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Perform Actions on Salesforce Messaging Session Status Changes
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Jan 9, 2025
Salesforce Messaging Session Status Changed Event(MsgSessStatusChangedEvent) standard Platform Event can be used to track the Messaging Session Status values changes or to perform some actions. Blog Post: https://www.infallibletechie.com/2025/01/track-salesforce-messaging-session-status-changes.html
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hello everyone in this video we are
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going to see how to track or
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invoke some action whenever Salesforce
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messaging session record status is
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changed so for example here I created an
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object called messaging session status
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tracker in this this object whenever the
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messaging session record is
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updated and especially the status field
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then I am tracking it and then I
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entering those information onto this
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custom object so this uh messaging
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session record the status was set as
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waiting next to active and finally the
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messaging session record was ended let's
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see how to track this or how to to
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invoke an action to um do some business
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process whenever the messaging session
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record status is changed we cannot write
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a trigger or a record triggered flow on
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the messaging session record to achieve
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it uh
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because this messaging session record
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will be routed bya Omni Channel and the
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Omni channel will uh have additional
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process where it will not fire the
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automations what we have on the
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messaging session record the same thing
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we had it with chat and even with other
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object
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um so in order
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to achieve
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this what I have done is I'm using a
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platform event triggered
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flow in the platform event triggered
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flow I am making use of messaging
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session status changed event so this is
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a standard event which a Salesforce
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provides whenever messaging session
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record is updated especially the status
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this particular standard platform event
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will be triggered so whenever this is
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triggered I am invoking this uh platform
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event triggered flow in this flow I am
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making use of create records flow
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element and then I'm creating messaging
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session status tracker which is a custom
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object the messaging session will be
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from the the platform event standard
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platform event I'm getting the
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identifier of the session so this will
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be the messaging session
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record and uh I'm setting the
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status it is a custom field and this is
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also a custom field on the messaging
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session status tracker custom object for
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this I'm making use of the status of the
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session let's see this in
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action as an agent I'm going available
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in channel for
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messaging as an end user I'm going to
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initiate a messaging
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session so I got it as an agent I'm
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going to assist the
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customer so now if I go to this I should
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be able to see two entries so I'm able
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to receive the uh I am able to see that
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in the messaging session was waiting for
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uh an agent to pick it uh since I was
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available as an agent it got assigned it
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to me so now the status is
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active I'm going to end
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it so the agent should be able to see
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the status is ended
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so now so the platform event was uh uh
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triggered three times when the status
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was set to waiting when the status was
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set to active and as well as when the
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status was set to end
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it it called this create records flow
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element and then it was able to create
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the records in messaging session status
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tracker custom
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object you can make use of the same
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platform even triggered flow as a
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reference and then you can do your uh
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business use case using the right flow
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element to invoke the actions and
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perform and also we can track the status
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changes on the messaging session
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record messaging session record is used
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across multiple channels for example in
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this video uh we saw it for messaging
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for Web
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Channel it is also used for SMS channels
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Facebook Apple messenger uh um and as
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well as for WhatsApp channels so make
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sure uh you are not uh um considering
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those channels make sure you consider
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those channels when you try to develop
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something on this particular uh um
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messaging
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session status changed event platform
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event
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I hope it was
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helpful thank you for watching
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