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In the Summer ‘20 release, additional controls for handling multiple interactions—calls, chats, or emails—will appear in ContactPad. When the agent clicks the interaction in ContactPad’s information panel, the associated Salesforce record will come into focus or pop—if the record is already open it will come into focus; if it is not and it is a case, it will pop.
When a chat is routed to an agent, the agent’s state will change to an alerting state. This preserves the capacity for the chat before the agent accepts or declines the chat.
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