The findOrCreate Salesforce Chat method begins the API call differently for Classic Live Agent Routing and Omni-Channel Routing. Please check the following for the difference: The findOrCreate Salesforce Chat method ....
If the agents are not seeing Chat Transfer to Chat Button, then make sure Chat Transfer To Chat Buttons Enabled is set to true on the Chat Agent Configuration. https://youtu.be/VnFe3qkY9ag
Salesforce Article Answers with Einstein Bot helps us avoid transferring Chats to agents when Knowledge articles can assist the customers. 1. As an admin make sure Knowledge User check box ....
1. Create a Report Type for Agent Work entity. 2. Create a Row Level Formula field in the Report using the below formula. (AgentWork.AcceptDateTime-AgentWork.CreatedDate)*24*60*60 Output: https://youtu.be/xsSkCRKelLc
Enable customer timeout on the Salesforce Chat button should be used to end the chats when the visitors are unresponsive. 1. Enable "Enable customer timeout". 2. Enter Customer Time-Out (seconds). 3. ....
embedded_svc.settings.displayHelpButton should be set to true to display the Salesforce Embedded Service Chat. embedded_svc.settings.displayHelpButton should be set to false to hide the Salesforce Embedded Service Chat. In the following sample code, if ....
Messaging for In-App and Web can be tested using GitHub. We have to create a new Repository and an index.md file in GitHub to test it. 1. Setup Messaging for ....
In this Blog Post, the Salesforce Messaging for In-App and Web is tested using a Visualforce page. 1. Go to Messaging Settings in Salesforce Setup. 2. Click New Channel. 3. ....
Chat Agent Configurations in Salesforce can be used to display different names for Chat Agents. 1. Update the Chat Agent Alias information. 2. Create a Chat Agent Configuration. 3. In ....
Salesforce Chats routed via Omni-Channel can be transferred to a Skill or to multiple Skills. Chat Transfer to Skills is available only for Omni-Routed work items for Classic and Chat. ....