How to allow Agents to Decline Requests in Salesforce Omni-Channel?


Follow the below steps to allow Agents to Decline Requests in Salesforce Omni-Channel.

1. Go to Presence Decline Reasons in Salesforce Setup.


2. Add Presence Decline Reasons.


3. Go to the Agent's Presence Configuration and enable "Allow Agents to Decline Requests" and "Allow Agents to Choose a Decline Reason".


Video Reference:

How to allow agents to decline requ... x
How to allow agents to decline requests in Salesforce Omni Channel