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Omni Flow runs when Chat agent disconnects due to network interruption

Publiceringsdatum: Jun 2, 2026
Beskrivning

Issue:


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.

Lösning

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. 

Knowledge-artikelnummer

000394591

 
Laddar
Salesforce Help | Article