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Pass Pre Chat to Salesforce Messaging for In App and Web REST API
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Jan 16, 2025
When we invoke the Salesforce Messaging for In-App and Web REST API, routingAttributes can be used to pass the Pre-Chat field values. Blog Post: https://www.infallibletechie.com/2025/01/pass-pre-chat-to-salesforce-messaging-for-in-app-and-web-rest-api.html
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hello everyone in this video we are
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going to see how to pass pre-art field
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values if we are using Salesforce
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messaging for inapp and web rest
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apaa for setting up Salesforce messaging
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for inapp and web rest
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API you can make use of this blog post
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in this blog post I have given step
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bystep instruction using which you
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should be able to set up Salesforce
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messaging for inap and web for rest
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API the next step
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is whenever we use pre-art field values
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we have to make use of omni Channel flow
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if we use the routing type as Q we won't
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be able to pass the pre- chat field
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values uh for messaging for inapp and
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web so in order to pass the values of
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the pre-chat field values and do some
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operations we have to make use of omni
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Channel flow so I have created an omni
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Channel
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flow here I have
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created multiple variables but I'm going
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to talk about email which is an input
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variable
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next I have created first name it is
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also available for
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input last name this is also available
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for
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input in my messaging for inapp and web
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I'm going to show first name last name
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and email pre-chat field
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values those uh values that are entered
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by the visitors will be passed to the
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flow using
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these three input
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variables so this is uh uh done in order
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to pass the messaging session record ID
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to the Omni Channel flow I have created
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one more input field uh sorry one more
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input
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variable called record ID uh it should
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be K sensitive so make sure when you uh
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type record ID the I should be Capital
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all other U um characters should be in
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lower case and make sure available for
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input is
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enabled okay so now when this Omni
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Channel flow is
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invoked uh it will pass first name last
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name and email to these
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variables and the messaging session
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record ID will be passed to this record
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ID
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variable here I'm making use of get
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records flow element and then I'm
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checking whether an existing contact is
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found using the email that was entered
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by the
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visitor next using a decision element
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I'm checking whether the contact is not
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null if it is not
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null the contact is
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found I'm using a
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variable it is not uh input
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variable it is contact ID so this is a
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text variable I'm I'm getting the
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existing contact ID and assigning it to
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the contact ID
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field let's say the contact is not found
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using the email that was uh shared by
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the visitor it will create a contact for
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me I'm making use of create records flow
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element to create a contact record
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using the email first name and last name
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that was entered by the
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visitor using an assignment operator I'm
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assigning the contact ID with the newly
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created contact ID if an existing
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contact is found the contact ID variable
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will be assigned with the existing
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contact ID if the contact is not found
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it will create a contact record using
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Create records and then it will assign
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contact ID variable with the newly
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created contact
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record next I'm fetching messaging
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session
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record using update records I'm updating
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the messaging
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user I'm I'm finding the messaging user
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using
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the messaging uh sessions messaging user
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ID and I'm updating the contact with the
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newly created contact record so this is
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my Omni Channel flow the key thing to
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note here is these
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variables okay next create a messaging
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channel in the messaging channel for the
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Omni Channel routing select Omni flow
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and select the flow which was created so
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this is the Omni channel uh flow which I
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created so I have selected it
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uh if there are any issues running this
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flow it will go to this fall back que
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and then it will assign so have some
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users in the messaging session que you
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can name you can create a queue with any
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name and add some users so that you will
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have a
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backup here okay the next step
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is parameter
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mappings these three fields are standard
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custom uh pre-at field so using new
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button you should be able to map it when
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you create this mapping this is also
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case instiute so here I have first name
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last name and email so those are the
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flow variable names Salesforce
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automatically populates this parameter
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API name and channel variable
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name once this mapping is done we have
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to make use of Channel variable name
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last name and email so we have we should
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not use the API name make sure you are
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using the channel variable name and this
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is also case
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sensitive okay so now I know these are
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all the channel variable names my Omni
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Channel flow is ready messaging channel
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is also ready it is active now create
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embeded service deployment I'm using
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custom client deployment because I'm
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making use of Salesforce messaging for
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in happen with rest AP here make sure
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you have created sorry you have added
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the preat field
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values once this is done make sure you
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click the publish button once it is
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published we will be able to make all
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the rest AP codes as an agent let me go
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available for
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messaging so the first step is we have
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to get
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the
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token so I'm going
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to do a post request I have the access
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token I have a script which stores that
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in the variable called uh ma aw access
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token next we have to uh do a post
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request to create a conversation when
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you do this here only we have to make
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use of routing attributes to pass the
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pre- field values so here underscore
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first name underscore last name
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underscore email name
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are Channel variable
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names so these values will be passed to
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this flow and the Omni Channel flow will
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take care of all the uh logic whatever
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you have done to make use of the pre-art
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field values so let's see this an action
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in order to create um
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a conversation ID I'm making use of this
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sample piece of code so once I execute
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it it will create a uh conversation ID
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for me so that I can make use of
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it so this is the conversation ID I'm
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going to make use of
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it so now it will create a messaging
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session
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record it will invoke the Omni Channel
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flow it will pass these values if the
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existing contact is found it will create
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it will use the existing contact if
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there are no existing contacts with the
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email test test.com it will go and
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create a new contact I already have an
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have a contact with the test
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test.com so it will Fitch that contact
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and then it will link it to the
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messaging user let's see that so now I'm
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going to make a call to create a
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conversation
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it it got
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created as an agent I received
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it see it linked the contact using the
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existing contact so the Omni Channel
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flow was executed it
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uh it um it fed the contact it checked
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whether the contact is not not null it
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is done it is not null because there is
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an existing contact with that
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email uh it fed the messaging session it
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updated the messaging end user with the
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existing contact ID and using route to
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work it assigned it to the
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que okay now you
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can
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subscribe to the server side events if
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you want so that if I send a message as
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an agent you should be able to see see
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that in the S
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events so you can go and check whether
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that message is
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received
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okay okay this one is typing indicator
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okay this is the
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conversation the message that was
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sent is
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here okay the
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message okay so this is the message that
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was sent testing from agent so using
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this SSA subscription you should be able
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to do it if you want to send a message
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you can make use of
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this and you should be able to send a
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message if you want to close the
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conversation you can make use of this um
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delete request and then you should be
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able to um close the
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conversation so in order to send the
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pre-art field values kindly make use of
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routing
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attributes in the routing attributes
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make use of the channel variable AP and
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channel variable names and these are K
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sensitive so kindly make sure um it is
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also mapped with the flow
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variables in the messaging
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Channel please check the video
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description in the video description I
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have shared my blog post in the blog
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post you should be able to get the steps
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whatever we discussed uh in this video
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for your reference
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I hope it do
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helpful thank you for watching
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