I am currently searching for a way to open a tab programmatically thanks to the REST API. I'm not sure if it is possible, but I was thinking about using custom invokable actions that would trigger an APEX class and then open this tab.
My need is the following : I am creating a Case thanks to the REST API. This case would be assigned to a specific user. I want this case to then automatically appear on the user's console as a tab (if possible in the background, not "popping", but it's a nice-to-have).
Any idea on how to do that ? Am I on the good path ?
Thank you !
Is there a way to modify the content of the snaps-ins ?
by modifying a templat e for instance or at least by being able to modifying the wording ?
Currently it seems impossible to use the "Customer Timeout" with the Snap-ins.
If we set a 120s "Customer Timeout" on a live agent buttons for instance, after 120s, the connection between the Snap-ins and Salesforce is silently being cancelled without telling anything to the customer.
Is there a way to fix that behavior ?
Is there a way to display a CSAT or at least a custom page with a link to a CSAT at the end of the chat when using the Snap-ins ?