How to use different names for agents in Salesforce Chat?
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 ....
Tag: Salesforce Service Cloud
Salesforce Chat Transfer to Skills
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. ....
How to find pre-chat info that was passed when the Chat was initiated in Salesforce?
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 ....
How to route chats to a different team if the current team is full of capacity in Salesforce?
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 ....
How to update the Case Owner to Chat agent when the Chat is accepted using Record-Triggered Flow in Salesforce?
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 ....
How to update the Case Owner to Chat agent when the Chat is accepted using Trigger in Salesforce?
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 ....
How to fetch all Embedded Service Deployments using Apache ANT tool from Salesforce?
Use EmbeddedServiceConfig to fetch all Embedded Service Deployments using Apache ANT tool from Salesforce. Sample Package.xml: <?xml version="1.0" encoding="UTF-8"?> <Package xmlns="http://soap.sforce.com/2006/04/metadata"> <types> <members>*</members> <name>EmbeddedServiceConfig</name> </types> ....
Assigned Work in Salesforce Omni-Supervisor does not capture or display any information
"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 ....
Idle Connection Warning Duration and Idle Connection Timeout Duration in Salesforce Chat
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
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. ....