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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34 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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16 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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14 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
30 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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29 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 ...
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24 views

Custom Chat transfer using Apex

Here i am calling an apex method from lwc I want to transfer the chat to a particular skill so I am using the below the apex code to transfer the chat request but i am unable to update the AgentWork ...
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16 views

Custom Chat transfer component

Here i am calling an apex method from lwc I want to transfer the chat to a particular skill so I am using the below the apex code to transfer the chat request but i am unable to update the AgentWork ...
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24 views

How to change the status of the omni-channel chat agent to busy when the agent ends the chat or the user end the chat on the front end?

Is this possible to do ? I am attaching images below. I want the above status to change busy when the agent clicks on end chat (image below). Or when the user ends the chat on the front end by ...
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1answer
16 views

What is the maximum number of skills that can be craeted for Skill-Based Routing?

I cannot find it anywhere in Salesforce Help Docs. The only information, when it comes to limitations, is regarding searching for already created skills (from Create Skills for Skill-Based Routing): ...
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1answer
118 views

Browser notifications for omni channel chats in Lightning Experience

Is this possible using settings available in the UI or does this require a custom component to be created? I imagine many have this issue, whereby unless the service agent spends all their time in the ...
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59 views

Omni Supervisor - Change Queue button not visible for agent

Hi I am able to see the change button on omni supervisor for myself and when i logged in as agent i am not able to see that button. I have the Queue and Skills checked in supervisor actions in Omni ...
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61 views

Chat case assignment based on the previous case owner. Omnichannel

To increase the experience of our chat users we would like to redirect always the same consumer to the same service agent (in case it is available and with capacity), doing that the consumer can ...
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1answer
14 views

routing omnichannel message to our own custom-made chat plugin

I have integrated the web bot on a community page in Salesforce and configured the appropriate Einstein Bot using Dialog and Intent successfully. Now, in order to receive the message from a customer ...
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28 views

omni channel cases placed in queue after changing the owner

i have a logic in place when case owner is changed that case should drop off from Skills Backlog in omni channel supervisor which is working fine in trial but not in prod. Tried all possible ways but ...
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100 views

Omni Channel - Case is Not Routing to Queue

I have created only ONE QUEUE for Omni Channel - Even assigned myself to the Assigned queue users - Cases are not coming to the Queue when the Case Owner is changed from 'User A' to the Queue Tried ...
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50 views

Salesforce Omni Channel Queue Based Routing for Guest created cases

I am working on Service Cloud and while doing Omni-Channel Queue based routing testing I have encountered an issue. I have created a Community (Public) and allowing guests to create cases from the ...
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1answer
36 views

Insert AgentWork records on test context

I am currently trying to build a schedulable class that will perform several operations based on a scope of AgentWork records. However, on the creation of AgentWork records for the test class, I am ...
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76 views

Use advanced skill-based routing for chat

I am using chat with OmniChannel I have routing requirements that are much more than the queue-based routing So I am trying to implement skill-based routing On the basic skill-based routing if a ...
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1answer
106 views

Custom OmniChannel Routing using Apex

I have a requirement where we want to route customers by prioritising the owner or Sales Team of a matched contact/lead for Chat. As far as I can tell, I can't achieve this using standard Queue-based ...
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98 views

chat embedded_svc.settings.fallbackRouting not working

I am trying to implement a fallback routing mechanism for my chat implementation with skills routing. I am putting my chat snippet in a VisualForce page: <apex:page showheader="false" ...
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1answer
130 views

How do I add a terms and conditions checkbox to the pre-chat form for Salesforce Live Chat?

We have used the embed code from the embedded service deployment to successfully run Live Chat on our website. We also have been able to pre-populate the pre-chat form fields. However, we'd like to ...
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48 views

Skill-based routing for chat

We are trying to implement skill-based routing for a chat. We have only one type of skill - language. We have customers in multiple countries. They are always logged into our community. We would like ...
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1answer
31 views

Omni Channel Setting -MAX 3 Chats & 1 Case

I am trying to configure omnichannel so an agent can get a mix of chats & cases, but only a max of 3 chats & 1 case. Struggling to configure to stop at 1 case when no chats presenting & ...
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118 views

Routing Chats created in live chat omni-channel skill based routing

We are trying to implement Live Chat into our Salesforce environment using the sales use case rather than the service use case being the creation of leads. For this we have set up a pre-chat form in ...
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20 views

How can we route chats to the case owner

How can i route chats from community user to the case owner? Please suggest some approach. How can we route chats to the agent as we route Cases using Apex class and skill-based routing ? Can we ...
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41 views

Custom pre chat form that route chat to case owner

I want to create a pre chat form in which community user enter the case number and based on the entered case number i want to find the case details like property name,case owner and then i want to ...
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1answer
125 views

Amazon CTI and Omnichannel not updating

Usually, if you update the omnichannel status to say 'Break' it will update the Phone status to 'Break' and vice versa but this no longer works and no changes have happened. Does anyone have any ideas?...
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36 views

Route omni channel based on case origin

I am trying to configure Omnichannel in my Salesforce org. I need route cases based on origin field (Email, Web, Phone) to agents based on their presence status (Available-Email, Available-Web, ...
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1answer
32 views

Run automation on a record routed by omnichannel

As per this article, Salesforce doesn't run automation when a record is being routed via omnichannel. I also checked via debug logs - when omnichannel routes a record, no debug logs are spawned. We've ...
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39 views

Omnichannel Lightning how to transfer chat to correct queue based on prechat form details

I have Embedded chat on page where User can have question about 2 different problem types.Since we can have only button we thought of asking user in prechat form for what problem type they need ...
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1answer
87 views

Skill Based Routing - Assign a skill to a Public Group/Queue

Just started working with Omnichannel's Skill-based routing - the business asks if it's possible to assign a skill to a set of users via public group or queue. Example: I've got users Bob, Jane, Jim. ...
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88 views

How to add custom object fields in a pre chat form

I have to display fields from a custom object in a Pre-chat form. The pre chat form currently allows the fields from standard objects (Case, Lead, Contact). If we design a VF page to display the ...
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109 views

How to send auto greeting custom message in salesforce live chat for omni channel

Below is my custom code for live chat which is working good but I need to implement an auto greeting message to the customer which should include salutation last name. (EX. Hi MR Pal how may I help ...
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104 views

PendingServiceRouting related to SocialPost

I can't seem to create a PendingServiceRouting record related to a SocialPost via apex. I can create PendingServiceRouting records related to cases, we've been doing this for a while. When executing ...
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68 views

Embedded Service Deployment Offline Support

I created a Embedded Service Deployment and enabled chat on it. I am trying to configure Offline support to a specific record type but it looks like it is not respecting that specific record types ...
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1answer
93 views

Chat Agent Status Switching to Offline

We have recently implemented Chat Agent/OmniChannel Routing in our Community site. It works well so far, but we have found that the Agent Status is set to Offline if the Agent navigates to other ...
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1answer
36 views

how to create bulk cases in test class?

I have authored a batch apex and it runs in a specific period of time and checks how many cases are pending in the omnichannel queue. It sends an email when cases count is more than 1.5Lakhs. I am ...
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36 views

Omni Channel - Assigning Work to Queues

I'm working on setting up Omni Channel for my org. I have a pretty good sense of how Omni Channel routes "work items" to agents from queues. However, I'm struggling to grasp how "work items" are first ...
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17 views

Whats the difference between omni channel routing and normal routing in salesforce?

I am currently working on omni channel. I want to know the difference between normal routing in salesforce and omni channel routing. When can we use omni channel over normal routing in salesforce.
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25 views

OmniChannel Chat “Conversation” tab customization

Is it possible to customize the chat user experience in SF lightning? Use Case- Our support users are chatting with multiple customers at a single time. Right now each chat opens up as a separate tab/...
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157 views

Integrate external routing for omni channel (connected app vs. API)

We are building a managed package ISV app for a customer that wants to route Service cloud Cases based on its own algorithm (their backend). I am quite new to Service Cloud and OmniChannel but found ...
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172 views

Unit tests for MessagingSessions in Service Cloud

I'm struggling with writing apex unit tests for my new Messaging Channel. I just configured Facebook Messenger as new messaging channel for existing OmniChannel. When someone is starting conversation ...
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99 views

Skill Based Routing Multiple Skills

I'm trying to route a case based on multiple skills. The sample Apex code provided by Salesforce https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_define_apex_action_class....
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170 views

How to support Chat in multiple languages: one deployment multiple button ids?

Goal: We want to display the same chat deployment on all different language locales in a community page, and then dynamically set the chat deployment button id based on the language. Ideas: We know ...
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1answer
354 views

PendingServicerouting trigger

I have a requirement to route cases based on case creation date instead of when the case enters the queue. I am planning on creating a trigger on pendingservicerouting before insert to update ...
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1answer
495 views

Einstein Bot - Queuing enabled on button level but “Transfer to Agent” dialog is giving NO AGENT available message

My use case is: Omni Channel Queue based routing enabled. Presence Configuration capacity:1 Bot enabled and configured Snap-in deployment in use Chat Button level "Enable Queue" is checked and "...
2
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1answer
172 views

Trigger can created on UserServicePresence while Salesforce doc says it is not supported. Can we package the trigger as well?

Trigger on UserServicePresence object can be created after we enable omnichannel. Can we package this trigger? As target org can be having omnichannel settings disabled. Salesforce doc says trigger ...
4
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1answer
778 views

How to determine Omni-Channel Agent's current capacity in APEX?

I have a requirement to get the list of online agents with available capacity. I could get the online agent list by querying UserServicePresence, But I can't figure out how to get the current ...
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1answer
745 views

Anyway to clear the omni channel Queue based backlog?

I have off an on been working on implementing omni channel and at one point I thought I had it working in sandbox so I moved it over to production. It didn't work and I had to stop agents from using ...
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1answer
212 views

Omnichannel queue-based and normal queue routing

I want to use queue based routing in omnichannel but, there is also the standard queue assignement in salesforce, that most people have used until now. Can we do both at the same time ? Thanks a lot