Excellent example for improving performance when using WhatsApp, especially for those with many agents using this tool. Enable subtitles in your language and 1080p quality:
https://www.youtube.com/watch?v=kHTemjVWEG0&list=PLYStC_2TZBSU
Great share! WhatsApp can become challenging to manage as the number of agents grows. These practical tips for improving performance and scalability are really valuable for Salesforce teams handling high-volume customer conversations.
messaging end user related list not available on lead and contact despite the object having a relationship with those objects? Why? Thanks
Thanks Kundan, I tried that as well but not available at all. i think it is a salesforce limitation. I ended up creating a small lwc on both lead and contact
First off, thank you to this amazing platform for enabling us to ask questions and share ideas β it's incredibly valuable!
Weβre currently implementing a brand new WhatsApp integration via Digital Engagement, and I was hoping to gather some best practices from those whoβve done this before.
Specifically, I have a few questions:
Any recommendations, advice and suggestions would be of great help.
I am using flow to send SMS to a customer. This works fine, but for new Messaging End Users, it can take up to 10 minutes before the SMS is sent and the Messaging Session is created.
I need to link the messaging session to the case where the users started the flow from, but the session isn't available right away.
I tried to use a record triggered flow on Messaging Session, but the flow isn't triggered. Any ideas to why the new Messaging Session doesn't trigger the flow?
Hi Team,
I faced the same issue and found a solution that worked for me.
My requirement was to link a newly created Messaging Session to the Case from which the session was initiated using a Screen Flow.
Solution:
Enable Change Data Capture (CDC) for the Messaging Session object in Setup. This publishes a change event whenever an action occurs on a Messaging Session record, such as create, update, or delete. The event message provides the Messaging Session record ID and its field values, including the Messaging User ID.
First, store the Case ID on the Messaging User record within the Screen Flow (or from wherever you are initiating the Messaging Session).
Since a Messaging Session change event is published whenever an event occurs on the record, subscribe to it using either a Platform Event-Triggered Flow or an Apex Trigger on the Messaging Session Change Event. Then perform the required logic:
This will successfully link the Messaging Session to the Case.
If you need code samples or additional guidance for implementing this solution, please reply to this comment.
Thanks.
I agree that branded short links are a better choice for customer-facing SMS. They look more trustworthy and can help avoid confusion around unknown shortened URLs. The time-zone point is also easy to overlook when setting up Business Hours.
We have a use case where we need to enable an agent to send a six-digit One Time Password (OTP) to a memberβs phone directly from Salesforce. The agent should then validate the OTP shared by the member over the call and store the OTP verification result in Salesforce.
We are exploring whether Salesforce Digital Engagement SMS can be used for sending OTP messages as part of this flow.
Has anyone implemented a similar solution using Digital Engagement SMS?
Specifically looking for guidance on:
Would really appreciate any insights or lessons learned from your implementations.
Hey @ganesh pelluri
try SMS Magic this is something that can be achieved with just the out of the box capabilities.. so need for any external gateway or API integration..
Happy to connect with you if you need further help.
According to the documantation, the best practice of sending outbound messages is by creating a flows. is there a way to send bulk messages to a selected list of users (bulk)?
we do have thier consent of communicating with them via whatsapp so we can create them as opted in messaging users
@Larry Hall @Kermit Del Rosario was surprised there is no out of the box functionality for bulk message sending. What I did > created a list view button on messaging user object, which launches screenflow, and allows the user to select a template, then sends outbound message. hope that helps
Hola.
Al crear el componente en SF y vincularlo con la plantilla de whatsapp aprobada por META, en la sesion de mensajeria creada aparece este error:
Este componente de mensajerΓa y su plantilla de mensajes asociada contiene nΓΊmeros de parΓ‘metros diferentes. Solicite a su administrador de Salesforce que compruebe los parΓ‘metros del componente.
Le ha pasado a alguien y me puede decir cual es el problema?
Gracias
We're trying to send out unique links to each contact as a text message from flow action - something like
"Hi John Doe, Please fill out Survey by clicking the below link
{Contact Specific Unique Link}"
I don't see an option to send the combination of text message & a contact specific unique link embedded in the text message. Did anyone try to achieve this? Please let me know as this is blocking our text message initiative to be able to send text + Unique links. Thanks!
did you get a solution to your issue?
I have a similar requirment.
Hi all and all the best to wherever you are,
i run out of ideas regarding passing hidden pre chat values from embeeded service deployment (enhanced chat) to a messaging session record. I setup everything in messaging settings, the custom parameter, mapped it in parameter mappings, i use the exact same flow variable, which is of same data type and available for input. In the flow i have an update element which should write the pre chat value to the messaging session before routing the session to the bot in the Inbound Flow.
In embeeded service deployments pre chat is active and the hidden field is selected. I added according to documentation the method.
"window.addEventListener("onEmbeddedMessagingReady", () => {
embeddedservice_bootstrap.prechatAPI.setHiddenPrechatFields({
"preChatWebsite": "Austria"
});"
But the value is not passed. However the flow itself fires. So i can write hardcode "test" into the field on messaging session object via flow everytime i start a conversation. It as well does not get overwritten from another flow. I test this in dev console with a VF page.
Is there something i am missing? Do i have to create a case first maybe?
Would be happy for help here. Thanks a lot in advance.
Best
Hi @Sven Riemer
,
I am also at same situation and I tried reverting Embedded Service Deployment to v1 but still no luck. Did you manage to get this working with v1, if so was there any additional change needed?
Thank you..
Manoj
