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Update Messaging Channel Settings
To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
Messaging Settings
| Field | Description |
|---|---|
| Channel Address Identifier | A UUID that identifies a deployed messaging channel. This identifier is unique across orgs, so a channel with the same Messaging Platform Key in a sandbox and production has a different Channel Address Identifier for each. |
| Channel Name | The name of the channel. (For Facebook Messenger channels) If you update the name of your Facebook page in Facebook, the old name still appears in the Messaging channels list view. To show the new name, delete and re-add the channel for that page. |
| Developer Name | The developer name of the channel. This value is a concatenation of the messaging platform key and the channel type. |
| Messaging Channel ID | A unique identifier of the messaging channel Salesforce record. |
| Messaging Platform Key | (Not editable) A unique key for a channel that the end user can message.
To encrypt this field, use deterministic encryption. If you use probabilistic encryption, messaging doesn't work as expected. |
| Platform Type | Indicates whether the channel is Standard or Enhanced. Enhanced Chat, Bring Your Own Channel for Messaging, and Bring Your Own Channel for CCaaS use the Enhanced platform type. When you upgrade a standard SMS or Facebook Messenger channel, the platform type changes from Standard to Enhanced. When you upgrade a standard WhatsApp channel, the original channel’s platform type remains Standard, and a new channel is created with a platform type of Enhanced. |
| Type | The type of messaging channel:
|
| Unified Messaging Enabled | If selected, indicates that the channel is in use in a Unified Messaging channel. |
Omni-Channel Routing
| Field | Description |
|---|---|
| Enable Advanced Routing | Route the channel’s messaging sessions based on the logic in the specified Omni-Channel flow. If not selected, sessions are routed to a specific queue. Enabling advanced routing doesn’t turn on enhanced Omni-Channel routing, which is a separate feature that can’t be used with standard Messaging channels. This field is available only in standard channels. |
| Fallback Queue | The queue that receives messaging sessions that the Omni-Channel flow is unable to route. This field is available in standard channels if Enable Advanced Routing is selected, and visible in enhanced channels if the routing type is Omni-Flow. |
| Flow Definition | The Omni-Channel flow used to route messages in this channel. This field is available in standard channels if Enable Advanced Routing is selected, and visible in enhanced channels if the routing type is Omni-Flow. |
| Queue | The queue that messages sent to this channel are routed to. You can’t delete queues. |
| Routing Configuration | The routing configuration used to route messages in this channel. A routing configuration defines the relative priority and relative size of work items, and specifies how work items are routed to service reps. This field is available in standard channels if the routing type is Channel Skills. |
| Routing Type | The type of routing for this channel. In standard channels, possible values are Omni-Channel and Channel Skills. Select Channel Skills to route messages based on service rep skill. Otherwise, select Omni-Channel. In enhanced channels, possible values are Omni-Queue and Omni-Flow. Select Omni-Queue to use queue-based routing. Select Omni-Flow to route with an Omni-Channel flow, which supports routing to bots. To route to a specific user, select User. To route to an agent, select Agentforce Service Agent. |
| Skill | The skill or skills associated with this channel. This field is available in standard channels if the routing type is Channel Skills. |
Auto-Response Settings
Customer Inactivity
| Field | Description |
|---|---|
| Inactivate or end a session after a period of customer inactivity | Indicates whether to inactivate or end messaging sessions after a specified period of inactivity. This field is available only in Enhanced Chat, Enhanced Messaging, Bring Your Own Channel for Messaging, and Bring Your Own Channel for CCaaS. |
| Choose action when customer is idle | Choose what to do when messaging sessions are inactive for the specified period of time. Choose one of these options:
|
| Minutes to Inactivate Session | Select the number of minutes of inactivity before the session inactivates. This field appears only when you select Inactivate Session or Inactivate & End Session. |
| Minutes to End Session | Select the number of minutes of inactivity before the session ends. The timer begins after the session becomes inactive. This field appears only when you select End Session. |
| Minutes to End Session After Inactivation | Select the number of minutes of inactivity before the session ends. The timer begins after the session becomes inactive. This field appears only when you select Inactivate & End Session. |
| Warn customer before inactivating or ending a session | Indicates whether to warn customers before their session inactivates or ends. If you select Inactivate Session or Inactivate & End Session, the warning appears before the session inactivates. If you select End Session, the warning appears before the session ends. |
| Minutes to Show Warning | Select the number of minutes before showing the warning to the customer. For example, select 4 to show the message 4 minutes before the session inactivates. This field appears only when you select Warn customers before inactivating or ending a session. |
| Warning Message | Select an Auto-Response messaging component that informs the customer that their session will inactivate or end. Sample warning message: “Looks like you’re busy. We’ll end this session in 2 minutes.” |
Conversation Channel Definition Settings
| Field | Description |
|---|---|
| Connected App Name | The name of the connected app used to manage authentication between the Salesforce Interaction Service API and the Messaging or CCaaS partner’s system. This field is available only in Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. |
| Connected App Type | The owner of the connected app used to manage authentication between the Salesforce Interaction Service API and the Messaging or CCaaS partner’s system. If set to Partner, the partner creates the connected app and includes it in their managed package. If set to Customer, the admin creates the connected app. This field is available only in Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. |
| Conversation Channel Definition | A record in Salesforce that contains metadata for any Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS integration. This field is available only in Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. |
Contact Center Settings
| Field | Description |
|---|---|
| API Name | The API name of the connected contact center. This field is available only in Bring Your Own Channel for CCaaS. |
| Name | The name of the connected contact center. This field is available only in Bring Your Own Channel for CCaaS. |
Additional Channel Settings
| Field | Description |
|---|---|
| Add User Verification | Turns on user verification. This field is available only in Enhanced Chat. |
| Authorization Token Expiration Time for Verified Users | The expiration time in minutes of the Salesforce authorization token for verified users. When the token expires, your web or in-app client must provide a valid user identity token. This field is available only in Enhanced Chat. |
| Let customers download their conversation transcripts | If selected, customers can download a PDF of their conversation transcript. This field is available only in Enhanced Chat. |
| Let customers send attachments to agents | If selected, customers can send file attachments to service reps (agents). This field is available only in Enhanced Chat. |
| Show estimated wait time | If selected, customers see their estimated wait time to chat with a service rep. This field is available only in Enhanced Chat. |
| Identify End User Language | If selected and their locale is known, the Language field for this channel’s messaging users is auto-populated. This field is available only in Enhanced Chat and Apple Messages for Business. |
