Loading

Chat routed to Agent via Omni routing does not appear in Agent's Omni widget to accept

Udgivelsesdato: Oct 13, 2022
Beskrivelse
You may notice that an Agent looks to have a chat routed to them via the Omni Supervisor page, but the Agent is not able to accept the chat. The Agent does not see the Chat appear in their widget to accept it. 

This only applies to Omni routed chat (Omni is the Routing Type chosen on the Chat Button in Setup) and when Automatically Accept Chats is not checked on their Presence Configuration. 

If you make this a Chat routed chat (Chat Button has Choice, Least Active or Most Available selected), then the chat will appear in the Chat widget without issue. 

In Lightning Console, the behavior is a little different. You are not able to view the chat in the Omni widget, but you'll also get an error pop up window that shows error code 25433125. 
Løsning
If you've confirmed the above to be true for your affected Agents, then they likely do not have access to required fields on the Live Chat Transcript. Please ensure the "User Agent" field on the Chat Transcript object has Visible checked for the Profile and Page Layouts. 

If that doesn't resolve the issue, please check the assigned Chat Transcript "Compact Layout" in Setup and ensure that for any of the fields on that layout are visible to the Agent's Profile. 
Vidensartikelnummer

000383011

 
Indlæser
Salesforce Help | Article