Conversation Catch Up Agent Summaries for Salesforce Messaging for In App and Web

Рет қаралды 727

5 ай бұрын

Conversation Catch-Up Agent Summaries for Salesforce Messaging for In-App and Web allows agents to catch up quickly when they receive Messaging Sessions from another Agent or BOT.
To enable Agent Summaries, go to Work Summaries in Salesforce Setup, select Conversation Catch-Up and toggle on Agent Summaries.

Пікірлер: 12

@mikecliffe 5 ай бұрын

Great Demo, thank you for showing our little feature! Conversation Catch-up also works on all enhanced channels: WhatsApp, Facebook, Apple, SMS, Partner Messaging as well as Service Voice, and Partner Telephony. You'll also see the summary as a supervisor when you click Monitor on a conversation.

@Infallible-Techie 5 ай бұрын

Thank you Mike. It's a great feature. Will share my next video on Omni-Supervisor Summaries. Editing is in progress.

@kushwantsaluja7888 2 ай бұрын

I am able to send the message from the test page. But it does not show up in Omni screen. Instead, messaging records are getting created.. Where am I going wrong?

@Infallible-Techie 2 ай бұрын

Not sure. Are you getting any errors/exceptions?

@rakeshkeshri3249 4 ай бұрын

Hi Sir, I have a Sales Production org and Digital Engagement, I want to create multiple agents for Messaging In-app and Web, but I don't have Salesforce Licenses (only 1 that is System Administrator), how can I create multiple agents?

@Infallible-Techie 4 ай бұрын

You cannot assign Licenses without getting it. You have to reach out to your Salesforce Account Executive to buy additional licenses to setup the users.

@rakeshkeshri3249 4 ай бұрын

@@Infallible-Techie So for chat agents also we need to have 'Salesforce License'!!

@Infallible-Techie 4 ай бұрын

Yes. Else, they cannot use this feature.

@rakeshkeshri3249 4 ай бұрын

@@Infallible-Techie Okay! Thankyou so much for prompt response.

@Infallible-Techie 4 ай бұрын

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