> For the complete documentation index, see [llms.txt](https://help.windmillsoft.kr/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.windmillsoft.kr/en/simplychat/salesforce-setup-guides/capacity-management-through-omni-paused-status.md).

# Capacity management through Omni Paused Status

**Step 1: Add Status Picklist Value**

Add a Status Value to the Chat Session and Chat Customer objects.

* Target Objects: Chat Session, Chat Customer 
* Field: Status 
* Note: The API Name of the Value added to both objects must be identical.

<figure><img src="/files/ut3tHGtxgCMGyW3znOIq" alt=""><figcaption></figcaption></figure>

**Step 2: Open Flow Editor**

Open the editor for the installed Flow: `SC_talkSession status update when owner changed via omni channel`

<figure><img src="/files/BydgQtEfn9V7KxucGUgD" alt=""><figcaption></figcaption></figure>

**Step 3: Add Decision Component**

Add a Decision component under the Is TalkSession Null node.

<figure><img src="/files/ollNfDOgF7o0TNZAM4R0" alt=""><figcaption></figcaption></figure>

**Step 4: Configure Decision Component**

<figure><img src="/files/vbHHwYSqHWwFbq7XLuhl" alt=""><figcaption></figcaption></figure>

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

**Outcome Settings:**

| 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:**&#x20;

If the condition requirements are met

<figure><img src="/files/MLqp4mFlb80iAUdqp3ET" alt=""><figcaption></figcaption></figure>

**Step 5: Omni-Channel Settings**

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

<figure><img src="/files/qQvosgu4FyhhG3jI6UjN" alt=""><figcaption></figcaption></figure>

Add the newly created Status to Values for Paused.

<figure><img src="/files/dGa6bkvMsdlMMvqM2uTu" alt=""><figcaption></figcaption></figure>

**Usage Example**

* During an ongoing consultation, change the Status of a session to the Values for Paused value to temporarily free up Capacity.

<figure><img src="/files/pIAZVdt3x9Rzcbgw1z7Y" alt=""><figcaption></figcaption></figure>

* You can verify that the Capacity has been freed up through the Omni-Channel Widget and Omni Supervisor.

<div><figure><img src="/files/PyDJnBa34y0zlIVxzoAo" alt=""><figcaption></figcaption></figure> <figure><img src="/files/DaKSBCAmWiCWAr9nR5a0" alt=""><figcaption></figcaption></figure></div>

* Depending on the freed-up Capacity, you can either be assigned additional sessions or change the Status back to Chatting to resume the consultation.

<div><figure><img src="/files/Up7fGbZQvlS6KKON229H" alt=""><figcaption></figcaption></figure> <figure><img src="/files/9GoiTAx6Pf8CAoV55m28" alt=""><figcaption></figcaption></figure></div>


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