Salesforce has a limit of allowing a maximum of 100 concurrent chats at a given time for a given user. To address higher chat volumes, we have added the capability to authenticate multiple users with Salesforce.
New users can only be added if the Automation Engine is turned off.
To add a new user:
- Make sure the automation engine is off
- Click on 'Add users'
- Click on 'Add another Agent'
- Log in using the secondary bot user you have set up. Please note the user will have to be set up in the same way, with the same access as mentioned in this article.
- The new user should now be shown in the UI along with their profile. If you do not see your user, please refresh the page.
- You can add as many users as is relevant for your volume.
A user can be unauthorised at any time given that the automation engine is off and will follow the routing process defined in Salesforce.