#Service Cloud62 discussing

Hi Christoffer, 

A lot of the existing Digital Engagement/Omni-Channel architecture can be reused, such as queues, routing configurations, Omni-Channel flows, and business-hours handling. However, WhatsApp has some channel-specific setup and Meta/WhatsApp requirements, so I’d validate each component rather than assuming the Messenger configuration can be copied directly.  

For the migration itself, I’d plan for someone to have access to the WhatsApp number and the required Meta Business Manager/WABA permissions during the setup, since verification and migration steps can require access to the number.  

For the cutover, I’d also treat the connection/migration and the actual channel activation as separate steps in your runbook and test the complete flow in a non-production environment first. The exact behavior can depend on the WhatsApp/Meta setup and the existing provider.  

Since you have several production-cutover questions around 2-step verification, activation timing, downtime, and rollback, I’d recommend confirming those specific points with Salesforce/Meta for your exact migration scenario before scheduling the cutover. If you can share the Salesforce WhatsApp setup/documentation you’re following, the community can also comment on the specific steps. 

Hi Jeremy,

This sounds like the existing plugin/customization that was populating the Event Log dates may no longer be firing correctly. I’d first check whether the automation/plugin is still active and whether any recent Salesforce changes affected the Event/Event Log fields or automation. 

Also check the debug logs when creating an Event to see whether the customization is being triggered and whether there are any errors. 

If you can share the name of the plugin/customization and the Event Log object/fields being populated, it would help narrow this down. If the issue persists after checking the configuration, you may want to create a case with Salesforce. 

Hi @Garrett Smith

, 

I managed to make it work by uploading the image as Channel menu button icon (Embedded Service > Channel Menu > Branding). I first uploaded the image as a static resource (with cache control: public) and then pasted the URL in the Custom button icon URL field. Supported formats are .jpg, .gif, .png, or .svg file, 32 x 32 pixels. 

Hope this helps!

Hi Vikrant, autocomplete="off" isn't supported directly by lightning-input-field because it doesn't expose the underlying <input> element's autocomplete attribute. 

If you need to control autocomplete, you can use lightning-input instead of lightning-input-field and set: 

<lightning-input
    type="text"
    autocomplete="off"
    name="myField">
</lightning-input>

If you need to keep lightning-record-edit-form and lightning-input-field, you generally can't reliably disable the browser's autocomplete through the component attribute. 

If you can share which field you're trying to disable autocomplete for and what browser you're testing in, I can suggest a more specific workaround. 

Hi Nisha, this can happen if there is an issue with the Classic Email Template folder page or if the required permissions aren't available.  

Please check that you have the “Manage Public Classic Email Templates” permission (or the appropriate email template management permissions) and that you have access to the Classic Email Templates folder functionality.  

Also try refreshing the page or accessing Setup → Classic Email Templates → Create New Folder again from a fresh Salesforce session.  

If the same error persists after verifying the permissions, I recommend creating a Salesforce Support case and providing the URL and exact error message, since the error itself suggests Salesforce Support investigate the page request 

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.