My company will be implementing MIAW (Messaging for In-App & Web) later this year. In some of my discovery I am seeing that there are multiple transfer options:
https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_transfer.htm&release=246&type=5
My team ideally wants us to only be able to list specific queues for specific agents (similar to how you can configure it with Chat Agent Configurations). Is this possible in Messaging for In-App & Web?
Hi @Daniel Schell, Salesforce recently introduced enhanced transfer options for Messaging for In-App & Web (MIAW), including the ability to transfer sessions to specific agents, queues, or bots. However, unlike Live Chat, MIAW does not currently support granular control over which queues are visible to specific agents (like what’s available with Chat Agent Configurations). As of now, all agents see all available queues when initiating a transfer. To achieve a filtered list per agent, a custom LWC or Flow-based solution would be needed, where the queue list is dynamically filtered based on agent role, profile, or custom metadata.
