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Questions tagged [digital-engagement]

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Cant see the sms omnichannel messages in the chatbot

I am trying to implement digital engagement using sms omnichannel in my org and the configuration part is complete. Set up omnichannel with the routing configuration,queue setup. On sending sms I am ...
Virgo27's user avatar
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1 answer
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Soql query: getting Folder child records when lookup field is polymorphic

I'm trying to retrieve a Folder of type ActionCadence, which contains records related to action cadence. However, I've encountered an issue with the lookup field on the ActionCadence object. The ...
redd77's user avatar
  • 111
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Can't choose a custom picklist for Log a Call result

In my production Org, in the setup window of Log a Call I'm unable to choose if I want to use Default values or a custom picklist While in my Sandbox Org I can choose what I want to use Is there any ...
Beelvio's user avatar
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How to use a custom object and Omni-flow to block MIAW IP Address?

The Salesforce documentation mentions omni flow and custom object as alternate solution to block IP address for MIAW but there is no documentation with further steps listed. Has anyone implemented ...
Shreya's user avatar
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Which Object and Data Point can be used to identify a Guest Visitor in Enhanced Web MIAW?

With standard chat, LiveChatTranscript returned IP address. With enhanced chat, we are unable to locate any identifier for guest customer to understand repeat contacts. I have heard from support ...
Shreya's user avatar
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44 views

Send a unique link using Enhanced SMS

We're trying to send a url with in an SMS which is unique to each recipient. However, the current Enhanced SMS feature only supports plain text. There is an option to send an sms with a Enhanced link ...
TheFlash's user avatar
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1 answer
427 views

Cannot query ConversationEntry records for Enhanced Whatsapp Channel

Our org is migrating from Standard Whatsapp Channel to Enhanced Whatsapp Channel. We have already adapted our Einstein Bot and tested the channel succesfully. Messaging Sessions work as expected. ...
Sebastian C's user avatar
1 vote
1 answer
736 views

Send Digital engagement SMS using Messaging template through APEX

We have digital engagement license and trying to send SMS through Messaging template . Throught flow we can able to send to SMS using the Messsaging notification action but I have some requirement to ...
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559 views

Query conversation message Enhanced whatsapp

Previously on the standard version we can do query to get message body using : SELECT Id, ActorType, ActorId, ActorName, Message FROM ConversationEntry WHERE ConversationId = '0MXXXXXXXXXXXXX' With ...
PoH's user avatar
  • 57
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2k views

'Start Conversation' button not showing up on Messaging User record

I created a Messaging User record linked to an active SMS channel and added the 'Start Conversation' button to the layout, yet I don't see it on the page. According to this article, I should be able ...
Paweł Borys's user avatar
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290 views

How to start the Einstein Bot on specific keyword?

I created an Einstein Bot on Production for WhatsApp Chat, I want it to only start only on specific keywords/messages, for example, ="test" So that the bot doesn't reply to customers, as it ...
Aman Bhatia's user avatar
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529 views

send message to facebook user from Messaging session after it is marked as ended?

using Omnichannel and messaging sessions, we can receive messages from Facebook users and respond to them all within salesforce however, if the Facebook user (customer) logs off, the messaging session ...
potato46's user avatar
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378 views

Reports for engaged subscribers

I am looking for a way to find the amount of my subscribers who are highly engaged and those who are not engaged and haven’t opened an email in maybe a month or two, or past five emails. Can anyone ...
Jack 's user avatar
2 votes
1 answer
2k views

How to edit the Salesforce Live agent button?

I am quite new with Salesforce digital engagement and I could not find how can I customize the chat button to fit my Website Right now the button looks like the following: How can I edit the CSS? ...
Ben2pop's user avatar
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1 answer
314 views

Messaging notifications send flow error

I have a flow of sending message notifications by whatsapp The flow has triggers to send a message based on changes in opportunity phases I performed the complete configuration of the channels and the ...
Andre Luiz's user avatar
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1 answer
734 views

Engagement history data is stored in salesforce.com or not

We have engagement history enabled and engagement history data is shown in salesforce.com against contacts. I have business requirement to do some processing on this engagement history data. I want to ...
Ghanekar's user avatar
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410 views

Send Whatsapp notification message to phone field

I am trying to configure a process builder to send a whatsapp message (Digital Engagement) once the conditions are met. Although the process is executed correctly and the MessagingEndUser is created ...
lopez.regalado.fj's user avatar
1 vote
1 answer
891 views

How do I create a Scratch Org with Digital Engagement enabled?

I need a Scratch Org with Digital Engagement enabled. Digital Engagement Digital Engagement for Sales Cloud Which Scratch Org Feature do I need to use to achieve this? I cannot see any mention of ...
Robs's user avatar
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1 answer
955 views

Digital Engagement WhatsApp Channel not initiating Messaging Sessions

Digital Engagement for WhatsApp and it is not creating messaging sessions. Did troubleshooting by this guide https://help.salesforce.com/articleView?id=000352588&language=en_US&mode=1&type=...
pklachkou's user avatar
  • 797
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1 answer
2k views

How to get query conversation messages from Digital Engagement channel?

How can we retrieve messages from Facebook digital engagement channel? Little bit more context on it: We have digital engagement plugin enabled in salesforce and connected with Facebook. Requirement ...
pklachkou's user avatar
  • 797