Configuring chats to release automatically when ended

Owned by Helen Griffith
Jun 11, 2020
1 min read

By default, when a customer or agent ends a chat in Salesforce, the agent must manually close the chat tab to release the interaction. You can, however, configure your Lightning console application to automatically close the chat tab when the customer or agent ends the chat.

Prerequisites

  • You must have installed version 20.107, or later, of NewVoiceMedia for Salesforce.

  • Your omni-channel agents must be using a Lightning console application when using chats.

To configure your Lightning console application to automatically close the chat tab, perform the following steps:

  1. Go to App Manager within Setup in Salesforce. Lightning Experience App Builder appears.

  2. Locate the Lightning app you want to configure and click Edit alongside. App Settings appears.

  3. In App Settings, click Utility Items. Utility Items appears.

  4. Click Add Utility Item. A list of utility items appears.

  5. Locate and click EndChatHandler in the list of components. EndChatHandler appears in the list of added components.

  6. Click Save.

  7. Repeat steps 3 to 7 for all the Lightning apps you want to configure.

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