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Considerations for Messaging Components
Before creating messaging components for service reps to send in messaging sessions, review important considerations.
Required Editions
| View supported editions. | |
This article applies to:
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Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
This article doesn’t apply to:
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Standard Facebook Messenger and Standard SMS channels |
General Considerations
- Messaging components are supported only in enhanced Messaging channels and Enhanced Chat.
- Enhanced bots can send any messaging component except auto-response, including enhanced links, time selectors, and questions with options.
- In enhanced SMS messaging channels, supported messaging components are only available in the default Text format.
- Packaging your messaging components lets you move them between Salesforce orgs without recreating any settings. You can even package a standard Einstein bot with messaging components to share your bot template between sandbox and production. To get started, choose a type of package.
Activating and Deactivating Messaging Components
- Messaging components have three statuses: Draft, Active, and Inactive. Only active components can be sent in messaging sessions.
- When you create or edit a messaging component, its status is Draft. To make it available to send, click Activate at the top of the messaging component detail page.
- To take an active messaging component offline, click Deactivate at the top of the messaging component detail page. The component status changes to Inactive and the component can’t be sent in messaging sessions. If the component was previously sent to customers, it’s still visible in the conversation history.
- If you use the Metadata API or packaging to add messaging components to an org, the components' status is Draft.
- Keeping a component in Draft or Inactive status is helpful if you’re still working on the component. However, a component must be active for you to test sending it.
- You can view the status of all messaging components in the list on the Messaging Components page in Setup.
- When you active a form messaging component that uses the WhatsApp Flow format, a related flow is created in WhatsApp Business Manager.
Auto-Response Components
- Auto-response messaging components are supported only in Enhanced Chat and Bring Your Own Channel.
- URLs in the Text format aren't hyperlinked in Enhanced Chat v1.
- When an auto-response component is sent, service reps see a generic placeholder in the transcript. Reps can’t see the content of the auto-response.
- The messaging component action in the messaging window doesn’t show auto-response components. These components are sent only if they’re selected in a channel’s settings.
Enhanced Link Components
- In enhanced WhatsApp and enhanced LINE channels, enhanced link components are available only in the Text (plain text) format. In this format, customers can see a link preview or just the link title and URL. If you plan to create a screen flow that automatically shares links in WhatsApp and LINE, enhanced link components are a good option. Otherwise, service reps can simply copy and paste a URL into a messaging session.
- The Rich Link format of enhanced link messaging components must contain a URL, image, and link text.
Form Components
- Form messaging components must be linked to a global “Create a record” action that creates a custom object or one of these standard objects: Case, Contact, Order, Product, and Asset.
- Global actions that are linked to a form messaging component can contain these types of fields: Text, Text Area, Text Area (Long), Email, Checkbox, Date, Date/Time, Number, Phone, Picklist, Picklist (Multi-Select), and URL. All other field types, including lookup fields, aren’t supported. If an unsupported field is added to the global action layout, it won't be visible in the form component and may cause an error.
- In enhanced WhatsApp, enhanced Facebook Messenger, and enhanced LINE channels, form messaging components are available only in the Text (plain text) format. While global action-based forms can’t be sent in plain text, you can edit your component’s plain text version so it contains a link to a public form or shows a text-only list of your form questions.
- If you create a form component for use in a Enhanced Web Chat deployment for an Experience Builder or Commerce Cloud site, republish your deployment after creating or editing the component. Otherwise, messaging users can’t receive the form in messaging sessions.
Notification Components
- Notification messaging components can be sent manually using the messaging component action in the messaging window, or via a flow using the Send Conversation Messages flow action.
- Automated messaging doesn’t yet support translated messaging components. If you’re using a flow to automatically send notification messaging components, the original, untranslated version of the component is sent to customers.
- To be sent in a WhatsApp channel, a notification messaging component must be linked to a WhatsApp messaging template that is created in WhatsApp Business Manager and approved by WhatsApp. For details, see Send Automated Messages in Enhanced Messaging Channels.
- To unlink a notification messaging component from a WhatsApp messaging template, remove the External Template format from the messaging component in the Messaging Component Builder. You can then re-add the format and link it to a different approved template.
- Buttons and dynamic footers aren’t supported in WhatsApp templates that are linked to a notification component, and should be removed from the template in WhatsApp Business Manager. Buttons invite a response from the customer, whereas notification components are designed to share information that requires no response. If a template contains buttons or a dynamic footer, those sections aren’t visible or configurable in the Messaging Component Builder.
- When a notification messaging component is sent to a customer in an enhanced WhatsApp channel, it counts as one outbound message regardless of whether it’s sent within the 24-hour customer care window.
- In enhanced Facebook Messenger, enhanced LINE, and Bring Your Own Channel, notification messaging components are available only in the Text (plain text) format, and can only be sent manually using the messaging component action in the messaging window of the Service Console. You can’t use flows to send notification messaging components in these channels.
- A Facebook message isn’t sent if the notification component is configured with one of
these categories.
- Authentication
- Promotional Outreach and the message is sent after 24 hours
- Response
- If you use the metadata API to redeploy a notification messaging component that’s linked to an approved WhatsApp template—for example, if you’re migrating components between orgs—you must then reconfigure the component to avoid problems during sending. Open the component in the Messaging Component Builder, remove the External Template format, re-add the same format, and reconfigure its properties.
Questions with Options and Time Selector Components
- Question with options and time selector messaging components have these limitations in
enhanced WhatsApp channels:
- Images don’t appear with list options. Even if you’ve added images to your component by updating its constants, customers see only the accompanying text.
- If the question or title is over 20 characters, the List Selector format can’t be used and the component appears in the next available format—usually, the Text format.
- If a list option is over 24 characters, the option text is truncated in the List Selector and Buttons formats.
- Question with options have these limits in LINE channels:
- You can provide up to four options for Buttons, 13 options for Quick Replies, and 10 options for Card Carousels.
- If a question with options includes too many options, it may be sent as plain text. This may also happen if one of the options is too long.
- Questions with options have these limits in Apple Messaging for Business channels:
- When the format is Quick Replies, the question won’t display. Only the possible answers will display. If the component is sent by a Service rep, the rep can type the question manually and send it before sending the component. If the component is being sent by a bot, the bot builder can be configured to send a message with the question prior to sending the messaging component.
- When an Enhanced bot sends text and a question with options in the same message in an Enhanced Chat v1 channel, the text is sent as plain text.
- The messaging component action in the messaging window doesn’t show questions with dynamic options or time selectors. Service reps can send these types of components to customers by running a flow in the Service Console to insert the component into the message field, and then clicking Send.
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