Managing Multiple Interactions in Salesforce Lightning Experience
If you are configured with the capacity to handle multiple interactions at the same time, you can have several interactions open in . If the interaction is linked to a Salesforce record, when you click a tab to switch from one interaction to another, Salesforce Lightning Experience automatically displays the linked contact, lead, case, opportunity, or account.
For example, you are chatting with Bob Jones and then you accept a chat interaction from Sara Bright. You can chat with both customers by clicking their tabs in to switch back and forth between conversations.
Note the following ways in which the tabs behave:
- When a new work offer is delivered to , the Salesforce tab for the linked record is automatically opened and in focus.
- If is minimized in Salesforce when a new interaction arrives or a customer responds to a chat message, is automatically reopened.
- When you close the Salesforce tab, the linked interaction stays open.
