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• Share Knowledge Articles content in Active Salesforce Messaging Session
  Service Agents or Representatives can quickly insert Salesforce Knowledge Articles content when on Active Messaging Session using “Insert Article into Conversation” action. 1. Go to Object Manager. 2. Search and select the Knowledge object. 3. Select “Communication Channel Mappings”. 4. Click the New Button. 5. In the “Select Communication… Read more: Share Knowledge Articles content in Active Salesforce Messaging Session
• Salesforce Einstein BOT Context Variable “LiveChatTranscript.Id” null
  Salesforce Einstein BOT Context Variable “LiveChatTranscript.Id” will be null if the Routing Type is not either ‘Omni-Channel’ or ‘Button Skills’. So, the RoutingId will be null if you choose Choice, Least Active and Most Available as the Routing Type. When the routing type is not ‘Omni-Channel’ or ‘Button Skills’… Read more: Salesforce Einstein BOT Context Variable “LiveChatTranscript.Id” null
• Options to Chat with Real Agent or Salesforce Agentforce
  In the Omni-Channel Flow, we can decide whether the Salesforce Messaging Session records should be routed to the human Agent or Agentforce Agent. In order to do the decision in the Omni-Channel Flow, we can pass hidden pre-chat field value. In this Blog Post, I have used 1. embeddedservice_bootstrap.settings.hideChatButtonOnLoad… Read more: Options to Chat with Real Agent or Salesforce Agentforce
• Transfer from Salesforce Agentforce to real Agents
  We can transfer the Salesforce Agentforce Messaging Sessions to the real human agents to assist further if the Agentforce agent is unable to help on the customer requests. Please check the following steps for reference. 1. Go to Agents in Salesforce Setup. 2. Select the Agentforce Agent. 3. Click… Read more: Transfer from Salesforce Agentforce to real Agents
• Hide Chat Icon and launch Messaging on Button Click in Salesforce Messaging for In-App and Web in Experience Cloud Site
  embeddedservice_bootstrap.settings.hideChatButtonOnLoad = true; can be used to hide the Salesforce Messaging for In-App and Web chat icon when the Page loads. embeddedservice_bootstrap.utilAPI.launchChat() can be used to launch the Salesforce Messaging for In-App and Web Chat Widget. To hide and show in your external or third party website, then use… Read more: Hide Chat Icon and launch Messaging on Button Click in Salesforce Messaging for In-App and Web in Experience Cloud Site
• Salesforce Flow Scheduled Paths getting rescheduled
  In Salesforce, the Flow Scheduled Paths will get rescheduled due to the following reasons: 1. Number of scheduled flows limit is exceeded. 2. The Scheduled Path execution failed due to some failures or errors or exceptions. Go to “Paused And Failed Flow Interviews” in Salesforce Setup to find the… Read more: Salesforce Flow Scheduled Paths getting rescheduled
• Send Email To Case using Salesforce Apex
  EmailMessages.getFormattedThreadingToken() returns the email threading token that is formatted with the correct prefix and suffix which is used in the Salesforce Email-To-Case threading. The returned token can be added to the Email Subject or Body so that when the users respond back, it will link the Email Message to… Read more: Send Email To Case using Salesforce Apex

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