Agent Chat presence status auto change

[cassie-le]

For Agent chat I have created a new presence status "In Conversation", this has come through to the CSM/FSM workspace and users can select this, we wanted this to auto update so I have created a flow that updates the agents presence status when the Capacity in use (workload) changes from 0 - in other words when they enter a chat with a customer. 

The flow works when manually tested (Flow Designer  > Open Flow > Test >Select record) but will not trigger on it's own. (Trigger for Flow attached)

We want it to automatically trigger when a user enters conversation with a customer.

We are on Utah Patch 9 Hotfix 1a

Any help is much appreciated!

[cassie-le · Accepted solution]

I have managed to do this with a flow that I have in place. 

I have a flow that updates the IMS record as it does this I have then got it to look up the User record for the agent in the Interaction. 

I then have another look up for the agent presence record, using the Sys ID from the user lookup,

followed by an update Agent Presence record - that uses the sys ID from the lookup above, that updates the status to "in conversation". 

For it to automatically go back to Available I have had to create 2 flows (one for customer closing from their portal - run as system user, one for user/Agent closing at their end - run as User who initiates the session)

The trigger is the same from the interaction record being updated,

A lookup for agent capacity for the sys ID and the capacity in use being 0.

A lookup for the agent presence record.

Update agent presence record so the status is back to available.