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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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12 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
30 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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14 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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26 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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24 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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12 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
31 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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16 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
36 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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21 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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49 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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15 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
63 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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12 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
24 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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0answers
27 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
40 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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0answers
24 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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33 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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21 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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18 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
70 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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20 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
441 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
20 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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25 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
345 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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97 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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1answer
88 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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24 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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0answers
116 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
74 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
557 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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212 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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0answers
79 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
19 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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87 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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502 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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0answers
135 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
51 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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0answers
271 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
376 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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0answers
282 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
306 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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0answers
93 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
84 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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0answers
394 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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0answers
28 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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0answers
54 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
226 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?...