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

If a Salesforce Enhanced Chat session is stuck in the queue and cannot be accepted, the following two methods can be used to retransfer it. Method 1 is the fastest approach. Use Method 2 if you cannot go offline.

## 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:

1. Create a Text variable named recordId with 'Available for input' checked.

2. Create a Text variable named userId with Default Value set to {!$User.Id}

3. Add a Route Work action with Record ID: {!recordId}, Service Channel: Specify the relevant Messaging Channel, Route to: Agent, Agent ID: {!userId}, and Backup Queue: your 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.