Salesforce Chat Queue Time
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 ....
Tag: Salesforce Service Cloud
How to find chats based on the Chat Button in Salesforce Report?
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.
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 ....
How to use Einstein Bot for WhatsApp Messages in Salesforce?
For setting up WhatsApp Channel with all the required configuration, use the following link https://www.infallibletechie.com/2021/03/how-to-route-whatsapp-messages-to.html 1. Go to Bot Overview and add the WhatsApp Channel in Connection. 2. Setup the ....
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 ....
Unable to Edit Messaging Channel in Salesforce Setup
1. Add "Messaging User" to the user's Permission Set License Assignments. 2. Check whether the user has "Configure Messaging" permission via profile or permission set.
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 ....