#Web Chat0 personne en discute

I have established live web chat in org.T wo users asssigned to that Queue  and both are active when customer starts chat but it is assigned to only one user .

When I visit the omni supervisor tab i find out that  both user is shown available -chat but capacity of other user is shown 0.

here is screen shot reference 

issue 1: User Kiran's status is available-chat but why there is orange dot instead of green dot .

issue 2: Why there is no option in change status  picklist.

issue 3: why workload for  user kiran is 0/0 .Why it is not 0/20 if no work assigned.

issue 4: user kiran is already in queue assigned but in Assigned Queue column there is no queue name mentioned.

Please help

#Omni Channel  #Omni-Channel  #Omni Routing  #Omni-Channel Queue  #Live Agent Web Chat  #Web Chat  #Sales Cloud  #Service Cloud

Hi!

I'm working on adding the Digital Engagement Web Chat to our website and I'm using an Einstein Bot for the first part of the chat prior to sending it to a Live Agent.  I'm able to create a Lead and attach the Chat Transcript to the Lead, but I'm not able to capture all of the fields that I've collected in Variables.

Can do:

• Start Chat
• Select Questions and store their answers in variables
• Collect information prior to routing to an applicable agent
• Collect and fill in on the Lead their Name, Phone Number, Email Address, and Company (I'm using a Flow to create the lead)
• Update the Lead Source (this is done through a Workflow Actions - field update)

Need to do:

• Take the Product selection and populate the corresponding Picklist Field on the Lead

Any assistance will be greatly appreciated!

Thanks,

Jasmine

@MVP Office Hours (US) #Flow #WebChat  #EinsteinBot #Leads #Variables 

Does anyone have experience setting Web Chat on Service Cloud?

I'm facing with the current situation:

• implement Web Chat for multiple URLs
• Implement Web Chat for different languages

1 Question: Is it possible to use 1 single code snippet to add for several URLs? During the process of setting up the Web Chat, you should specify the URLs of the web site where you need to paste the code into the  HTML editor. If I have 5 website, do I need to create 5 web chat configurations with 5 codes or it is possible to use just 1 and paste into all the URLs?

2 Question: Instead of asking to the customer on the chat session from which country he/she is typing, it is possible to know a parameter (like, language, country) to enroute throught the right queue?

3. We use Person Accounts and Lead. Are there any restrictions to keep in mind? Like relating a case with a person account or a Lead? it is possible?

4. Is it possible to integrate a chat web with a custom process (when a new case is created from a web to case it has been created automatically a Lead). In case agent is offline, we would like to create a case with a Lead.

Thanks in advances

Sabrina