Messaging Configuration

DaCota Cole Updated by DaCota Cole

Messaging Configuration

  • Embedded Service Deployment
    • Used to generate the code snippet to stage on the site
    • Other settings like pre-chat form and branding can be found here

  • Messaging settings
    • Messaging settings > add Messaging Channel
      • Messaging Settings (for In-App & Web)
        • Omni-Channel Flow Routing 
        • Fallback Queue Flow for Routing 
  • Queues
    • Used to add reps
    • Connected to the routing configuration to route work to users in the console

Messaging Components

  • Used to send automated responses to customers. (e.g. greeting, ending session)

  • Routing Configurations
    • Needed to add to messaging queue
    *We may need to update my user so that I have access to object types in queues so that the overflow assignee feature works (may not be necessary since I have sys admin permissions)

Flows

  • PL Support - Route Messaging

Pre-Chat Form:

-Based on your recommendations, here are the action items that I will be working on:

-Utilize the omni-channel flow to populate the pre-chat for MIAW 'PL Messaging'.

-Map the pre-chat values with the flow variables in the messaging settings.-Review the help articles provided for creating customer flows for messaging, mapping pre-chat values in omni-channel flow, and customizing pre-chat for messaging for in-app and web.

Omni-Channel:

-Presence Statuses

-Presence Configurations

Embedded Messaging in SF Site enabled on Messaging Channel located in Messaging Settings

To-do:

  • Flow Mapping of form to Chatbot

Flow Mapping from Chatbot Conversation paths to Live Rep

Flow to send messaging session from chatbot flow to Life Rep

https://usatestprep.atlassian.net/browse/PLP-3219

  • This ticket will be linked to another that Tiffany is submitting. We will be moving the contact us option under the help option in the headers of the site. When a user selects the contact us option, they will get a modal with two tiles, contact us form or chat with us option. We have not decided whether or not the widget will live on the platform and drop down from the top of the headers or whether it will be on it's own Support community page hosted by Salesforce sites.

How did we do?

PL Messaging Testing

Contact