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Chat capacity configuration when Omni-Channel is enabled

Udgivelsesdato: Oct 13, 2022
Beskrivelse

Let’s say you already have Chat enabled, and you have 20 agents who handle chats. These agents are assigned to a Chat Agent Configuration.

Løsning

When you enable Omni-Channel, Salesforce creates a default Presence Configuration for you that corresponds to your Chat Agent Configuration. Salesforce automatically assigns all 20 of your chat agents to the default Presence Configuration. That way, there’s no disruption to your agents’ workflow when you enable Omni-Channel, and they can start accepting chats through the Omni-Channel widget in the console right away.


Note: The chat button must specify 'Omni channel' as the Routing Type and the Routing Configuration must be configured to route work items.
 
See also:

Compare Chat and Omni-Channel Routing for Chats

Create Routing Configurations

Vidensartikelnummer

000387638

 
Indlæser
Salesforce Help | Article