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Agents are not available Salesforce Messaging for Web
Apr 17, 2025
Blog Post:
https://www.infallibletechie.com/2025/04/agents-are-not-available-salesforce-messaging-for-web.html
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0:04
hello
0:05
everyone In this video we are going to
0:07
see when we are making use of Salesforce
0:10
messaging for inapp and
0:12
web And if you are seeing agents are not
0:16
available try again later message
0:19
This particular message agents are not
0:21
available try again later is
0:24
displayed whenever the omni channel flow
0:27
which is used to route the messaging
0:30
session
0:31
record didn't make use of route workflow
0:35
element because of the business use case
0:38
uh uh
0:39
conditions then it will display agents
0:42
are not available try again
0:44
later let's see
0:47
an demo So here I'm going to initiate
0:52
messaging for uh web session It is
0:56
saying that agents are not available Try
0:58
again later Let's go to the setup This
1:01
is the Salesforce omni channel flow
1:03
which I'm making use to route the
1:06
messaging session record whenever they
1:08
initiate the messaging session records
1:11
Here I am making use of a decision flow
1:14
element
1:16
uh I have given a label as yes and the
1:18
API name is also yes Here in the
1:21
resource or in the conditions I'm
1:23
checking whether is available resource
1:25
is equal to true This is
1:28
available is a
1:31
variable by default I'm setting it to
1:33
false So it won't go into
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the yes path It will directly go to the
1:39
default outcome So it didn't make use of
1:42
this route work action to route the
1:44
messaging session record So it started
1:48
displaying this try again later uh
1:53
message So we have to check what uh
1:56
decision is uh uh developed and how the
2:00
route work action is invoked If any of
2:04
the route work actions in your
2:06
Salesforce omni channel flow is not
2:08
invoked then we will get
2:11
this agents are not available Try again
2:14
later
2:16
Let me activate this flow version So in
2:21
this flow
2:22
version I'm directly routing it
2:25
using route work flow element to a que
2:29
Now let
2:32
me try to initiate a messaging session
2:36
So it is waiting for
2:40
uh an
2:45
agent So I'm able
2:50
to
2:51
chat and I didn't add any issues
2:55
Let's say you have some use case where
2:59
you are going to make use of some
3:01
decision like
3:02
this and it won't be routed
3:06
uh based on some conditions like
3:08
business hours checks Let's say you are
3:10
going to check whether it is within the
3:12
business hours If it is not within the
3:14
business hours then you have to let the
3:17
customer know some information For that
3:20
you can make use of reason for not
3:23
routing variable on the omni channel
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flow I have given a detailed explanation
3:30
about this uh this variable and how how
3:33
and when to use it Uh I have made use of
3:36
a business hours check um for this
3:39
uh reason for not routing
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variable So
3:45
whenever it is not going to go into a
3:49
path where route work action will be
3:51
invoked then you can assign reason for
3:54
not routing variable to some value So
3:57
here I'm setting it to I cannot transfer
3:58
now it is outside of business hours for
4:01
emergency call this number So with the
4:03
help of this particular uh output
4:06
variable in omni channel I was able to
4:10
display a proper error message instead
4:13
of agents are not available please try
4:15
again later So if you want to override
4:17
the standard behavior then make use
4:21
of standard reason for not routing omni
4:25
channel flow output variable
4:31
Please check the video description In
4:33
the video description I have given my
4:34
blog post From the blog post you should
4:36
be able to
4:39
get screenshot and link to reason for
4:42
not routing blog post using which you
4:44
should be able to configure as per your
4:47
business use
4:53
cases I hope it was helpful
5:01
Thank you for watching
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