Loading
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Columns in CSV File for Updating Messaging Channels in Bulk

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Columns in CSV File for Updating Messaging Channels in Bulk

            To bulk update enhanced messaging channels, download a CSV file from Salesforce, edit it, and then upload it in Setup. Review the guidance for each column in the file.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels
            X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Bring Your Own Channel, Standard Facebook Messenger, and Standard SMS channels

            CSV Column Names

            CSV Column Name Required Description
            Messaging Platform Key Yes Don’t edit this field. Used to identify the messaging channel.
            Activation Status Don’t edit this field. Don’t edit this field. Used to identify the activation status of a messaging channel.
            Channel Type Don’t edit this field. This value isn’t updated in Salesforce.
            Platform Type Don’t edit this field. This value isn’t updated in Salesforce.
            Modified By Don’t edit this field. This value isn’t updated in Salesforce.
            Modified On Don’t edit this field. This value isn’t updated in Salesforce.
            Created On Don’t edit this field. This value isn’t updated in Salesforce.
            Channel Name Yes You can edit this field with an appropriate value.
            Consent Type Yes

            You can edit this field with an appropriate value. Valid values are: "ImplicitOptIn", "ExplicitOptIn", "DoubleOptIn". Keep these requirements in mind:

            • If Consent Type is "ExplicitOptIn", these fields are required: Opt-inPrompt, Opt-in Keywords, Opt-out Keywords, Opt-out Message, Help Keywords, Help Response, Opt-in Message.
            • If Consent Type is "DoubleOptIn", these fields are required: Opt-in Prompt, Double Opt-in Prompt, Opt-in Keywords, Double Opt-in Keywords, Opt-out Keywords, Opt-out Message, Help Keywords, Help Response, and Opt-in Message.
            Opt-in Prompt Yes You can edit this field with an appropriate value. Complete this field if Consent Type is "ExplicitOptIn" or "DoubleOptIn".
            Double Opt-in Prompt Yes You can edit this field with an appropriate value. Complete this field if Consent Type is "DoubleOptIn".
            Conversation Acknowledgement Yes You can edit this field with an appropriate value. Enter your response to conversation acknowledgement. For example, "Acknowledged".
            Start Conversation Yes You can edit this field with an appropriate value. Enter your response when the conversation starts. For example, "Your conversation has started".
            End Conversation Yes You can edit this field with an appropriate value. Enter your response when the conversation ends. For example, "Your conversation has ended".
            Routing Type Yes You can edit this field with an appropriate value. Valid values are: "User", "Omni-Flow", "Omni-Queue", "None".
            Routing Definition Yes

            You can edit this field with an appropriate value. Follow these rules:

            • If Routing Type is "User", enter the user’s username.
            • If Routing Type is "Omni-Flow", enter the flow’s developer name.
            • If Routing Type is "Omni-Queue", enter the queue’s developer name.
            • If Routing Type is "None", the value isn’t updated in Salesforce.
            Routing Configuration Yes

            You can edit this field with an appropriate value. Follow these rules:

            • If Routing Type is "User", enter the routing configuration’s developer name.
            • If Routing Type is "Omni-Flow", "Omni-Queue", or "None", the value isn’t updated in Salesforce.
            Fallback Queue Yes

            You can edit this field with an appropriate value. Follow these rules:

            • If Routing Type is "Omni-Flow", enter the queue’s developer name.
            • If Routing Type is "User", "Omni-Queue", or "None", the value isn’t updated in Salesforce.
            Language Yes You can edit this field with an appropriate value. Add a new line in the CSV file for every new language.
            Opt-in Keywords Yes You can edit this field with an appropriate value. Enter a complete set of comma-separated values for the opt-in keywords. For example, "yes,join".
            Opt-in Message Yes You can edit this field with an appropriate value. Enter your opt-in message in this field. For example, "Thank you for joining".
            Double Opt-in Keywords Yes You can edit this field with an appropriate value. Enter a complete set of comma-separated values for the opt-in keywords. For example, "confirm,ok".
            Opt-out Keywords Yes You can edit this field with an appropriate value. Enter a complete set of comma-separated values for the opt-out keywords. For example, "stopall,cancel,stop, unsubscribe,end,quit".
            Opt-out Message Yes You can edit this field with an appropriate value. Enter your opt out message for the opt-out keyword. For example, "You've opted out of receiving messages from Salesforce. We won't contact you again".
            Custom Keywords Yes You can edit this field with an appropriate value. Enter a complete set of comma-separated values for the custom keywords. For example, "info".
            Custom responses Yes You can edit this field with an appropriate value. Enter your response to the custom keywords. For example, "Text "Stop" to opt out of receiving notifications".
            Help Keywords Yes You can edit this field with an appropriate value. Enter a complete set of comma-separated values for the help keywords. For example, "help,request help".
            Help Response Yes You can edit this field with an appropriate value. Enter your response to the help keyword. For example, "Text STOP to opt-out of receiving notifications".
            New Active Status Yes

            You can edit this field to set the new activation status for your messaging channel. Currently, this column value works only for Enhanced SMS channels.

            The New Activation Status column values can be either Y or N, where Y indicates that the Enhanced SMS channel will be activated, and N indicates that the Enhanced SMS channel will be deactivated on successful upload of the CSV file.

            See Also

             
            Loading
            Salesforce Help | Article