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Chat Transfer: During chat transfer agents can see other agents even if the Sharing Model is Private

Publiseringsdato: Jun 4, 2026
Beskrivelse

When the Chat Transfer to Agents option is enabled in the Chat Agent Configuration, and the User object's sharing settings are configured as Private based on the user's role hierarchy, agents from different roles may still appear in Omni-Channel transfer suggestions as available recipients for chat transfers.

Løsning

This behavior is expected. The Chat Transfer to Agents feature determines agent availability based on Omni-Channel presence and routing eligibility rather than User object record-level sharing settings. As a result, agents who are available and eligible to receive transfers can appear in the transfer suggestions list even if they belong to different roles and do not have visibility to the transferring agent's User record through role-based sharing.

Knowledge-artikkelnummer

000394451

 
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Salesforce Help | Article