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Send a Personalized Customer Greeting with a Formula Template
Send a personalized greeting to an end-user automatically when a service rep accepts their messaging session. Create a Start Conversation auto-response messaging component that contains a formula template.
Required Editions
| View supported editions. | |
This article applies to:
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Enhanced In-App Chat and Enhanced Web Chat channels |
This article doesn’t apply to:
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Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
Before building this recipe, consider these caveats:
- It’s possible to reference fields from the Messaging Session object or the Messaging User object (since it's linked to Messaging Session) in an auto-response formula template for Start Conversation, End Conversation, and Inactive Conversation. It’s not possible to reference fields from the Messaging Session or Messaging User objects in Conversation Acknowledgement because you'd also have to use a flow to populate the data, and the flow wouldn't run in time for Conversation Acknowledgement.
- Salesforce custom object fields are different from pre-chat custom fields. We’ll reference both types of fields in this recipe. Learn more about the relationship and differences between these two types of fields.
In this example, we’ll create an auto-response Start Conversation greeting that references the service rep's name and the customer’s name.
Create and Map your Fields
- Ensure that you have the desired Salesforce object field set up in your org. If you intend to reference a custom Salesforce field, create it now. In this example, we pull the end-user’s name from the Messaging User field on the Messaging Session object. We also pull the service rep's name from the Last Modified By field on the Messaging Session object.
- Create a pre-chat form field where the end-user inputs data that travels back to the Salesforce field you identified or created in step 1. In this example, we’ll create a custom pre-chat field called Messaging User Name. We don’t need to create a Last Modified By custom pre-chat field because your org automatically populates the Salesforce field called Last Modified By.
- Map your custom pre-chat field to your Salesforce custom field using a flow. In this example, we map the Messaging User Name pre-chat field to the Messaging User field on the Messaging Session object in Salesforce.
Create Your Auto-Response Component and Formula Template
- From Setup, enter Messaging Components in the Quick Find box, and then select Messaging Components.
- Click New Component, and then click Next.
- Select Auto-Response, and then click Next.
- Enter the auto-response. For example: Custom Greeting.
- Enter a name and description for your component, and click Done. The Messaging Component Builder opens.
- Under Component Formats, select Text.
- In the Type field, select Template.
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In the Formula Template field, enter your greeting with parameters that reference the
desired Salesforce custom fields. In this example, our formula template looks like:
- Hi there {!$Parameters.MessagingSession.MessagingEndUser.Name}, my name is {!$Parameters.MessagingSession.LastModifiedBy.FirstName}, nice to meet you.
- Save your changes.
Add the Auto-Response Component to Your Channel
- From Setup, enter Messaging Settings in the Quick Find box, and then select Messaging Settings.
- Find your channel in the list, and click Edit in its action menu.
- Choose whether to add your component to the Start Conversation, End Conversation, or Inactive Conversation fields. In this example, we’ll select our component in the Start Conversation field.
- Test the component in an Enhanced Chat session.
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