In Salesforce, Agents can click the Transfer icon to transfer the Chat. Check the following screenshot for reference. Agent Screen: Visitor Screen: Disable Chat Transfer in Salesforce Lightning Omni-Channel: https://www.infallibletechie.com/2021/12/disable-chat-transfer-in-salesforce.html
"Enable Queue" in the Chat Button can be used to queue incoming Chats when all agents are busy(Agents are at full capacity assisting other customers). We can define Queue Size Per ....
In the BOT, use End Chat Rule.Output:
lightningsnapin/basePrechat can be used in Lightning Web Component LWC to validate customer input on the pre-chat before invoking the Chat in Salesforce Embedded Service Deployment. Sample Lightning Web Component: HTML: ....
1. Create a custom field in Case object to get the values from Pre-Chat. 2. Create a custom field in Chat Transcript object to store the values from Pre-Chat. 3. ....
Report on Agent Work object/entity can be used to calculate Agent total spent time on Chat in Salesforce. 1. Create a Report Type on Agent Work entity. 2. Create a ....
Sample Code: Aura Component: <aura:component implements="lightningsnapin:prechatUI"> <lightningsnapin:prechatAPI aura:id="prechatAPI"/> <aura:handler name="init" value="{!this}" action="{!c.onInit}" /> <aura:attribute name="startBool" type="Boolean" default="false"/> <aura:attribute name="errorBool" type="Boolean" default="false"/> <aura:attribute name="firstName" type="Boolean" default="false"/> ....
Sample Code: <aura:component implements="lightningsnapin:prechatUI" controller="PreChatController"> If you are using Site, then do the below steps. 1. Go to the Site. 2. Click Public Access Settings. 3. Add the Apex Class to the Apex Class ....
1. Create a Chat Agent Configuration. 2. Enable "Visitor Blocking Enabled". 3. Add Agents or their profiles to it. 4. Now agents can view Block icon. Block Unwanted Chat customers:https://help.salesforce.com/articleView?id=sf.live_agent_block_IPs_enduser.htm&type=5 ....
Use Push Time-Out (seconds) to assign the Chat to other available agents when the agent is not accepting the Chats in Salesforce. Push Time-Out is the amount of time given ....