#Service Cloud66 personnes en discutent

Hi Svetlana,

The short answer is that you cannot manually construct a valid ConversationId via standard Apex/Flow DML because in Messaging for In-App and Web (MIAW) and Enhanced Channels, the Conversation record is managed by Salesforce's backend Service Cloud Real-Time (SCRT2) fabric, not core Salesforce DML. Inserting a raw MessagingSession record without an underlying SCRT conversation context leaves it orphaned and unusable in Omni-Channel.

However, depending on whether you want an automated greeting sent or a completely silent assignment, here are two tested patterns for this use case:

Solution 1: Outbound Messaging Template (Recommended)

Instead of generating an artificial "blank" session, trigger an outbound template message to initiate a real session.

• How it works:
  1. Trigger an Auto-Response / Outbound Messaging Flow from your record trigger using an approved Messaging Template (e.g., "Hi [Name], an agent is reviewing your account and will connect shortly.").
  2. Because the message is sent via the standard messaging engine, Salesforce automatically creates the Conversation, provisions the ConversationId, and initiates an active MessagingSession.
  3. Route this newly initiated session through your Omni-Channel Flow to the agent queue.

• Why it works: The agent receives an active session in their Omni-Channel widget, the conversation thread links seamlessly (for both new and existing customers), and the SCRT2 backbone recognizes the session.

Solution 2: Agent-Initiated "Start Conversation" Quick Action

If your business requirement strictly forbids sending an automated outbound text to the customer before the agent connects:

• Use the Standard Enhanced Outbound Capability:
  • Route a custom Task, Case, or Work Order to the agent via Omni-Channel when the trigger condition is met.
  • Embed the "Send SMS" / "Start Conversation" Quick Action on the record page layout.
  • When the agent accepts the work item from Omni-Channel, they click the action to send their first custom message. Salesforce immediately opens the active MessagingSession console tab for the agent.

Solution 3: SCRT2 / Connect REST API Outbound Trigger

If you have developer resources and need complete headless automation:

• Use the Connect REST API for Outbound Messaging (/connect/conversation/messages / Enhanced Channel API).

• By calling the internal service endpoint rather than attempting an insert new MessagingSession(), the platform spins up the actual conversation payload and routes the resulting session to Omni-Channel as designed.

Hi Robert,

For the ICU Locale Format migration, I would recommend treating it as a testing/impact-assessment exercise rather than just changing the setting.

A few things to check:

• Review the Salesforce ICU Locale Format Migration documentation and identify which locales your org uses.
• Test date, time, number, currency, and address formatting for your supported locales.
• Pay particular attention to Apex, Visualforce, LWC/Aura, integrations, reports, and any custom JavaScript that parses or formats dates/numbers.
• Test automation such as Flows, validation rules, formulas, and email templates where locale-dependent values are involved.
• Test integrations carefully if they exchange formatted dates/numbers with external systems.
• Enable ICU in a sandbox first, run regression testing, and compare the results with the existing format.
• Document any impacted customizations and update them before enabling it in production.

The main risk is usually custom code or integrations that assume a specific date/number format rather than Salesforce's locale-aware formatting.

If you share which Salesforce products/customizations you're using, I can suggest a more specific migration checklist. 

Hi Michael,

The issue is that /img/samples/stars_100.gif, stars_200.gif, and stars_300.gif are Salesforce's sample images, and those images are based on the standard 5-star rating scale. Changing the picklist values doesn't change the number of stars in the image itself. 

If you want a true 3-star display, you'll need to use your own 3-star image files as a Static Resource and reference those in the formula.

For example:

IMAGE(
    CASE(
        Grade__c,
        "1", "/resource/YourStarResource/star_1.png",
        "2", "/resource/YourStarResource/star_2.png",
        "3", "/resource/YourStarResource/star_3.png",
        "/resource/YourStarResource/star_0.png"
    ),
    "Rating"
)

Create the appropriate 0-, 1-, 2-, and 3-star images and upload them as a Static Resource. That way the displayed scale is actually limited to 3 stars. 

Hi Bob,

If you're referring to Enhanced Notes, you can automate this using the ContentNote and ContentDocumentLink objects. 

One approach is to use a record-triggered Flow on ContentDocumentLink to detect when a note is linked to the record, then send an email notification to the appropriate users. 

Keep in mind that ContentDocumentLink is used for linking the Note to records, so you'll need to determine the linked record and recipients before sending the notification. 

If you share which record you want to notify users about (Account, Contact, Opportunity, etc.) and whether you're using Enhanced Notes, I can suggest the exact Flow configuration. 

Hi Kyle,

For Web-to-Case spam, a few things are worth checking:

• Enable reCAPTCHA for the Web-to-Case form if your setup supports it.
• Make sure Require reCAPTCHA Verification is enabled in the Web-to-Case settings.
• Add server-side validation/rules to reject obvious spam based on email, subject, or other known patterns.
• Consider using a honeypot field or similar bot-detection approach if you're using a custom form.
• Review the source/IP patterns in the incoming Cases to identify common characteristics of the spam.
• If you're using a custom Global Action, verify that it isn't bypassing protections that would normally be present in the standard Web-to-Case flow.

Since your submission mechanism is custom-built, the exact solution will depend on how the action is generating the Case. If you can share the Global Action/LWC or Apex implementation and how the Community user submits the request, that would help narrow it down. 

Hey @Ife Ramsey,

Case object are not supported by Duplicate management. For now, this feature only supports accounts, contacts, leads, and custom objects. But, If you really want to use duplicate management directly, you could create a custom object that is linked to the case, replicate the fields you want to check against in that custom object, automate creating/updating that custom object when a case is created, and then use duplicate management against the custom object. This can be completely automated with a flow, no code required. 

Thanks.

Lightning Console?  Like Sales Console or Service Console?    Where does that leave our many associates who only need platform licenses?   We have not been able to fully migrate to Lightning specifically because of this issue - where parity with Classic was not achieved.  Can console applications be created that do not leverage Cases/Opportunities/etc.?   If we need to build a new "Lightning Console App" that can be used by platform licenses then that's something we will consider   But I was of the understanding that by their very nature, lightning console applications leveraged either Sales Console or Service Console.   Please advise.   THanks.

@Tyler Berryhill

good question, and it depends on which threading mode your org uses. Cloning the EmailMessage onto the new case does NOT change the thread token/headers already sitting in the customer's inbox, so under the old Ref ID (ref:_...:ref) threading their next reply still carries the old case's token and lands back on the original case - the clone alone won't re-route it. Header-based / Lightning threading behaves differently: Email-to-Case matches an inbound reply on the Message-ID in the In-Reply-To/References headers and attaches it to the MOST RECENTLY CREATED EmailMessage whose Message-ID matches, so if your cloned EmailMessage preserves the original Message-ID, that clone becomes the newest match and future replies thread onto the NEW case instead of the old one. So Michael's flow works, but only when (a) you're on header-based/Lightning threading and (b) the clone keeps the original Message-ID/headers - on Ref ID threading it won't move the conversation. For the root 'replies reopening closed cases' issue, the cleaner lever is switching to header-based/Lightning threading and using the Email-to-Case reopen settings so a reply to a closed case spins up a new case rather than reopening the old one. If this helps, please mark it as the Best Answer so it helps the next person - thanks!