Temporarily Disable or Hide Chat in Salesforce Experience Cloud Site
If you want to hide the Chat feature temporarily, then disable "Display chat button".
Number of Chats completed every day and hour in Salesforce using report
For formula reference and additional information, please check this https://www.infallibletechie.com/2022/04/how-to-find-number-of-chats-completed.html.
Use different ringtone or sound for Incoming Chat Messages in Salesforce
https://www.infallibletechie.com/2022/02/how-to-setup-browser-notification-and.html
Skills Based Routing Chats in Salesforce
Skills-Based Routing configuration for Salesforce Incoming Chats
Queue Based Routing Chats in Salesforce
Queue-Based Routing configuration for Salesforce Incoming Chats
How to update the Case Owner to Chat agent when the Chat is accepted using Record Triggered Flow in
We can use a Record-Trigger Flow on the AgentWork entity to update the Case Owner to Chat agent when the Chat is accepted in Salesforce.
Create Case when agents are Offline in Salesforce Embedded Chat
"Offline support" feature in the Embedded Service Deployment can be used to log case when the agents are not available. The "Offline support" feature will display Case Form when the agents are offline.
Route chats to a different team if the current team is full of capacity in Salesforce
Fallback Routing can be used to route chats to a different team if the current is full of capacity in Salesforce.
Salesforce Omni-Channel Audio Settings
Starting Summer '22 Release, Omni-Channel notification audio can be customised in the Presence Configuration Audio Settings Sections.
How to give Agents ability to see other Agents status without using Omni Supervisor in Salesforce?
To give Agents ability to see other Agents status without using Omni-Supervisor in Salesforce, report on User Presence entity can be used.
How to find pre chat info that was passed when the Chat was initiated in Salesforce?
Salesforce Pre-Chat info will be stored in ConversationContextEntry entity when the chat is initiated. So, we can query the ConversationContextEntry entity. To initiate Salesforce Chat via REST API, please check the following link: https://www.infallible
Salesforce Chat Transfer to Skills
Salesforce Chats routed via Omni-Channel can be transferred to a Skill or to multiple Skills.
Displaying different names for agents in Salesforce Chat
Chat Agent Configurations in Salesforce can be used to display different name for Chat Agent.
How to test Salesforce Embedded Service Chat Code?
Using GitHub, we can easily test the Salesforce Embedded Service Deployment Chat Code Snippet.
Hide and Show Salesforce Embedded Service Chat
embedded_svc.settings.displayHelpButton should be set to true to display the Salesforce Embedded Service Chat. embedded_svc.settings.displayHelpButton should be set to false to hide the Salesforce Embedded Service Chat.
End Chats for unresponsive Visitors in Salesforce
Enable customer timeout on the Salesforce Chat button should be used to end the chats when the visitors are unresponsive. Blog Post: https://www.infallibletechie.com/2022/08/how-to-end-chats-when-the-visitors-are-unresponsive-in-salesforce.html
Set Omni Channel status to Busy when Chat is accepted in Salesforce
Blog Post: https://www.infallibletechie.com/2022/08/how-to-set-omni-channel-status-to-busy-when-chat-is-accepted-by-the-agents-in-salesforce.html
Find queue availability in Salesforce using Omni Channel Flow
Using "Check Availability for Routing" action, we can check whether agents are available in the queue to accept chats. Blog Post: https://www.infallibletechie.com/2022/08/how-to-find-queue-availability-in-salesforce-omni-channel-flow.html
Salesforce Lead Record Type for Embedded Service Chat
To set the Lead Record Type for Embedded Service Chat, click Edit in Pre-Chat page section and select the Record Type. Blog Post: https://www.infallibletechie.com/2022/09/salesforce-lead-record-type-for-embedded-service-chat.html
Salesforce Article Answers in Einstein Bot
Salesforce Article Answers with Einstein Bot helps us avoid transferring Chats to agents when Knowledge articles can assist the customers. Blog Post: https://www.infallibletechie.com/2022/09/salesforce-article-answers-in-einstein-bot.html
Chat Transfer to Chat Buttons in Salesforce
If the agents are not seeing Chat Transfer to Chat Button, then make sure Chat Transfer To Chat Buttons Enabled is set to true on the Chat Agent Configuration. Blog Post: https://www.infallibletechie.com/2022/09/how-to-enable-chat-transfer-to-chat-butto
Find Visitor Wait Time to Chat in Salesforce
Blog Post: https://www.infallibletechie.com/2022/08/how-to-find-visitor-wait-time-to-chat-in-salesforce.html
Salesforce Chat Language Setup in Experience Cloud Site
Blog Post: https://www.infallibletechie.com/2022/09/salesforce-chat-language-setup-in-experience-cloud-site.html
Greet Customers without Pre Chat Form in Salesforce Chat
Blog Post: https://www.infallibletechie.com/2022/11/greet-customers-without-pre-chat-form-in-salesforce-chat.html
Record Creation flow or order in Salesforce Chat
Blog Post: https://www.infallibletechie.com/2022/09/account-or-contact-or-lead-or-case-creation-flow-or-order-in-salesforce-chat.html