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Chat and Omni Configuration both have Push Timeout set

Date de publication: May 6, 2026
Description
Push Time-Out is the amount of time given to an agent to respond to an assigned item (Chats or other records when using Omni-Channel) before it’s pushed to another agent. This can be set with Chat Routing Information* and with Omni-Channel Routing Configurations. If both are configured with a different a value (time in seconds) the time set for Chat takes precedence over Omni-Channel routing configuration.
Résolution

Scenario: 

If the Omni-Channel Push Time-Out is set to 60 seconds and Chat Push Time-Out is only 15 seconds, some agents are unable to accept chat requests.

This is working as expected. The Push Time-Out set on the Chat Button takes precedence.
You may set the Chat Push Time-Out to 60 seconds to give ample time for Agents to accept the chat request.

Note: The option 'Push Time-Out (seconds)' is only available when the selected Routing Type in the Chat Button is either Least Active or Most Available.

Numéro d’article de la base de connaissances

000382768

 
Chargement
Salesforce Help | Article