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0:06
hello everyone in this video we are
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going to see how to transfer from
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Salesforce agent force agents to human
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agents based on business hours if you
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have a requirement based on
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the agents availability then you can
0:25
make use of this video as a reference
0:27
and then you can do the business logic
0:30
of checking whether we can route it to
0:34
human agents or not using this video as
0:37
your
0:39
reference the first step is we should
0:42
create an omni channel flow in the omni
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channel flow we have to define route
0:49
work uh action in the route work we have
0:53
to decide how to transfer it whether it
0:56
should be transferred to a queue whether
0:58
it should transfer based on the uh
1:00
skills based uh routing rules whatever
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you have set up or uh skills matching
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whatever logic you wanted to build you
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you have to build it in the omni channel
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flow for routing it to the agents but
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here in this video we are going to
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see this previous step before routing it
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i wanted to route it from the agent
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force agent to human agents only when it
1:24
is within the business hours if it is
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outside the business hours I don't want
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the agent force agent to transfer it to
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human agents instead I wanted to inform
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the visitors whoever initiated the
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messaging session saying that hey it is
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outside our business hours you have to
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reach out within our business hours so I
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won't be able to transfer it you to
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human agents first let's see a
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demo I'm going
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to initiate Salesforce messaging for
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inapp and web session
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I'm going to
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say can
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you
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escalate to an agent to assist
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me it will do an apex action in the apex
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action I'm checking whether it is within
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the business service if it is not within
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the business service I am sending this
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message
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let's see the configuration behind
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it okay one second okay so
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here messaging for inapp and web router
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Q is the omni channel flow which I have
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developed this will route it to the
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agent but before executing this in the
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topic I'm making use of custom
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escalation topic you can add the
3:00
standard escalation topic from
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Salesforce and you can uh create a new
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version of the standard escalation topic
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and then in the instructions you we have
3:11
to tweak it so here I'm saying if a user
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explicitly asks to transfer to a live
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agent escalate the conversation only if
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is business hours within business hours
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from the business hours check action is
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true if it is false share the me the
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variable value from the action
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here this is the apex action this is the
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apex class class which uh will be
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getting invoked here I am passing the
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record
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ids and uh the output is two things is
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within business which is a boolean
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variable and strage is another variable
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which which is of string data type which
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will be
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returned so
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here this is the apex class and method
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I'm getting the record ids so we have to
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since it is uh uh going to pass only one
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record ids uh sorry one record id I'm
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just adding a systemdebug
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statement here I'm getting the business
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hours output variable declaration so
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this is the variable declaration so
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sorry this is the wrapper class which
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will contain str message and whether it
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is within business service so I'm
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fetching the business service
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object and then uh I'm doing all the
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checks whether it is within the business
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hours or not if it is within the
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business hours it will be able to set
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the is within business hours as
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uh true else it will return uh is with
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within business hours as false if it is
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false then it will send a message saying
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that I cannot transfer now it is outside
5:01
of business hours for emergency call our
5:04
2471800 number so this is the message it
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will send if it is outside the business
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service let's uh use a different uh
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business
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service so that it is within the
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business hours and then it should be
5:20
able to transfer
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it so I'm going to end it i'm going to
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refresh my
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screen so now I'm going to ask the same
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thing
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can you
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transfer to an
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agent
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to assist me so this is the message I'm
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sending now it is within the business
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service so it will route it and then it
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is transferring it
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now if I'm available as an
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agent I should be able to get the
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messaging session
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record so this is the check I'm doing it
6:12
whenever the visitors wants to escalate
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it to an
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agent please check the video description
6:20
in the video description I have shared
6:22
my blog post from the blog post you
6:24
should be able
6:25
to know more information like how to
6:28
transfer the messaging sessions from
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Salesforce agent force agents to real
6:34
agents the human agents sample apex
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class which I'm making use of for
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checking whether it is within the
6:40
business hour or with whether it is
6:42
outside the business
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hours and I have given the instructions
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I have
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system so you can make use of this as a
6:55
reference and then you should be able to
6:56
achieve based on your use
7:05
case i hope it was
7:12
helpful thank you for watching
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