Optimize Agent Efficiency: Customizing Salesforce Messaging Transfer and Conference Lists

Efficiency is the heartbeat of a successful contact center. When service representatives are in the middle of a critical messaging session, every second counts. A cluttered interface filled with irrelevant transfer options can slow them down, leading to longer handle times and frustrated customers.

To help your service representatives quickly transfer or conference a session to the correct destination, it is essential to minimize long lists. As a Salesforce Administrator, you can decide whether to display all available profiles, queues, and flows, or only a select few that are relevant to your agents’ specific needs.

In this guide, we’ll walk you through how to customize these settings using Presence Configurations.

Prerequisites

Before you begin, ensure your environment is ready. Salesforce Administrators must enable Skills-Based Routing and Direct-to-Agent Routing in Omni-Channel Settings in the Setup. This ensures that a service rep can invite other representatives to join an active Messaging Session conversation.

Step-by-Step Guide

Follow these steps to configure the transfer destinations visible to your agents:

1. Navigate to Presence Configurations: In Setup, enter Presence Configurations in the Quick Find box and select Presence Configurations.
2. Select the Configuration to Edit: Locate the specific presence configuration that you’d like to customize (e.g., a configuration assigned to your Tier 1 Support team) and click Edit.
3. Locate Transfer Destinations: Scroll down to the Agent Settings section and find the Transfer Destinations node.
4. Choose Your Visibility Strategy: You have two main options for defining what your agents see:
   • Option A: Offer Everything – To offer all profiles, queues, or flows to your service reps, simply check the boxes for:
     • Select all profiles
     • Select all queues
     • Select all flows
   • Option B: Curate the List (Recommended) – To make only specific profiles, queues, and flows available, follow these sub-steps:
     1. Highlight the specific profile, queue, or flow in the Available box.
     2. Click Add to move it to the Selected box.
5. Save Your Changes: Once you have curated the list to fit your agents’ workflow, click Save. Your service representatives will now see a streamlined list of transfer destinations, tailored specifically to their role.

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Recommendations and Best Practices

• Avoid “Select All” Where Possible: While the Select all options are convenient, they often create a “paradox of choice” for agents. It is almost always better to curate the list (Option B) to show only the 5-10 most relevant queues or agent profiles. This reduces cognitive load and transfer errors.
• Use Descriptive Configuration Names: When creating Presence Configurations, avoid generic names. Instead of “Configuration 1,” use names like “Tier 1 Support – Chat” or “Billing Specialists.” This makes it easier to audit which transfer destinations are assigned to which group of users later.
• Regularly Audit Your Queues: If you delete a Queue or deactivate a Flow in Salesforce, remember to check your Presence Configurations. Removing obsolete entries prevents agents from attempting to transfer chats to dead ends.
• Test in Sandbox: Before applying these changes to a live production profile, always test the transfer list in a Sandbox environment to ensure the visibility logic behaves as expected for the end-user.

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Salesforce Article:

https://help.salesforce.com/s/articleView?id=service.messaging_agent_transfer_destinations.htm&type=5