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            Help Your Team Manage Sales Conversations

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            Help Your Team Manage Sales Conversations

            Let your sales team manage conversations and live chat from one place. Create a Messaging Session record page that contains conversation and customer record components. Then create a compact layout so your team can see more information about incoming chats in their Omni-Channel widget.

            Required Editions

            Available in: Lightning Experience
            Available with Sales in Performance and Unlimited Editions
            Available with Sales Engagement, which is available in Performance and Unlimited Editions, and for an extra cost in Professional and Enterprise Editions
            User Permissions Needed
            To create Lightning pages: Customize Application
            To view Lightning pages: View Setup and Configuration
            1. To let your team see their messaging session details in contact records, create a contact action.
              1. For the action type, select Update a Record. And for the standard label type, select Update [Record].
            2. To let team members track their sales conversations easily, create a Messaging Session record page.
              1. For the page template, select Pinned Left Sidebar (2 regions) or Header and Left Sidebar.
              2. In Lightning App Builder, add the Enhanced Conversation component to the left sidebar. Then add the Highlights component and two Related Records components to the right side of the page.
              3. Select a Related Record component and label it Contact. Then edit the Lookup Field. For the First Lookup, select Messaging User Contact. And for the Second Lookup, select Use This Contact.
              4. Select the other Related Record component and label it Lead. Then edit the Lookup Field. For the First Lookup, select Lead. And for the Second Lookup, select Use This Lead.
              5. Assign this page as the app default for Online Sales, Sales, and Sales Console.
            3. To see your customer’s name in the Omni-Channel widget and record page, create a custom Messaging Session field that stores the chatting customer’s name.
              1. For the data type, select Formula. And for the formula return type, select Text.
              2. In the Advanced Formula tab, insert the Messaging User Name field. After the field’s API name, add & ‘ |  Ready to Live Chat’ so that the formula field contains MessagingEndUser.Name & ‘ |  Ready to Live Chat’.
            4. To show the Messaging Session object in your team members’ Omni-Channel widget, create a compact layout for the Messaging Session object.
              1. Add the custom Messaging Session field you created and the Status, Start Time, and Origin fields to the layout.
              2. Change the primary compact layout to your custom record page.
              Omni-Channel widget with customer's name, team member's name, live chat status, and date

            See Also

             
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