...
- When your agent or ContactWorld changes your agent's state in ContactPad, your agent's presence status updates in the Salesforce Omni-Channel widget
- When your agent or Salesforce changes your agent's presence status in your agent's Omni-Channel widget, ContactWorld updates your agent's state in ContactPad
- When your agent logs in to ContactPad, your agent goes into an online presence status in the Salesforce Omni-Channel widget
- When your agent logs out of ContactPad, your agent goes offline in the Salesforce Omni-Channel widget
- When your agent goes offline in Salesforce Omni-Channel, ContactWorld logs the agent out of ContactPad
In addition, when your agent is assigned and accepts work items—such as cases, chats, or leads—in Salesforce, the agent's state in ContactPad automatically changes to Busy Inbound. ContactWorld will not assign any interactions to the agent while in Busy Inbound state.
To create your mappings, perform the following steps:
...