I need to display a message to customer on chat window when agents are either are offline , busy OR not able to join the chat as their max capacity is reached. How can i achieve this during business hours.?
If customer is talking with bot but now he want to transfer the chat to agent then we can call the apex class from bot. In apex class we can check whether it is in business hours or not by using standard class BusinessHours, this class contains method "isWithIn" that will return true or false, if it is in business hours then true else false. This value you can read in your bot and check condition that apex class retunred true or false by using rule condition and according to that you can redirect to "transfer" dialog or "no agent available" dialog.
Hello Sunil, I have a question on the channel Setting. Once the channel is created, can we not add automated responses? or is it only possible when channel is created inititally? I am not getting option to add auto response once then channel is created. Thank You
@@monishgowda5975 We can add auto response for start conversation,end conversation, acknowledge conversation and inactive session. Setup- Messaging component - Click on New and select Auto response,once these steps done,setup- messaging settings - click on edit button of messaging channel - go little bit down
Hi. Do we need to enable any setting to have estimated wait time setting visible in Message settings.? It's not displaying in the Message settings for me.
I think you are opening messaging channel in view mode. Setup--> Messaging Setting---> infront of your messaging channel one dropdown will be showing-> Click on Edit button, if not showing edit button zoom out from brower. I kept zoom 90% then it showed me
I really liked this video
Hi Sunil. Please share more videos on Einstein bot if possible
I need to display a message to customer on chat window when agents are either are offline , busy OR not able to join the chat as their max capacity is reached. How can i achieve this during business hours.?
Not sure for this. In MIAW i didn't find any setting for this.
Hi, I want to send messages to customer about no agent available when agent is in offline. Could you please let me know how can I achieve this?
If customer is talking with bot but now he want to transfer the chat to agent then we can call the apex class from bot. In apex class we can check whether it is in business hours or not by using standard class BusinessHours, this class contains method "isWithIn" that will return true or false, if it is in business hours then true else false. This value you can read in your bot and check condition that apex class retunred true or false by using rule condition and according to that you can redirect to "transfer" dialog or "no agent available" dialog.
Hello Sunil, I have a question on the channel Setting. Once the channel is created, can we not add automated responses? or is it only possible when channel is created inititally? I am not getting option to add auto response once then channel is created. Thank You
Sorry, I got it.
@@monishgowda5975 We can add auto response for start conversation,end conversation, acknowledge conversation and inactive session. Setup- Messaging component - Click on New and select Auto response,once these steps done,setup- messaging settings - click on edit button of messaging channel - go little bit down
Awesome Tutorial as always. Appreciated it !
@@monishgowda5975 Thanks
Hi. Do we need to enable any setting to have estimated wait time setting visible in Message settings.? It's not displaying in the Message settings for me.
I think you are opening messaging channel in view mode. Setup--> Messaging Setting---> infront of your messaging channel one dropdown will be showing-> Click on Edit button, if not showing edit button zoom out from brower. I kept zoom 90% then it showed me
@@salesforcedream Thanks