embedded_svc.settings.displayHelpButton should be set to false to hide the Salesforce Embedded Service Chat. In the following sample code, if ....
Messaging for In-App and Web can be tested using GitHub. We have to create a new Repository and an index.md file in GitHub to test it. 1. Setup Messaging for ....
Chat Agent Configurations in Salesforce can be used to display different names for Chat Agents. 1. Update the Chat Agent Alias information. 2. Create a Chat Agent Configuration. 3. In ....
Salesforce Chats routed via Omni-Channel can be transferred to a Skill or to multiple Skills. Chat Transfer to Skills is available only for Omni-Routed work items for Classic and Chat. ....
Salesforce Pre-Chat info will be stored in ConversationContextEntry entity when the chat is initiated. So, we can query the ConversationContextEntry entity. To initiate Salesforce Chat via REST API, please check the ....
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 ....