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Queue position in Chat

Date de publication: May 15, 2026
Description

When multiple Chat Buttons share the same Queue, the queue position counter resets independently per button. A visitor using Button B1 and another using Button B2 will both see position 1, even if both route to the same Queue Q1. This is expected platform behaviour.

 

Résolution

1. This is expected behaviour — queue position in Salesforce Chat is button-specific, not queue-specific.
2. If unified queue position visibility is required, consider using Omni-Channel with a custom queue position component that reads from a shared queue.


 Communicate this behaviour to customers if they report incorrect queue numbers

Numéro d’article de la base de connaissances

000391093

 
Chargement
Salesforce Help | Article