Change Status While on a Call

With the pending status change feature, reps can change their Omni-Channel status while on a call.

To use this feature, vendors should set the value of hasPendingStatusChange in CapabilitiesResult to true. After Salesforce receives a value of true from the getCapabilities() method, the Omni-Channel status change button is enabled for reps during a call.

Then, when setAgentStatus requests are made, Salesforce supports an additional parameter, enqueueNextState, and the vendor can implement the enqueue status change feature to support this behavior.

As of Winter ‘24 and later, reps can also change their Omni-Channel status after AgentWork is assigned but before they accept or decline the call. Partners should listen for and handle the SET_AGENT_STATUS event during this period between CALL_STARTED and CALL_CONNECTED.

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