If you are having agents working in both Salesforce Case and Messaging Session objects/entities and would like to manage separate Capacity, then Capacity Type Not Interruptible and Interruptible can be ....
To embed/include/insert User details in Slack Message from Salesforce, we have to use {!User.FieldAPIName}. Example: {!$Record.CaseNumber} is Closed by {!$User.FirstName} {!$User.LastName}. User Id is {!$User.Id}. Output: https://youtu.be/d2pC1mZ_Fsg
Conversation Catch-Up Agent Summaries for Salesforce Messaging for In-App and Web allows agents to catch up quickly when they receive Messaging Sessions from another Agent or BOT. To enable Agent ....
OmniSupervisorConfigUser is the object/entity where Salesforce Omni-Channel Supervisor Configurations Users assignments are stored. So, we have to query the OmniSupervisorConfigUser object/entity to fetch the Salesforce Omni-Channel Supervisor Configurations Users assignment. ....
AgentWorkSkill(Agent Work Skill) object/entity in Salesforce Omni-Channel represents skills used to route a work item to an agent. This object/entity is mainly used for reporting purpose. It contains the dropped ....
{!$Context.VariableName} should be used to display Context Variable in Salesforce Einstein BOT. 1. Extract the BOT. <?xml version="1.0" encoding="UTF-8" standalone="yes"?> <Package xmlns="http://soap.sforce.com/2006/04/metadata"> <types> <members>WhatsApp_Bot</members> <name>Bot</name> </types> <version>59.0</version> </Package> 2. Add ....
lightningsnapin/basePrechat can be used in Lightning Web Component LWC to validate customer input on the pre-chat before invoking the Chat in Salesforce Embedded Service Deployment. Sample Lightning Web Component: HTML: ....
Salesforce Einstein BOT No Agent Dialog for Messaging for In-App and Web feature will be invoked when the Outbound Omni-Channel flow couldn't transfer the Session from BOT since no agents ....
In the "Automated Responses" section of the Messaging Channel, use an Auto-Response Messaging Component with Web Page format for "End Conversation" to send a Survey link to the visitors when ....
Agents can quickly insert Salesforce Knowledge Articles content when on Active Chat using "Insert Article into Conversation" action. 1. Go to Object Manager. 2. Search and select the Knowledge object. ....