#Omni Channel14 discutindo

Hi all and all the best to wherever you are,  

i run out of ideas regarding passing hidden pre chat values from embeeded service deployment (enhanced chat) to a messaging session record. I setup everything in messaging settings, the custom parameter, mapped it in parameter mappings, i use the exact same flow variable, which is of same data type and available for input. In the flow i have an update element which should write the pre chat value to the messaging session before routing the session to the bot in the Inbound Flow. 

In embeeded service deployments pre chat is active and the hidden field is selected. I added according to documentation the method.  

"window.addEventListener("onEmbeddedMessagingReady", () => { 

    embeddedservice_bootstrap.prechatAPI.setHiddenPrechatFields({ 

        "preChatWebsite": "Austria" 

    });"  

But the value is not passed. However the flow itself fires. So i can write hardcode "test" into the field on messaging session object via flow everytime i start a conversation. It as well does not get overwritten from another flow. I test this in dev console with a VF page.  

Is there something i am missing? Do i have to create a case first maybe? 

Would be happy for help here. Thanks a lot in advance.  

Best 

Need suggestion or workaround. 

We have implemented a skill based omni channel routing, it is working fine routing correctly to available agent with specific skills. 

Issue observed is when an agent with skill is available, case owner is updated to the agent's name and if unaccepted the work after push timeout the case remains under agent ownership only. Ideally it should be reverted back to unassigned queue. 

Process is when a case owner manually assigns a case to a queue, automation fires and routes the case through omni. If reverting owner to unassign queue again, so as designed again the case will be routed with new PSR. 

I find this article - 

https://help.salesforce.com/s/articleView?id=000383911&type=1

But this article says,   

If an Omni-Channel user is available but does not manually accept

a Case request, the Case Owner will be set to the Omni-Channel User and then change back to the Queue in the Case History.

Any suggestion/guidance, would be much appreciated. 

Thanks 

@* Service Cloud * 

Previously I can be able to login amazon connect SAML instance with salesforce user.  

But now Unable to login SAML instance of amazon connect with Salesforce user. Setup>Partner Telephony Contact Centre> Open YOUR Contact center > Click 'Telephony Provider Settings'. when clicked the below page appear.

In the SCCAC contact center connected with above SAML connect instance, active status achieved in omni channel when I login with amazon IAM user(not salesforce contact center user) in SAML connect instance in same window of browser, otherwise showing Log into Omni-Channel failed.

When the status is active 

• The Incoming Voice call is not receiving in the omni channel where the same configuration worked before.
• But the outbound calls are made with the omni channel and working fine.

What is the possible fixes for the above problem.

Due to the complexity of our skills, we have resorted to using an Omni-Channel Flow to determine the skill requirements necessary to route work. However, the 'Add Skill Requirements' are not storing any values as they are "added" using the advanced section in the component. I think I've followed as much online direction, but I'm dead in the water. 

@* Service Cloud *

Hi, We’re using Salesforce Messaging with MIAW SDK, and chat sessions are routed using Omni-Channel External Routing. An external chatbot

 handles the conversation first, and may escalate to an agent later. 

Question: 

 Is it possible for agents or supervisors to 

view the live conversation (MessagingSession) while it’s still handled by the external chatbot — before it’s routed to an agent?

So far, I know:

• Transcripts are saved and viewable after the session ends.
• Messages are sent using the Messaging REST API, so they are stored in Salesforce.
• But I haven’t found a way to show the live conversation in real-time to agents or supervisors.

Has anyone done this before or found a good approach?

Thanks! 

I my use case I need to use external Chatbot service from SF Messaging feature, So has anyone implement this before, The 

External Routing is the proper way to do this? Or there're any approaches that fit my use case instead of External Routing?  

My Integration flow may looks like this?

Hi , 

we are using Amazon connect partner telephony integrated with salesforce omnichannel,  

some of my agents are facing this error while transferring calls ,inbound calls :  

How to resolve that ?Any suggestions would be helpful .Thanks in Advance .