Manage capacity using Omni Paused Status

Step 1: Add Status Picklist Value

Add a Status picklist value to the Chat Session and Chat Customer objects.

• Target Objects: Chat Session, Chat Customer

• Field: Status

• Note: The API names of the values added to both objects must be identical.

Step 2: Open Flow Editor

Open the Flow Builder for the installed flow : SC_talkSession status update when owner changed via omni channel

Step 3: Add Decision Component

Add a Decision element under the Is TalkSession Null element.

Step 4: Configure Decision Component

Field	Value
Label	isStatusPause
API Name	isStatusPause
Select Decision Logic	Manually Set Conditions

Configure the following outcome:

Field	Value
Outcome Label	isNotPause
Outcome API Name	isNotPause
Condition Requirements to Execute Outcome	All Conditions Are Met (AND)

Condition Details:

Field	Value
Resource	{!Get_TalkSession_Record.WINP__Status__c}
Operator	Does Not Equal
Value	Select the Status value added in Step 1.

When to Execute Outcome:

If the condition requirements are met

Step 5: Omni-Channel Settings

Path: Setup → Omni-Channel → Service Channels → Select SimplyChat

Add the newly created Status value to Values for Paused.

Usage Example

• During an active chat session, change the session's Status to a value included in Values for Paused to temporarily free up capacity.

• You can verify the available capacity in the Omni-Channel widget and Omni Supervisor.

• Based on the available capacity, you can receive additional sessions or change the Status back to Chatting to resume the chat.