Hi Community,
I'm wondering if anyone out there found a workaround in order to allow chat support agents to manually take chats from a list in Lightning, similar to the Routing Type "Choice":
"Incoming chat requests are added to the queue in Chat in the Salesforce console and are available to any agent with the required skill. Not supported in Lightning Experience."
https://help.salesforce.com/s/articleView?id=sf.live_agent_chat_routing_options.htm&type=5
There is this idea for the same https://ideas.salesforce.com/s/idea/a0B8W00000GdXVmUAN/choice-routing-for-omnichannel-chat-similar-to-live-agent
That's a request I keep getting from the business for sometime now and I'm wondering if there's a workaround for that? I guess the workaround could be to use External Routing type and build something custom to allow agents to accept chats manually... but I'd prefer a more standard option, I don't want to build a custom Omnichannel 2.0 for this xD
Any order idea for this?
