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Use teammate status to trigger team inbox assignment

Related products:Workload Management (Conversation Assignment)
  • August 15, 2025
  • 0 replies
  • 11 views

Our reps are multi-skilled from a training perspective, but we only assign them to one skill at a time. We reps to switch skills throughout the day without having to manually update their team inbox assignments. It would be great if this action could be triggered based on teammate status, similar to the functionality offered by Salesforce Omni. This would allow for seamless transitions for teammates without disrupting the WFM team’s daily workload.