Some channels provide the functionality to initiate a conversation. This page will describe how to configure it.
If the channel is not configured yet you can do this via the configuration wizard. Click here for more information about how to configure a new channel.
Adding ‘Social25 Platform’ records via different ways then the configuration wizard will result in missing configuration.
When there are channels configured which has the initiate conversation functionality an extra button will be visible on the chat window.
When clicked on this button you go to a new tab where you can select the channel. When no additional configuration is 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.