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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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1 answer
25 views

Cant see the sms omnichannel messages in the chatbot

I am trying to implement digital engagement using sms omnichannel in my org and the configuration part is complete. Set up omnichannel with the routing configuration,queue setup. On sending sms I am ...
Virgo27's user avatar
  • 19
0 votes
1 answer
53 views

Errors "Not available for deploy for this organization" and "Invalid type: AgentWork" when try to create a unlocked package

I've recently started working with Salesforce. I've made an omni-channel application and would like to create an Unlocked package that would deploy my classes, lwc components, and omni configuration. ...
Daeron's user avatar
  • 1
0 votes
0 answers
35 views

Cases with no skill set getting assigned to agent

We are working on a omnichannel requirement and assigning the skill to cases via custom invocable class. However in some of the scenarios cases which are not matching with any skill are getting ...
Marvel's user avatar
  • 17
2 votes
0 answers
24 views

Three-person chat

Is it possible to operate a three-way chat in Salesforce? We offer intermediary services between customers - they do not have user accounts Sometimes customers need to communicate with each other in ...
Salawa's user avatar
  • 23
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0 answers
23 views

Can I take the Omni-Channel current Status from a User to use on Another object?

Is there a way to reach the current Omni-Channel Status from Users so I can use in another object? Thanks in advance, Best regards, André Rödel.
André Rödel's user avatar
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0 answers
28 views

How can I get the Capacity Weight of a record?

In Omni-Channel, I'm setting a flow to assign a pending record to an available agent which still has interruptible capacity. Currently, I calculated the available capacity of that agent. I need to ...
Tuấn Trần quốc's user avatar
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0 answers
14 views

Route Work Action - Clear agents Omni backlog

We are currently using the Omniflow to Route work to Agents, In some usecase we route the work to the dedicated agents using a high priority routing Config even when they are not Logged in Omni/ ...
user4912134's user avatar
0 votes
0 answers
39 views

How to calculate primary and interruptible capacity of an agent in Omni

How can I retrieve or calculate the primary and interruptible capacity percentages of an agent in Omni:
Tuấn Trần quốc's user avatar
1 vote
1 answer
213 views

How to trigger Omni-channel skills-based routing from a flow?

I have a record triggered flow that uses a "Route Work" action: When I try to use this flow (both with Debug and for real), I get this error message: The routing configuration uses Skills-...
Sander de Jong's user avatar
0 votes
1 answer
114 views

Omni-Channel flow: how to specify a routing configuration?

I am building a Flow that uses a Route Work element. I want to use "Run Skills-Based Routing Rules" and for that you must specify a Routing Configuration. Two options are available for that: ...
Sander de Jong's user avatar
1 vote
0 answers
151 views

Assigning Presence statuses by logic inside Omni-Channel flow

So... I have a preference so that I can route cases to agents based on public group membership, and this group membership would assign agents the correct Presence status based on what public group ...
akarnid's user avatar
  • 1,842
0 votes
0 answers
565 views

Service console/Omni-channel: Unable to log you in to this app using presence status

We have enabled the service console and Omni-channel in a sandbox and configured several statusses (Online, Offline, On a break). On the first day, everything went smoothly. Everyone saw the available ...
Sander de Jong's user avatar
0 votes
0 answers
59 views

Does omni-channel support Lead/Case assignment even if agents are offline or not logged into Salesforce

Not really sure if I missed it, but wanted to know if work item assignment possible even if agents are offline/not logged in to Salesforce. Checked this but not clear if that is feasible - What does ...
Shrivaths Kulkarni's user avatar
1 vote
2 answers
298 views

Omnichannel is stuck in busy status

I recently created an Einstein bot, I am using OmniChannel to route it. when I set my Status to 'Online', it shows online but on the bottom it still says busy and it does not route the chat correctly. ...
user130667's user avatar
0 votes
0 answers
88 views

Skill-Based Routing Backlog Showing Wrong Skills

This is what my skills backlog summary looks like: But each of the records should only show one skill each, as it is based on a picklist field. This is what my skill map looks like: I'm sure I have ...
Rebecca Green's user avatar
0 votes
0 answers
452 views

OmniFlow - Preferred Agent - Fallback queue

In our environment we have a combination of skills based and queue based routing, we are now introducing Preferred agent to work in conjuction with the queue based routing. However, we have an issue ...
OCDan's user avatar
  • 111
0 votes
1 answer
52 views

Has anyone tried to package omnichannel as part of an unlocked package?

I am deploying an Einstein Bot that uses omnichannel for routing. I am having a hard time deploying a LiveChatButton using omnichannel routing b.c it does not add the routing type in the metadata file....
user130667's user avatar
0 votes
0 answers
174 views

Apex Rest API POST multipart/form-data get no file parts in upload

I used Apex REST API to send data to OCI to update availability, but receive 400-Bad Request with response data: { "errorCode" : "Unknown", "message" : "No file ...
VHTT's user avatar
  • 1
1 vote
1 answer
267 views

Omni channel - Chat Agent is online but the chat button on the community still shown offline

We recently implemented omni channel setup in sandbox org however the visualforce button always remain inactive even when the agent set themselves as online. We replicated the same setup in personal ...
Sara's user avatar
  • 1,175
0 votes
1 answer
107 views

Validation Rule on Pre-Chat Intake form

I'm seeking a way to implement validation for the "Phone" field within the standard Pre-Chat form. While I've successfully added a 10-digit validation rule to the "Phone" field on ...
Dave's user avatar
  • 1
1 vote
0 answers
363 views

Delete or Update AgentWork record

We have implemented Omni Channel in our Salesforce system. Our implementation is complex, incorporating skill-based routing, and we create PSR records using flows and Apex. When a Case record is ...
salesforce Developer's user avatar
0 votes
0 answers
273 views

Messaging Sessions chats being ended by agent suddenly in salesforce, but the agent is doing nothing. What it can be?

In my org, the einstein bot transfer the customer to an agent, and then they talk, so the specialist can solve the customer issues. But, sometimes, the chat is being ended suddenly, and, the messaging ...
Pedro Paiva's user avatar
0 votes
1 answer
439 views

Messaging Session object is not visible in Service Channel [Omni-Channel]

I am configuring Omni-Channel for messages (Whatsapp), I have connected my meta Account and whatsapp is connected and active, means if I send a message on the linked number, a messaging session record ...
Dharmin's user avatar
0 votes
1 answer
302 views

Unable to deploy experience cloud bundle with omniscript language settings

I get the following error when trying to deploy an experience cloud bundle via the metadata api to an org that has omnichannel components. We couldn't validate componentAttributes in .../views/theView....
Rob D's user avatar
  • 56
0 votes
2 answers
221 views

Omni Channel Flow Error: The queue isn’t valid for this object type

My flow is using an action called "Check Availability for Routing" to retrieve information about 3 queues like this: I configured each of the action elements selecting the Queue, and then ...
Emmanuel_M's user avatar
0 votes
0 answers
39 views

Measure the amount of time an agent has their omni empty. How long is someone waiting for work?

We currently measure the productivity with the average handle time of a case to the amount of active time (irrelevant to whether there is a que of cases or not) This means that if thw agent does not ...
OMeyer's user avatar
  • 1
-1 votes
1 answer
729 views

Is there a way to automatically make "Available" in Omni Channel when the user (agent) signs into Salesforce?

Ironically, Salesforce asks if you want to log into Omni-Channel when I log into my app. However, when I click the Utility Bar, it still shows offline and sometimes says "Log in to Omni Channel ...
Edwin Schaeffer's user avatar
0 votes
1 answer
354 views

What does Omni Channel do with work items when all agents are offline?

This seems like a very basic question but I cannot find a direct answer anywhere. Omni channel will route new work items (cases, calls, chats, etc) to agents that are online. But what happens to the ...
denvergreene's user avatar
  • 1,198
0 votes
0 answers
230 views

Can secondary routing priority model and status based capacity model work at the same time for Case routing via Omnichannel?

So currently I have setup a Queue based routing of Email-to-Case along with using Omnichannel feature. Agents(Queue members) are automatically assigned the case. Each agent is assigned 1 Case at a ...
Aishwarya's user avatar
0 votes
1 answer
722 views

Set Routing Type Queue on Enhanced Eintein Bot

I'm trying to set routing type to an queue on Eintein bot, but it is not even leting me select the route type "queue". I don't know if this have anything to do, but I'm using the enhanced ...
Pedro Paiva's user avatar
0 votes
0 answers
171 views

UserServicePresence Object : Not able to access UserId field in formula?

REQUIREMENTS : I need to create a field on UserServicePresence object, to check if the current user is the user referenced in UserServicePresence records. I need this field to be used in reports, to ...
Jul0s's user avatar
  • 11
0 votes
0 answers
247 views

OMNI-CHANNEL Queue-Based Routing using APEX

I have developed an Apex class with the intention of transferring customer live chat transcripts to a live agent during chat sessions. However, during the implementation process, I have encountered ...
Gkent Peralta's user avatar
0 votes
1 answer
217 views

Is it possible for a supervisor to transfer a chat from one agent to a different one using Omni-Channel?

The use case is, there are two users logged in, Jane and Joe. Joe steps away from his desk and forgets to log out of chat. Omni-Channel routes the chat to Joe and it is auto accepted. Is it possible ...
Travis's user avatar
  • 352
0 votes
1 answer
184 views

Prepopulate hidden fields on Offline Support form on Live Chat

Hello I'm developing a Live Chat using the Service Setup "Chat with Customers" wizard. I'm using extraPrechatInfo to hardcode the country of the page I'm embedding the chat button into so ...
banjug's user avatar
  • 29
0 votes
0 answers
159 views

Omnichannel - prevent work to be routed back to queue when there is only one agent online

We have a 30 second push timeout implemented for the omnichannel so that the work would go round robin, the problem is when there is only one agent online and the 30 second is over the work is routed ...
Leo A's user avatar
  • 11
0 votes
0 answers
115 views

Enable Auto-acceptance to Cases but not for Chats in Omnichannel

We are trying to enable auto-acceptance of workitems to a group of service resources, but with the restriction that Chat cases should not be auto-accepted. Current implementation : Auto-Acceptance of ...
Riya Josh's user avatar
0 votes
1 answer
338 views

Test class for Agent Work not working

I have an apex class where I am trying to query for the Agent work to calculate the agents available Capacity. The Apex Class is like below public class GetAgentOmniCurrentCapacity { @...
user4912134's user avatar
0 votes
1 answer
299 views

How to get the remaining available capacity of an agent in Omni

How to determine the remaining available Agent Capacity in Oni Channel via Apex Class. I have an agent who is assigned with the Presence Configuration where he can handle Maximum Capacity of 3, and he ...
user4912134's user avatar
-1 votes
1 answer
173 views

Can an Omni Channel agent login and accept cases from the mobile app?

I have a requirement for a skills-based routing App to exist entirely in a Mobile Experience. Since the Utility Bar works in Desktop only is there a way for a live agent to login and chat with a ...
Edwin Schaeffer's user avatar
1 vote
1 answer
1k views

Can't Save Omni-Channel flow due to conflicting errors. An error is thrown if recordId is included, and if it is not included

I'm trying to update a case record coming in from email-to-case via an omni-channel flow. This is so I can set fields on the case, dependant on what email was used to generate the case (as there are ...
BiscuitBulldozer's user avatar
0 votes
0 answers
705 views

'Assign Agents' action in Omni Supervisor isn't showing agents

I'm running into an issue with Omni-Channel supervisor settings. I'm trying to set what agents are to be shown when moving assigning them to queues within Omni Supervisor. I created a public group ...
Brendan O'Grady's user avatar
0 votes
1 answer
460 views

Prioritize Chats over "Assigned", but not "Opened" Cases in Omni-Channel

I am using Salesforce Omni-channel. I am using it for Cases and Chat. When I set my status to "Available - Chat", the expectation is that I can receive Cases and Chats. Right now, as soon as ...
Matthew Metros's user avatar
0 votes
1 answer
429 views

How to use omnichannel to route cases from existing queue

I've a queue in my org which has a bunch of cases. I'd like to distribute the cases automatically to the members using omnichannel. Is that possible or do I need to use a new queue?
vv99's user avatar
  • 21
0 votes
1 answer
316 views

How to release Agent capacity for real-time Work Item w/o the agent having to close the tab

E.g., release the capacity on the Chat end while the tab stays active?
Al Cher's user avatar
  • 259
1 vote
0 answers
2k views

The referenced fallback queue must be an Omni-Channel queue Error

Can anyone tell what is the meaning of this error? "The referenced fallback queue must be an Omni-Channel queue This Route Work invocable action did not create a valid Pending Service Routing.&...
Mark Enriquez's user avatar
2 votes
1 answer
288 views

Omni Routing Queue Threshold Alert

We use Omni Routing for our live chat and one of the features in there is the Omni Supervisor which shows some metrics on queues such as wait times. There is a request where leadership in the call ...
SBB's user avatar
  • 173
0 votes
1 answer
1k views

After the messaging session is routed to an agent, the status remains as "Waiting"

I created a queue for routing the messaging sessions, but when the session is directed to an agent the status remains as "Waiting" making it impossible for the agent to view and interact ...
Igor Meireles's user avatar
0 votes
1 answer
221 views

How can we change the details which are shown when mouseover on incoming chat request?

In Omni-Channel, we want to change the details for the incoming chat request. We want to show the Contact details, Location, etc. instead of what is shown right now.
Muskan Agarwal's user avatar
1 vote
0 answers
1k views

Route Work action on the Omni Flow is throwing the error

I am trying to explore the Route Work action on the OmniFlow, the omniflow is triggered from an record triggered flow like below It checks if the agent available using the Check Availability for ...
user4912134's user avatar
0 votes
1 answer
2k views

Find the agents available capacity in Omni Flow

Is there a way to find the Agents current capacity before assigning a case to them. I tried using the Check Availability for Routing action in the OmniFlow It returns the following values But I am ...
user4912134's user avatar

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