Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Set a Routing Order

Set a list of user IDs and button IDs on your Embedded Service deployment to replace the assigned chat button. When a customer requests a chat, it’s routed to the first available user or button in the list.

The legacy chat product is in maintenance-only mode, and we won't continue to build new features. You can continue to use it, but we no longer recommend that you implement new chat channels. Instead, you can modernize your customer communication with Messaging for In-App and Web. Messaging offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time.

Important

embedded_svc.settings.fallbackRouting = ["...", “...”]

With version 5.0 and later code snippets, you have the following parameter available as a code comment.

//embedded_svc.settings.fallbackRouting = []; //An array of button IDs, user IDs, or userId_buttonId

Accepted values are:

userId
buttonId
userId_buttonId

This parameter overrides the assigned chat button you’ve set for the Embedded Service deployment in Setup. If the users and buttons you include in your array aren’t available, the chat isn’t routed to the assigned button. We recommend including your assigned button’s ID at the end of your array.

Tip

The language on a label is set only with the embedded_svc.settings.language parameter, not the chat button.

Note

Embedded Service Chat for Web Developer Guide

Set a Routing Order

See Also