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I have a requirement where I need to change the status of the agent automatically when he accepts the work item in omni channel.

As far as I understand we cannot do it in a standard way and we need to customize.

  • It is standard functionality. Are you using snapin chat component? Or you can use button deployment code from chat deployment. – Dhanik Lal Sahni Jan 29 at 14:11
  • For live agent it is working. But I am implementing skill based routing in omni channel and we are routing the cases created from Web-to-case and emai-to-case. For these cases,when agent accepts a work item i need to change the status automatically – Sudheer Jan 29 at 15:39

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