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End-to-End Setup of Custom Client/API Embedded Service Deployment (ESD) for Enabling Agent-Initiated Outbound Messaging via Send a Message Quick Action

Date de publication: Mar 4, 2026
Description

Detailed configuration guidance for Custom Client/API ESD in Salesforce In-App Messaging to support outbound messaging from the agent console. 

Addresses common error scenarios such as:

“We couldn’t find a past conversation for this person because their lead or contact record doesn’t list a messaging user record. Without a past conversation, you can’t send them a message.”

Includes troubleshooting considerations to ensure successful outbound message delivery using the Send a Message Quick Action.

Résolution

Steps to use an ESD of type Custom Client/API so that an agent can send an outbound message using the Send a Message quick action:

 

  1. Create an Embedded Service Deployment(ESD) of type Custom Client.
  2. Register the device for push notifications using an API client (for example, Postman), following the documentation below for the ESD of Type Custom Client/API as Platform Type = API:
    [+]     https://developer.salesforce.com/docs/service/messaging-api/references/miaw-api-reference?meta=registerDeviceForPushNotifications
  3. Send an inbound message from the API client (for example, Postman).
  4. As an agent, receive the newly created messaging session, communicate with the customer, and then end the messaging session.
  5. Navigate to the Messaging End User record.
  6. Click on the Send a Message quick action, select the appropriate Communicating Channel / ESD, and resume the conversation to send an outbound message to the customer.
Numéro d’article de la base de connaissances

005316361

 
Chargement
Salesforce Help | Article