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Once you have installed our Talkdesk for Salesforce managed package and have omnichannel (OC) properly configured and enabled in Salesforce, follow the instructions below to set up Talkdesk for Salesforce Omnichannel (OC) Integration.  

Note: Please make sure you enable OC status sync after business hours to not disrupt agent workflows, as statuses will start syncing immediately.

Configuring Salesforce omnichannel

Create Presence Statuses that will map to Talkdesk agent statuses, to indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. For example, you can create an "Available for calls" or "Available for all" status that will map to Talkdesk's "Available" status.

We suggest adding additional statuses to your Salesforce presence status to mirror Talkdesk statuses, such as “On a Call”, “After Call Work”, and "Away", to stop additional work items from queuing to your agents. This will also provide better visibility via the omnichannel supervisor view.

Follow these steps to create Presence Statuses:

1. Perform a search for "omnichannel":

2. Click on Presence Statuses.
3. Click on New.

4. Fill out the Basic Information, as exemplified in the image above.

Enter a "Status Name", an "API name", and choose whether the agents show as online or busy with the "Status Option".

Note: Clicking the "Busy" Status Option for a Presence Status, will stop any additional work items from reaching an agent.

6. Click on Save.

Enable Service Presence Status access:

1. Follow the Salesforce article on how to Make Presence Statuses available to agents who are assigned to certain profiles.
2. Then, make sure all agents who will be using the omnichannel integration are assigned to the correct profile, which grants them the appropriate permissions to sign in with any of the presence statuses you made available.
3. After you create a Presence Status, you must assign it to your agents through a Profile or Permission Set before they have access to it.

Create Presence Configurations:

1. Go to Presence Configurations and click New.

2. Follow the Salesforce instructions on the Presence Configuration article and determine the omnichannel settings that are assigned to your agents.

4. Add the omnichannel widget to the Salesforce console so that your agents can start receiving work:

Note: Our integration is only supported on Salesforce Console Apps.

Setting up Presence Mapping in omnichannel in Talkdesk

We recommend creating any additional statuses in Talkdesk to mirror omnichannel statuses in order to improve the accuracy of reporting or Talkdesk Live. For instance, if you have a “Chat Only” status in omnichannel, create a new “Chat Only” busy status in Talkdesk. This way, when your agent selects this in omnichannel, you can block calls in Talkdesk and have better visibility from Talkdesk.

1. To do this, go to Talkdesk Admin → omnichannel and switch the ‘omnichannel’ toggle to the right (enabled position).
2. Map Talkdesk's statuses to your omnichannel's statuses and Save.

Note: omnichannel statuses should only have one urgent channel at a time, meaning you should not mix voice with chat or another channel that requires constant and immediate attention.

In the Talkdesk-to-Salesforce status mapping table, only the “On a Call” and “After Call Work” statuses are mandatory to map. If the status in Talkdesk is changed to a status that is not mapped, the Salesforce status will be enforced.

Statuses don’t have to be one-to-one, however, it might be easier to do that. You can use the same status mapped to different statuses, e.g., you can use Talkdesk’s “Away” status for multiple omnichannel statuses, i.e., “Away from desk” or “Lunch break”.

Also, please note that Talkdesk “On a Call” status is reserved only for when a call is happening and is thus omitted for the omnichannel to Talkdesk mapping (you can't select it on the Talkdesk side). Your agents should not be triggering “On a Call Status” from the omnichannel widget, but in case they do, you should map the omnichannel “On a Call” status to a Talkdesk "Away" status.

In the Talkdesk to omnichannel setting, we omitted the "Offline" status for omnichannel so that Talkdesk doesn’t kick your agents off of omnichannel based on their Talkdesk status.

Enabling return to the previous status after handling a call

Activate this toggle if you want agents to return to the omnichannel status they had before they started handling a call. To do so: 

1. Click on the toggle to activate this behavior. You don’t need to click Save at the bottom of the page. 

Note: Please ensure the Agent Next Status feature on Talkdesk > Admin > Preferences is disabled. These two settings cannot be enabled at the same time.

Once the toggle is enabled, every time the agent finishes a call their omnichannel status will return to the status they had before that call started. For example:

1. An agent is in the status “Available” in Talkdesk and “Online” in Salesforce omnichannel.
2. The agent receives an inbound call and answers it.
3. When the agent finishes the call and wrap-up work, his status in omnichannel becomes “Online” and the mapping makes the agent “Available” in Talkdesk as well.

To configure more rules for status changes, based on Salesforce omnichannel agent status, workload or capacity, please see here.