Some channels provide the functionality to initiate a conversation. This page describes how to configure initiating a conversation from the chat window.
Add the channel to Social25
In order to use a channel (SMS number or WhatsApp number) with Social25, it first has to be added via the configuration wizard. This article explains how to do this.
Adding ‘Social25 Platform’ records via different ways than the configuration wizard will result in missing configuration.
Use the '+' in the chat window to initiate a conversation
After your channel (SMS number or WhatsApp number) has been added to Social25, you can use the '+' button will be visible in the chat window to initiate a conversation.
Clicking this button will allow you to select the channel to initiate the conversation. If no additional configuration (described below) has been done, the ‘Select Channel’ dropdown menu will show all possible configured channels.
Filter the ‘Select Channel’ dropdown menu
If the ‘Select Channel’ dropdown menu is too long because there are many channels configured, there is a possibility to filter this menu based on a value of the related record where you placed the chat window.
To specify the field of the related record, edit the lightning record page and select the correct field where the filter should take the value from.
Configure the filter
Go to the ‘Social25’ app and select the tab ‘Initiate Platform Filter Field Name'
When this tab is not visible, you can also click on the app launcher and search for ‘Initiate Platform Filter Names’
Click on the ‘New’ button on the ‘Initiate Platform Filter Field Name’ page to add a new filter. You will see only one field to fill in. The value to specify here should reflect the value from the related record of the chat window you configured earlier.
Now you can add channels to this filter by clicking on the ‘New' button next to the ‘Initiate Platform Filter Mappings’ related list.
On the next page you can search and select the channel you want to add to this filter. You have to repeat this step for every channel you want to add to this filter.
After setting up these filters, the ‘Select Channel’ dropdown menu on the chat window will be filtered based on the value from the selected field of the related record.
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