Considerations for the Get Engagements Invocable Action

The Engagement Interaction, Messaging Session, and Voice Call objects can relate to the Account base object through the default lookup field or a custom lookup field.

If the objects are related through a custom lookup field, create an invocable action that contains the details of the custom lookup field.

• Apex Invocable Action

  public class GetPreviousEngagements {
  	@InvocableMethod(label='Get Previous Engagements' description='Get Previous Engagements related to Account')
      public static List<GetPreviousEngagementsOutput> getPreviousEngagements(List<GetPreviousEngagementsInput> inputs) {
          if (inputs == null || inputs.isEmpty()) {
              // Please provide valid inputs. Throw custom exceptions
              return null;
          }
          
          String accountId = inputs[0].accountId;
          Integer engagementsCount = inputs[0].engagementsCount;
          
          // Repeat for other engagement types as well such as 'Messaging Session' and 'Voice Call'
          List<EngagementInteraction> engagementInteractions = [Select Id, CreatedDate From EngagementInteraction Where CustomLookupToAccount__c = :accountId 
                                                                ORDER BY CreatedDate DESC LIMIT :engagementsCount];
  
          List<DataRetrieval.Engagement> engagementList = new List<DataRetrieval.Engagement>();
          for (EngagementInteraction ei: engagementInteractions) {
              DataRetrieval.Engagement engagement = new DataRetrieval.Engagement();
              engagement.recordId = (String) ei.get('Id');
              engagement.objectApiName = 'EngagementInteraction';
              engagementList.add(engagement);
          }
          
          GetPreviousEngagementsOutput output = new GetPreviousEngagementsOutput();
          output.engagements = new DataRetrieval.Engagements(engagementList);
          return new List<GetPreviousEngagementsOutput>{output};
      }
  }

• Invocable Action Input

  public class GetPreviousEngagementsInput {
      @InvocableVariable(label='Account ID' required=true)
      public String accountId;
          
      @InvocableVariable(label='Engagements Count')
      public Integer engagementsCount;
  }

• Invocable Action Output

  public class GetPreviousEngagementsOutput {
  	@InvocableVariable(label='Engagements')
      public DataRetrieval.Engagements engagements;
  }

After you create the invocable action:

• Replace the getEngagements invocable action with the new invocable action in the Service Innovations Einstein Copilot: Get Engagements Details flow.
• Create a fault path to the AddEmptyPromptInstructionsNoAccount element in the Service Innovations Einstein Copilot: Get Engagements Details flow.
• In the Advanced section of the invocable action properties, select the Manually assign variables checkbox and store the output values in the variable used in the getEngagements invocable action.