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Add Dynamic Content to Messaging Components
When you create messaging components for service reps to use in enhanced Messaging channels or Enhanced Chat, you can use formulas to add dynamic, session-specific content to the component.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, 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 and Enhanced SMS channels |
Formulas fall into two categories: formula templates and sObject formulas. You can use both to customize different parts of a messaging component.
- Formula templates consist of a text body with possible merge fields. When a message that includes a formula template is sent, the merge fields are replaced with contextual information such as an order number or customer name. Use formula templates to customize the Text version of a messaging component.
- sObject formulas are object-specific formulas that create field values based on contextual data. Use sObject formulas to customize any supported format of a messaging component except for Text.
Formula templates and sObject formulas can contain both plain text and contextual data from a data source. Two types of data sources are supported: constants and parameters.
| Data Source | Definition | How to Reference |
|---|---|---|
| Constant | Metadata that is defined as part of the messaging component. Constants support multiple data types, including text, URL, and image. |
In this syntax, replace |
| Parameter | Metadata that is defined as part of the messaging component, with the data that it contains provided dynamically when a message is rendered. Parameters support the same data types as constants and references to records such as cases or products. |
In this
syntax, replace |
- Customizing Messaging Components with Formula Templates
When you create a messaging component, you can add and configure one or more formats to control the component’s appearance in different Messaging channels. The default format of messaging components is Text, which is a plain text version of the component. - Customizing Messaging Components with sObject Formulas
Use sObject formulas to control the way that your messaging components appear in any non-Text format. - Supported Functions in Messaging Component Formulas
Before you customize components in the Messaging Component Builder, review which functions are and aren’t supported.
