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Omni Flow runs when Chat agent disconnects due to network interruption

Fecha de publicación: Sep 11, 2023
Descripción
If an agent disconnects from a chat session due to a network disconnect (not an Omni-Channel logout) for a chat that was routed via an Omni-Channel Flow assigned to a chat button, the Flow will be re-run when the agent disconnects.
Solución
This is expected behavior. Omni-Channel Flows will be re-evaluated from the start as if it were a new chat request. If you are creating/updating records from these Flows, you may experience duplicate records/edits. Be sure to use Get Record steps to evaluate new or existing records prior to record creation in Omni-Channel flows. 
Número del artículo de conocimiento

000394591

 
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Salesforce Help | Article