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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How to reference fields from work item in Agent Work report

We are using Omni-Channel to route a custom object "Application" to users for review and we are using the "Agent Work" report type to track the work. There is a "Work Item: ...
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Omni Flow not storing Skill Requirements Collection Variable

I'm trying to use Skill-Based Routing to route Chats in my Org. It seems my options to do this are to 1) use a Visualforce Pre chat form page that stores Chat Transcript record information that then ...
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How to Configure a Service Agent to Work on both Chat and Cases in OMNI Channel

I was wondering how one can configure Salesforce to allow a Service Agent to work on both Cases and Chats via omni channel. Also, cases are currently routed through skills, whereas chats are routed ...
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Can I use an omnichannel flow to pass SCV w/ Amazon Connect calls by person account ownership to record?

I am currently integrating Service Cloud Voice w/ Amazon Connect and ideally, I'd like to use an omnichannel flow to pass calls by record ownership. However, my org uses persons accounts, as its use ...
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Omni Channel Skill base routing: Send data from prechat form LWC to chat script code

Omni Channel Skill base routing: Goal: For Skill base routing I am taking input from Site Visitor and passing value to chat transcript record. Actual: I have created a LWC component for use as a ...
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FIELD_INTEGRITY_EXCEPTION: Can't create PendingServiceRouting object because the status of the work item is completed.: WorkItem ID

I am not able to figure out what condition handles this error. A flow that creates PSR records, and input workItemId is newly created Swarm Member record Id (just before this create record node) and ...
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omni channel 3 cases belongs to one client need to route same agent

omni channel 3 cases belongs to one client need to route same agent. if 3 case create for Same Client. these 3 cases need to route to same agent. Example: Client1 Case 1 Case 2 Case 3 Client2 Case 4 ...
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How to set different weights for Cases -- Omni channel routing

Current the capacity of cases is set to be 1.But I have a field on Case object which contains the Case weight(2,4,6,8).Is it possible to get the weight from the case an assign it to a user. eg Case A-...
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Is there a way to store the messages sent by Live Agent in Service Cloud before being sent to the visitor?

I have an integrator to check the sentiment of the messages being sent by the agent before they are sent to anyone requesting help. Is there a way I can store or collect this info from somewhere ...
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Omnichannel leaving behind AgentWork when Skill changes

My agents recieve cases via Omnichannel using Apex to apply the correct skill for the case (The criteria is very complex). They triage the cases using the following steps: Region of case may change ...
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what is the metadata xml tag for Service Presence Statuses Access in salesforce?

I could not get this tag anywhere ? Any idea? I see this link https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_presenceuserconfig.htm but i am trying to map those staus ...
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How to block bad/sensitive photos sent by customers through messaging / chat in salesforce [closed]

Tried using Sensitive Data Rules but did not work. https://help.salesforce.com/s/articleView?id=sf.messaging_block_sensitive_data.htm&type=5
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User cannot see "Available" as an option in Salesforce chat omni channel

when a user logs into salesforce chat and trying to make him available for live chat, "Available" is not an option for them. They have all the required access like they are service cloud ...
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Is Automatically Re-Routing Possible on Omni-Channel for Leads?

Any Lead records that are still in the "Queue A" and have been there for 1 hour should move to the "Queue B". I know this is possible by Apex/Flow automation. But is there any way ...
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Omnichannel Flow - Routing to Agent Error

I've created an omnichannel flow (Chats routed to agent and queues). The scenario was getting the end user number from the Messaging session and checking for cases associated to that end user number. ...
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Custom Object Approval Process Omni-Channel Routing Configuration

I have a Custom Object + Approval Process assigned to a Queue- that I would like to be assigned as a Work-Item via Omni-Channel router. I have configured the necessary configurations (I think), ...
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Chat stuck at automated process user

One of the user in my team, He started a chat but there was no case created for the chat. I think it is due to chat stuck at automated process user. I am looking how to find which chats are stuck ...
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Secondary Routing Priority favors Web-to-Case over Email-to-Case?

We have "secondary routing priority" activated. We set a priority status on a case record to either "low" or "high". When we have the same priority on a web and email ...
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Push timeout in Routing configuration / any alternate to hold work item with agent until presence status of that agent is back to available

Background : Using Skill based routing. When agent is OFFLINE on Omni Channel, new tickets will be reallocated directly if another agent is available. Issue: Unfortunately, if you have a drop of ...
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Is there a way where I make a Salesforce report on users/agents logged into Omni-Channel (WhatsApp)?

I am new to Omni-Channel. I am looking to create a report on the following fields for each agents to get logged in details for yesterday into Salesforce. Name Logged in time and date Logged out time ...
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Omni-Channel : Taking ownership of cases manually doesn't remove the PSR record and get routed to other agent

We have set up Omni-channel with the status-based capacity model. In certain cases, the manager/supervisor needs to manually assign the case to the agent (ex. case sitting too long in the queue and ...
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Omni-Channel is reassigning cases already assigned to an agent

I have 2 queues from case object configured into OmniChannel. The behaviour I espect: When a user, logged into Omnichannel, accepts a case, this case is assigned to this agent and don't come back to ...
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Making a phone call when Omni-Channel Lead is accepted

I'm trying to make the call center (softphone) console utility item be triggered with a phone to call when a lead is accepted via Omni-channel. Basically I'd like to use this method to somehow trigger ...
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Will Skills-Based-Routing route by createdDate automatically when all other factors are equal?

I'm curious how Omnichannel Skills-Based-Routing will route cases by default. I'm receiving reports that older cases are stuck while newer cases are getting routed and people are wondering why the ...
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Omni-Channel External Routing: Work not being assigned to available Agent

I'm looking for some advice regarding the setup of Omni-Channel External Routing. While at the project I am currently on we have a Skills-Based Routing process in place we'd like to explore the ...
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omni channel skill routing: 2 implementations?

Is it my impression or there are 2 implementations of skill routing? #1 - setup > Service > chat > skills then choose routing model: omni-channel > Routing Configurations #2 - create ...
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SFDX Scratch Org Creation - queueRoutingConfigs - Not Available for Deployment to your organisation

I'm attempting to create scratch orgs via GitLab pipeline which includes LiveAgent, Omni-channel and skills. Looking at the Metadata Coverage report I can see that queueRoutingConfig is supported. And ...
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running apex sample code making use of input from a java connector

I am talking about the emp connector here created for listening to a pushtopic. After getting the needed data from the pushtopic, I am supposed to create a record of a class using the apex sample code ...
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no event sent from listening to a pushtopic for PendingServiceRouting

I am following the guide here to set up external routing. The emp connector appears to succeed in listening to the push topic created by producing the output "Subscribed: Subscription [/topic/...
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Manipulating Omni Channel Objects in Visualforce Page without involving the streaming API

My company aims at providing external routing for our customers. There is a guide describing how this can be done. It involves running a connector written in Java connecting to the Streaming API ...
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Manually assign cases - omni channel supervisor not updated

I am having a challenge with a recent requirement from my support team. We implemented OmniChannel and AgentWork is being routed through Queues. Their new requirement is this: When a Case is manually ...
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Problems with WhatsApp MessagingSessions

I'm trying to test some custom routing with omni-channel flows and due to some small mistake it looks like I somehow bricked my phone number from receiving any messages in SF. I can see the new ...
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Is there a standard or pre-built inventory management for products in B2B commerce?

I have set up a store and integrated a checkout flow. But there doesn't seem to be a standard quantity field on the product or any available inventory object to calculate the product quantity. Am I ...
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Is it possible to get Salesforce Chat (Live Agent) QueuePosition into a ChatBot (or through Apex)?

I've been asked to see if Queue Position is attainable to be stated in a ChatBot. Since we can invoke Apex, the question kind of boils down to, "Can I get QueuePosition through Apex?" ...
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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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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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DML operation Update not allowed on PresenceUserConfig

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