Questions tagged [omnichannel]

Omni-Channel is the Service Cloud’s comprehensive customer service solution that pushes work to agents in real time, right from the Salesforce console

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19 views

How to Auto-Accept Chats while permitting Cases to be Declined in Omni

I'm trying to set up a means for allowing users to accept or decline an email-to-case while auto-assigning them live chats. The issue is that I can only seem to have one Presence Configuration ...
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18 views

How to assign a Work Item to Rep who is already at 100% capacity?

In our org, we have Omni-Channel configured for Email & Chat. Chat is configured as higher priority than Email. Both are configured with a capacity of 1 (meaning reps can only work on 1 case at ...
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28 views

DML operation Update not allowed on PresenceUserConfig

public static void changeChatCapacity() { PresenceUserConfig maxCapacity = [ SELECT Id, Capacity, OptionsIsDeclineEnabled FROM PresenceUserConfig WHERE ...
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16 views

Omni-Channel automatic message

Is it possible to add an automatic message in Chat in certain situations? For example something like 'sorry to keep you waiting, I'll be back shortly' when an Agent is not responding for x seconds? I ...
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7 views

Can we use Different Capacity Model under omni channel based in Record Type of case in salesforce?

The requirement is to implement a Tab-based model for one case record type and a Status-based model for another case record type. Is it possible to implement this in the salesforce omnichannel?
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19 views

PendingServiceRouting records reporting and queries

Looking for a way to report on our Skills Backlog so we can see most needed skill (for example: Skill X is on 20 unassigned work items in the backlog). Can report on PendingServiceRouting, but can ...
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15 views

Omnichannel prechat form that checks agent availability

I have an Omnichannel request to first check that an agent with a skill is available, and if so, initiate the chat, if not, present the user with an option to open a case or initiate a new chat with a ...
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14 views

query to count waiting in an OmniChannel queue DON'T WORKS

in the queue have five users waiting, but the query doesn't work, WHY?
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2answers
69 views

Cases re-assigned to queue after agent claims from Omni Channel and saves case

I set up Omni Channel in an org, and my users have been working with it for a couple of weeks. Major issue - every time an agent accepts a case, and save it, it gets reassigned back to the queue. Is ...
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14 views

Omni channel "End Chat" button throwing an exception

I am using salesforce embedded service chat and when a community user chats with an agent and when the agent clicks on the "End chat" button from Service console app, it is throwing this ...
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9 views

Change chat transfered from bot to lastname to firstname

When I click Transfer to Agent from the bot window I see chat transferred from example-Jana to LastName of the agent' but i want to see the first name only instead of the last name or inclusion of ...
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1answer
40 views

How to cancel a chat transfer that is queued?

We have an implementation that uses Omni Channel, Chat & a bot. Our Chat Button allows Queueing. In certain scenarios, the bot transfers the request to a Queue that allows queueing. When it does,...
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11 views

When a rep is done with a chat, when does the AgentWork item gets set to a Status of Closed?

I think it's when they close the tab in the Console, but I'm having a hard time finding documentation to confirm that.
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25 views

How to stop contact & case creation in chat using ExtraPrechatDetails & ExtraPrechatInfo?

I am not using a Prechat form would that automatically avoid case/contact creation while chat If not then what to do to avoid it using ExtraPreChatInfo & ExtraPreChatDetails.What is the meaning of ...
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11 views

Update a field when clicking on the end chat button

I need to update a field when clicking on the end chat button of a messaging session: Is there a way to do this?
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47 views

Cannot see conversation in omnichannel widget

I deployed all our org staff from a sandbox to another, but I am experiencing an issue with our Messaging conversation. In a nutshell, we can't see the chat conversation when it gets accepted and ...
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33 views

Adding new lookup to Omnichannel prechat: trying workarounds

I was asked to insert a prechat form, for the community omni-channel, and include 2 lookup fields for the Case created: contact of the user starting the chat. This Contact should be mapped to User....
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28 views

How to avoid routed case for specific user in salesforce?

I have requirement to routed case. Which is working fine. I have setup skill based routing case. I have assigned skill to relevant user so, they can pick the case from the routing channel to work on ...
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1answer
158 views

OmniChannel: Add to Agents Work When Manually Assigned a Case

I am having a challenge with a recent requirement from my support team. We implemented OmniChannel and AgentWork is being routed through a mix of Skills and Queues. Their new requirement is this: When ...
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28 views

Is there a way to assign `AgentWork` while `UserServicePresence` is in `isAway` state

AgentWork[] agentWork = new List<AgentWork>(); for (UserServicePresence usp : [ SELECT Id, ServicePresenceStatus.MasterLabel, UserId, IsAway FROM UserServicePresence WHERE ...
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99 views

Skill based routing from Einstein bot

We're trying to route bot conversations to skill-based queues (the key issue here is "bot"). Here's what we want to do: The visitor enters a dialog with an Einstein bot (no request type is ...
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1answer
256 views

Omni-Channel Supervisor Agent Data Visibility

I am trying to troubleshoot an issue we are having with data visibility in the Omni-Channel Supervisor tab. In our dev org we have set up an Omni-Channel Supervisor Configuration. This allows assigned ...
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19 views

Prevent Agent from ending chat session

Is there a way to prevent an agent from ending a chat session? Use Case: Agent is chatting with customer in Live Chat, and hits the end chat button. There are fields on the case object that the ...
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1answer
92 views

Test Class failing for PendingServiceRouting

Working on a test class for PendingServiceRouting to be used invocable methods for a custom apex class. Although while inserting the PendingServiceRouting I am getting Insert failed. First exception ...
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25 views

Sending an internal message to an agent through chat with Einstein Bot

I have an Einstein Bot running for customers, but in some cases when the Bot transfer the customer to an agent I would like to show some collected data to the agent. For example if Einstein bot ...
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65 views

Omni-channel supervisor see all queue in queues backlog

the supervisors of different offices see in the tab "queues backlog" of the Omni Supervisor all the queues of all the offices activated on Omni-channel. Is there a way to show only the ...
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27 views

Data transfer between Objects

I'm looking to find the best way (any way will do) to get the contact's first name and last name from the Contact object, onto the VoiceCall object. Reason being, in the compact layout for Omni ...
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20 views

Amazon Connect & Queues

I'm trying to create two different queues in Salesforce that allow a Contact Centre manager to be able to allocate the various staff who are online that day to one of the two queues (and swap around ...
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1answer
33 views

How to use Close chat phrases (by operator)?

In omni-channel, is it possible for operator to use some phrases to close the chat? e.g. "Close Chat Phrases". Thank you
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29 views

How to show username instead of Contact Name in LiveChat?

I'm implementing live chat in an external web page. The user is already logged in with an username, and I want LiveChat to use it for the greeting. But if I pass it either to the embedded_svc.settings....
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1answer
44 views

How can I enable my agents to see who else is on live chat and the size of the chat queue?

Our service team leaders use Omni Supervisor extensively. However, they're wondering if there's a way to provide some of the visibility to agents - specifically, the status of other agents and the ...
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31 views

How to Create AgentWork for External Routing in Omni channel?

As per my other question, i came to know that SalesForce doesn't allow creation of PendingServiceRouting object with routing type as ExternalRouting, however there is no other document stating any ...
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137 views

Omni Channel Lead Assignment Not Working For Some Users

I have setup Omni Channel for Lead Assignment in my sandbox. I have added multiple users to the queue that is associated with Omni Channel. All the users belong to the same Profile. However, when a ...
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54 views

Additional branding - Salesforce live chat when using app SDK (customising labels)

Within an embedded service deployment, it's possible to change certain text that appears in the live chat front-end button widget within the Salesforce UI as follows: These elements appear to update ...
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1answer
254 views

How to create PendingServiceRouting for External Routing using rest API

I am trying to create a PendingServiceRouting object for external routing using Postman, however it just gives me the following error: { "message": "field integrity exception&...
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15 views

Omnichannel: filter Cases depending on presence status selected

We need the ability that when an agent changes its presence status Omnichannel will offer the cases accordingly. For example: Cases can be Web or Phone. We'll have 2 different presence status: "...
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1answer
97 views

Change Lead status when assigned by Omni-Channel

I would like to have the Lead Status change to "Assessment" when the Lead is assigned to an agent via Omni-Channel. I've tried using Process Builder and tried creating a Flow but haven't ...
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38 views

How to update Omnichannel Status on Case tab closure

Is there a way to update Omnichannel Status when we close the case tab or AgentWork is closed? I could find out that getServicePresenceStatusId and setServicePresenceStatus methods are only accessible ...
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1answer
93 views

Omnichannel supervisor is only showing the agents when they are online

I want an ability in omnichannel supervisor to see all the agents irrespective of their presence status. Currently I see only in omnichannel supervisor when the agents are online. Is this desired ...
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70 views

Omnichannel routing: Is there a way to assign work items to a second queue when the first queue hits 100 % capacity?

New to Omnichannel. Have reviewed docs for initial config but have a couple of questions I can't seem to find a clear answer to. Would appreciate any veteran's guidance: Scenario: We have setup 2 ...
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59 views

Sum of total AgentWork Capacity differs from WorkLoad shown in Omni Supervisor

Omni-channel Supervisor shows a number in "Workload" column that differs from the total AgentWork Capacity for the same user. How is this Workload filed calculated? I guess it must consider ...
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22 views

How to query queues with an online or available agent?

I'm planning to route customers dynamically based on what they choose in the pre-chat form. the picklist values presented to the customers should depend on which queues are online or have at least one ...
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28 views

Direct-to-Agent Routing on Custom Object

I notice that you can do direct to agent routing on chats, but is it possible to use this same feature on Leads or custom objects? Or is this only available through chat? Or is my only solution ...
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1answer
313 views

Queue Cases Rerouting through Omni channel when Assigned to a User of Queue

I am having an issue where cases are rerouted through omni channel when assigned to queue member. example: I have 3 queues configured in omni, when a case is assigned to 4th queue it is dropping of ...
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23 views

Is it possible to add third-party integrations into the omnichannel

So, i was thinking about building a telegram integration into Salesforce, but i would like to use the same process that the current omnichannel does with chats where it allocates it to agents. Is it ...
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1answer
677 views

Omni Channel Queue Based Routing - Chat Button

I want to understand how the following scenario works with Chat Transcript and Omni Channel. I have a Routing Configuration, with multiple Queues - all related to the same Chat object. Which of the ...
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0answers
31 views

How to modify chat messages sent by agent

I'm trying to modify the agent's chat message (for real-time translation), but I'm having trouble updating the content. I'm following https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/...
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29 views

Prioritize PSR in Omni Channel Supervisor

Default behaviour of Omni Channel Supervisor is to sort PSR alphabetically. We have requirement to prioritize base on Type(Case,Web,Whatsapp) rather than alphabetical sort. Currently we have Queue-...
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1answer
719 views

Service Cloud - dealing with automatic/out-of-office replies for cases

We currently have cases auto-assigned to agents with queue-based routing, with customer replies to cases automatically reopening cases and putting them back in the original queue, so they get assigned ...
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135 views

Omnichannel: work item skill based routing set up

I am not an apex expert so I will need your help to get through this! We want to setup the omnichannel Skills-Based Routing and if I understood well, if I want to route work items (=cases) based on ...