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  • Amrik Das 5
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1 replies

How to create AgentWork for Offline Agent, so that they get Omnichannel Cases when they come online?

I want certain cases to be routed to specific agents. When they come online, they should be routed those cases.
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2 replies

How to access browser settings of customer on to Einstein Chatbot?

We are trying to implement a new Einstein Chatbot on top of the Salesforce Live Agent Chat implemented on our client website. The website is not hosted on communities or force.com sites (Website doesn’t leverage any Salesforce feature except live agent). We have developed the bot at a basic level and are looking to make it smarter. Following is the use case we are stuck at :

Requirement : As the customer clicks on the live chat button on the website, we want the capability to access their locale and preferred language, run a logic and present them with web links more suited to them as the bot starts or redirect them to respective agent queues based on their language preference.

Issue : As per current understanding, we are not able to access browser information like preferred language and locale from neither the bot configurations nor the invocable apex (As the apex class is not bound with the webpage).