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Salesforce Enhanced Chat Session Times Out Before Acceptance and Stuck in Queue

Udgivelsesdato: Jan 20, 2026
Beskrivelse

When transferring Agentforce Service (formerly Service Cloud) Enhanced Chat to a service representative, if a "Routing Timeout (seconds)" is specified in the routing configuration, the work is automatically transferred to the next available representative. However, if only one representative is available and the work is retransferred before it can be accepted, it will remain in the queue until another representative becomes available.

Løsning

To retransfer a Service Enhanced Chat session stuck in the queue to yourself, follow these steps:

Method 1: Update Omni-Channel Status

  1. Change your current status to "Offline" in the Omni-Channel component,.
  2. Change your status back to "Online".
  3. The work will be re-routed to you. Click the Accept button.

Method 2: Use "Route Work" Action via Flow

If you cannot go offline because you are handling other tasks, use a flow with the "Route Work" action to transfer the session directly to yourself.

Prerequisites:

Check "Enable Skill-Based and Direct-to-Agent Routing" In Omni-Channel Settings.

Flow Resource Settings:

  • Variable: recordId
    • Data Type: Text
    • Available for input: Checked
  • Variable: userId
    • Data Type: Text
    • Default Value: {!$User.Id}
  • Action: Route Work
    • Record ID: {!recordId}
    • Service Channel: Specify the relevant Messaging Channel
    • Route to: Agent
    • Agent ID: {!userId}
    • Backup Queue: Specify the relevant Queue

By executing the "Route Work" action, the target work is expected to be re-routed to yourself. When a notification appears in the Omni-Channel component, please accept the transferred work.

Vidensartikelnummer

005239309

 
Indlæser
Salesforce Help | Article