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Chat options 'Automatically accept chats' and 'Re-route Decline requests'

Publiseringsdato: Jun 4, 2026
Beskrivelse

Two routing options are available for Chat buttons in Salesforce: 'Reroute Declined Chat Requests to Available Agents' and 'Automatically Accept Chats After They're Assigned to an Agent'. These options appear only when the Routing Type is set to 'Least Active' or 'Most Available'.

Løsning

 

Select 'Routing Type' options 'Least Active' or 'Most Available' (in Lightning UI)

 


1. Navigate to Setup > Chat > Chat Buttons & Invitations.
2. Click Edit next to the Chat button.
3. In the Routing Information section, select Least Active or Most Available as the Routing Type. 
4. The routing options will now appear.
Knowledge-artikkelnummer

000386589

 
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Salesforce Help | Article