Salesforce Omnichannel configuration

How to integrate with Salesforce omnichannel routing

In Salesforce

Enable user for Service Cloud

If you're using omni-channel as part of Service Cloud, you'll need to ensure each user has the appropriate items enabled in Advanced User Details.

1. In setup, type "users" in search then select Users from dropdown.
2. Click Edit next the the desired user's name in the index.
3. In the right-hand column of the edit section, ensure the "Service Cloud User" item is checked.
   

Enable omnichannel

the first basic step.

1. in setup, type omni in search then select Omni-Channel Settings menu item
2. tick Enable Omni-Channel
3. tick Enable Status-Based Capacity Model
4. press save
   

Create service channel

where you choose which objects are routable using omnichannel

1. type service channel in search and select Service channels menu item
2. select New
3. set the following
   • service channel name
   • developer name (should auto-fill to snake case of service channel name)
   • salesforce object: Interaction
   • Capacity Model: Status-based
   • Status field: Status
   • Values for completed: Completed Dropped Missed
   • Values for in-progress: Active Ended Queued Transferred

4. press save 

create presence statuses

the statuses an agent can have

1. type presence in search and select Presence Statuses menu item
2. select New
3. set the following
   • status name
   • developer name (should autofill)
   • status options: online
   • service channels: the service channel created in previous step

4. press save

5. repeat to create a busy status

Create presence status permission set

these will connect users to presence statuses

1. type permission in search and select Permission Sets menu item
2. select New
3. set the following
   • label
   • api name (should auto-fill based on label)

4. press save

5. in small search bar below permission set heading, type presence status then select Service Presence Status Access
6. select Edit

7. add created service presences to Enabled Service Presence Statuses picklist and press save  

Assign permission set to relevant users

1. in the actions section just below the permission set heading, click Manage assignments
   
2. click add assignments
3. tick users and click Next in bottom right corner
   
4. click Assign on the next window

Add omnichannel utility to console app

1. type app manager in search and select App Manager
2. from the list, find Service Console (or whichever lightning console app is relevant)
3. on the right side, click the dropdown button and select Edit
4. in the new sidebar menu, select Utility Items
5. click Add utility item and select Omni-Channel
6. click save at the bottom of the screen
   

Add routing configuration

1. type routing conf in search and select Routing Configurations menu item
2. click New
3. set the following
   • routing configuration name
   • developer name (should autofill from previous item)
   • routing priority: 1
   • routing model: most available
   • units of capacity: 1

4. click save 

Add interaction queue

1. type queue in search and select Queues menu item
2. click New
3. set the following
   • label
   • queue name (should auto-fill from label)
   • routing configuration: the configuration recently created
   • supported objects: Interaction
   • queue members: all relevant users
     

4. click save   

Enable omnichannel custom metadata toggle

1. type metadata in search and select Custom Metadata Types menu item
2. from the list, select Manage Records on the Talkative Engage Setting row  
   
3. from the resulting list, click Edit on the Omnichannel Enabled row
   
4. Set Value to true and click save

In Talkative

1. Setup SF integration as normal
2. Create a new Salesforce omnichannel distributor (this has no options)
   
3. Connect a talkative queue to the relevant salesforce queue
   i) go to edit page for queue
   ii) click Configure Salesforce Omnichannel Queue
   iii) select relevant sf queue and click submit

Troubleshooting issues

If you're having issues where an agent isn't receiving any interactions, explore this help article from Salesforce:

https://help.salesforce.com/s/articleView?id=000384130&type=1