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Transferring Pre Chat Data to Your Salesforce Agents
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May 15, 2025
We can pass Pre-Chat information to Salesforce Agentforce Agents. In order to do so, update the Messaging Session record with the Pre-Chat information. In the Agentforce Agent, use the Messaging Session Context Variable to refer it. Blog Post: https://www.infallibletechie.com/2025/05/transferring-pre-chat-data-to-salesforce-agentforce-agent.html
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0:06
hello everyone In this video we are
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going to see how to pass pre-hat
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information from Salesforce messaging
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for
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web to agent force
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agent If you wanted to pass the
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pre-chart
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information to Salesforce agent force
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agent and if you are using messaging for
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inapp and web then you can refer this
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video as a reference The first step is
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create a field in messaging session
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object We are going to make use of this
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field as context variable in the agent
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force agent so that we will be able to
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pass the information from the
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pre-chart to agent force agent So here I
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have created a field called request type
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It is a picklist field
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Next in the omni channel flow which
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routes the messaging session to the
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agent force agent I am making use of
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update records flow element In the
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update records flow element I'm updating
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the messaging
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session the request type field on the
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messaging session with this variable
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request type This request type is an
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input variable in my
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flow In the messaging channel I created
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a custom
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parameter data type
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string and I have done the parameter
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mappings for this request type which is
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a custom parameter The flow variable
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value is request type So whenever the
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messaging session is invoked it will
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pass the value of request type the user
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has selected to this request type flow
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variable So it is updating the messaging
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session with the request type that was
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passed from the messaging
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um pre-chart
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Next in the embedded service deployment
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I added this
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uh
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prehat So you have to click save and
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then you have to publish it Whenever we
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do any changes in the messaging channel
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and as well as in the embedded service
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deployment we have to click publish So I
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have published it already Let's test it
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out
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So here I created a topic called
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service This will get
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invoked only if the filter value
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is service Let's see how I have done
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that
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First in the context
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variable we have to add
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the request type field So you can add it
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by deactivating the agent force agent Go
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to context select messaging session
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click edit included fields and then you
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will be able to add additional fields So
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I have selected request type field
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Next in the same context if you go to
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filters you will be able to create a new
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filter So you can click new So here I'm
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going to select uh create
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sales I'm going to select
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uh the messaging session request
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type equals
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to sales So similarly I have created for
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service also
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If the request type is service then this
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filter will be
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true and this topic will fire only when
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the request type is service If it is
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different like sales or marketing then
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this particular topic won't get
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triggered So this topic is for handling
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the user inquiries which are related to
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service management Let's test it out So
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this is my messaging for inapp and
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web I'm going to say admin
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user admin at
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demo.com Here I'm going to select
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service
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Once I click service since this filter
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is
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satisfied if I ask any question related
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to service then it should
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um invoke this topic and then it should
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get the repair number or it can get my
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email Let's see whether it is invoking
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that So I have selected service
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Okay I forgot to activate the agent
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force agent Now I activated it Now let's
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uh test it
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again So here I'm selecting
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service My agent force agent is invoked
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Now I'm going to
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say car service
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issue So it is asking me to provide the
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repair number or the email address So
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definitely this uh in uh topic was
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invoked and then it was able to process
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it
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Now let me end
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this and let me make a note of this
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one Now I'm going to initiate one more
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messaging
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session and then I'm going to select
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sales Before that you can also verify
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that it is
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uh service So it updated the messaging
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session and the agent force agent was
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able to use it Now I'm selecting
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sales So here it is
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sales Here I'm asking car service issue
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It should not invoke the
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topic It couldn't understand what I'm
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talking about So it didn't
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So here I said car service
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issue it is related to sales so it
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couldn't fire this or invoke this
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topic but when I used service and then
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when I entered car service issue it was
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able to invoke the topic So I was able
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to pass
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pre-chart information to the agent force
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agent and then I was able to make use of
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filters in the agent force agent and
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fire the topics based on the selection
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in the
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pre-chart Please check the video
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description In the video description I
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have shared my blog post
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from the blog post you should be able to
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get how how I have uh created the
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field update the updated the messaging
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session using the omni channel flow how
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I have created the custom parameters and
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parameters
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mapping and how in the pre-hat I have
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added
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it also I have added screenshot for this
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filter how the filter was was
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created and how the messaging session
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request type
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was added to the context
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variable I hope it was
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helpful Thank you for watching
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