ACW is off until someone turns it on. The whole configuration is one section on one record, and it takes about two minutes.
- Open the service channel
In Setup, open Service Channels and edit a channel built on Voice or Messaging, the channel types Salesforce documents wrap-up time for.
- Turn on wrap-up time
In the After Conversation Work Time section, select Give agents wrap-up time after conversations, then enter a Duration (seconds) value from 10 to 3,600.
- Decide whether reps can extend
Select Let agent extend timer, then set how many seconds each extension adds and the maximum number of extensions a rep may take.
- Consider the presence configuration instead
The same settings live on Presence Configurations. Use that record when the window should follow a group of reps across channels.
- Expose the component to reps
Add the After Conversation Work component to the console so reps see the countdown and the All Done button. Without it they get the hold and no clock.
The master switch. Off means capacity releases the instant the conversation ends.
Required. Takes 10 to 3,600 seconds, applied to every rep on that channel.
Adds an Extend button, an extension length in seconds, and a cap on how many times a rep can use it.
- The extension length takes the same 10 to 3,600 range, so a 30 second timer can carry a 10 minute extension.
- Closing the record tab ends the window early, so a rep tidying tabs gets the next conversation immediately.
- Wrap-up is off on each service channel until someone selects it, so a Voice channel added later starts without it.