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            Create a Presence Status for Your Sales Prospecting Bot

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            Create a Presence Status for Your Sales Prospecting Bot

            Presence statuses indicate if a sales rep is online and available to receive prospects. Create a presence status for your sales prospecting bot that includes your service channel. That way, reps that are assigned to this presence status can receive your bot’s incoming leads.

            Required Editions

            Available in: Lightning Experience
            Available with Sales Engagement, which is included with Sales in Performance, Einstein 1, and Unlimited Editions, and available for an extra cost in Professional and Enterprise Editions. Sales Engagement is also available for an extra cost in Service and Lightning Platform.
            User Permissions Needed
            To set up Omni-Channel: Customize Application
            1. From Setup, in the Quick Find box, enter Presence Statuses, select Presence Statuses, and then click New.
            2. For the Status Name field, enter Available - Lead.
            3. For the status option, select Online. The Online status lets reps who use this presence status receive new work items.
            4. Add the Leads service channel to the Available Channels list.
            5. Save your changes. To add more statuses, repeat the steps. For example, you can create a Busy presence status to indicate that a rep is unavailable and can’t receive incoming prospects.
            6. Give reps access to your presence statuses through permission sets or profiles.

            See Also

             
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