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            Route Data to Objects in Bring Your Own Channel

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            Route Data to Objects in Bring Your Own Channel

            Use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS
            X icon This article doesn’t apply 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, and Enhanced LINE channels

            Because Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS messaging channels aren’t using a Salesforce client, we don’t have full control over the mechanics. Your setup requirements may differ based on the needs of your implementation. Use this help topic to familiarize yourself with the basic building blocks that are hosted in Salesforce and how they work together. We’ve provided an example where a Messaging end user’s name is passed to the Messaging User object using a flow and custom parameters and mappings.

            1. Create an Omni-Channel flow from scratch with a variable that’s used to route data to an object. The Omni-Channel flow takes the flow variable, which receives data from the parameter, and sends that data from the flow variable to a Salesforce object. The flow then routes the work to a destination like a queue or rep. In this example, we use a variable named newEndUserName to update the Name field of a Messaging User object.
              1. In Flow Builder, add an input_record variable and recordId variable that are available for input.
              2. Create a new variable that will hold the value of the data you want to pass to the object. In this example, we name it newEndUserName. The variable is available for input.
              3. In the flow, include an Update Records action and a Route Work action.
              For reference, compare your flow to this example.

              Update Records action example

              Update Records action with Specify conditions to identify records and set fields individually selected, Messaging User as the Object, filtered by Id equals input_record of Messaging User, and Set Name field as newEndUserName value

              Route Work action example

              Route Work action that routes a single record using an input_record Id to a Service Channel, routing to a Queue
            2. If your Bring Your Own Channel for CCaaS implementation uses partner-owned routing, determine the DurableId of your Omni-Channel flow and share it with your implementation partner. This isn’t required for Bring Your Own Channel for Messaging. The DurableId always starts with 300 and differs from the FlowId.
              1. To find the Omni-Channel flow ID, from Flow Builder, note the flowId value at the end of the URL in your browser window. For example, https://salesforce-example-url/flowBuilder.app?flowId=301Hr000000Ay9EIAS, where 301Hr000000Ay9EIAS is the flow ID.
              2. To find the DurableId of the flow, execute a query in the Query Editor in the Developer Console. Use a query with this syntax, where LatestVersionId is the flow ID of your Omni-Channel flow.SELECT ActiveVersionId, ApiName, ApiVersion, DurableId FROM FlowDefinitionView WHERE LatestVersionId = '301Hr000000Ay9EIAS'
            3. In Setup, in the Quick Find box, enter Messaging Settings, and select Messaging Settings.
            4. Select your messaging channel.
            5. Under Custom Parameters, add a custom parameter that matches the variable name in the Omni-Channel flow, for example newEndUserName. The parameter establishes the data that you want to collect from your customer.
              New custom parameter for newEndUserName parameter name, api name, and channel variable name with data type string and max length 128
              1. Specify a Maximum Length for the custom parameter that’s less than or equal to 1500.
              2. When you create the parameter, note the Channel Variable Name and Maximum Length and share these with your implementation partner.
            6. Under Parameter Mappings, add parameter mapping for the custom parameter. Parameter mapping connects a parameter to a flow variable. This mapping sends the data collected by the parameter into a flow, where it’s routed to a Salesforce object.
              New parameter mapping for the newEndUserName parameter and newEndUserName flow variable name

            See Also

             
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