How can we help?

This feature allows you to define rule-based criteria and automatically change the agents' status in Salesforce Omni-channel. Thus, it provides more control over the agents’ status, and defines when an agent should be available to receive calls when working with multiple channels.

For additional rule management assistance, please refer to Manage Omni-channel status change rules.

Note:  Talkdesk for Salesforce Presence Sync Rules for Salesforce Omnichannel  is only available in Talkdesk for Salesforce, not in Talkdesk for Service Cloud Voice. To use this feature, the Omni-channel sync feature must be enabled in the Talkdesk for Salesforce package settings and agents should be leveraging the Salesforce Omni-channel.

Enabling Omnichannel Configuration

Triggers Table

Building Conditions and Custom Logic

Enabling Omni-channel Configuration

1. Go to Talkdesk Admin [1], and click on the Omnichannel tab [2]. Note: In case you can’t see this tab, please make sure you have Salesforce Omni-channel enabled in your Salesforce instance.
2. Map the status between Talkdesk and Salesforce to allow for the status sync to begin.

3. Select the Advanced Settings section [3] to expand it.
4. Choose + New Rule [4] to start creating your first rule.

5. In the “New Rule” screen:
1. Add a “Rule name” [5] up to 80 characters.
2. Choose the “Rule trigger” [6] that will determine the event that triggers the evaluation of the rule conditions.

Tip: To know more about the possible triggers, check the “Triggers Table”.

3. Add up to ten conditions [7] built by two operands and an operator used to compare the operands. Note: To know more, check this table.
4. When two or more conditions are added, a new option to select the criteria logic will become available. In the “Criteria Logic” [8] dropdown, you can select the following options:

• • • • • “And”: If you want the rule to execute only when all conditions are met.
        • “Or”: If you want the rule to execute when at least one of the conditions is met.
        • “Custom”: If you want to build your own logic for rule execution. When choosing this option, you will have to build your own logic by using numbers from one to ten to refer to your conditions, the operators “And” or “Or” and parentheses to separate the logic nodes. Note: Check the section on “How to build Conditions and Custom Logic” for more information.

1. 1. 5. Select the action [9] you want to be taken if the condition logic is met. Currently, the only available action is to Change the Agent Status on Salesforce Omni-channel to the status selected by you as the New Value. By extension, when the status is changed in Salesforce Omni-channel, it will be changed also in Talkdesk, based on the status mapping you defined.
      6. Click Save [10] in the “New Rule” screen to apply your changes.

Notes:

• As a current limitation being fixed soon, if there are conflicting rules that are executed at the same time due to being triggered by the same status as the status mappings, there may be an inconsistent result.

• It is possible to create up to 15 rules with a maximum of ten conditions each. Once the limit is reached, the New Rule button will be disabled.

• New rules will be created in the “Active” status by default, unless the limit of ten active rules is reached. In this case, the new rule will be created as inactive, and you need to disable an existing rule in order to enable the new one. 

• The rules will be evaluated and executed in order, from top to bottom. The first rule that evaluates to “True” will be the one executed, and the ones below will not be evaluated. Keep in mind that rules can be reordered at any time, as explained in the article “ Manage Talkdesk for Salesforce Presence Sync Rules for Salesforce Omnichannel ”.

• If the agent does not have access to the status mentioned in the rule action, the action to change the agent status on Omni-channel will not happen.

• An invalid condition will always be considered as “False”. A condition can be invalid when it does not follow the logic rules mentioned below in the section “How to build conditions and custom logic”.

Triggers Table

How to build Conditions and Custom Logic

Each condition is made up of two operands and one operator. Depending on the operands, some operators may or may not make for a valid condition.

To build your own custom logic for the conditions to be evaluated, you should always follow these syntax rules:

• Use the numbers from one to ten to refer to each of the conditions, being one of the first, and ten the last,  from top to bottom.
• Use parentheses to separate each logic node, using only one operator (“And”/”Or”) inside each set of parentheses.
• Use only “And” or “Or” to build the logic.
• Other characters or letters, besides numbers, parentheses and the operators will not be accepted and will cause the rule evaluation to fail.

Examples of accepted and non-accepted custom logic: