---
schema_version: "1"
id: ce00f4b5313bbedea52f28a7944acce1d3501a22fc3e5b69ff1efbefa15750ff
title: Help Your Team Manage Sales Conversations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/sales_einstein_bots_manage_conversations.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.sales_einstein_bots_manage_conversations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ae965e2b3b1c5813cf1525b23c7c792d722322d9d76984bf8c2ecc26622b2456
description: Let your sales team manage conversations and live chat from one place. Create a Messaging Session record page that contains conversation and customer record components. Then create a compact layout so your team can see more information about incoming chats in their Omni-Channel widget.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# Help Your Team Manage Sales Conversations

Let your sales team manage conversations and live chat from one place. Create a Messaging Session record page that contains conversation and customer record components. Then create a compact layout so your team can see more information about incoming chats in their Omni-Channel widget.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with Sales in <strong>Performance</strong> and <strong>Unlimited</strong> Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with Sales Engagement, which is available in <strong>Performance</strong> and <strong>Unlimited</strong> Editions, and for an extra cost in <strong>Professional</strong> and <strong>Enterprise</strong> Editions</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d102879e84">User Permissions Needed</th>
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        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d102879e84 ">To create Lightning pages:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d102879e84 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d102879e84 ">To view Lightning pages:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d102879e84 ">View Setup and Configuration</td>

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      </table>

1. To let your team see their messaging session details in contact records, create a contact action.
    1. For the action type, select **Update a Record**. And for the standard label type, select **Update \[Record\]**.
2. To let team members track their sales conversations easily, create a Messaging Session record page.
    1. For the page template, select **Pinned Left Sidebar (2 regions)** or **Header and Left Sidebar**.
    2. In Lightning App Builder, add the Enhanced Conversation component to the left sidebar. Then add the Highlights component and two Related Records components to the right side of the page.
    3. Select a Related Record component and label it Contact. Then edit the Lookup Field. For the First Lookup, select **Messaging User Contact**. And for the Second Lookup, select **Use This Contact**.
    4. Select the other Related Record component and label it Lead. Then edit the Lookup Field. For the First Lookup, select **Lead**. And for the Second Lookup, select **Use This Lead**.
    5. Assign this page as the app default for Online Sales, Sales, and Sales Console.
3. To see your customer’s name in the Omni-Channel widget and record page, create a custom Messaging Session field that stores the chatting customer’s name.
    1. For the data type, select **Formula**. And for the formula return type, select **Text**.
    2. In the Advanced Formula tab, insert the Messaging User Name field. After the field’s API name, add & ‘ |  Ready to Live Chat’ so that the formula field contains MessagingEndUser.Name & ‘ |  Ready to Live Chat’.
4. To show the Messaging Session object in your team members’ Omni-Channel widget, create a compact layout for the Messaging Session object.
    
    1. Add the custom Messaging Session field you created and the Status, Start Time, and Origin fields to the layout.
    2. Change the primary compact layout to your custom record page.
    
    ![Omni-Channel widget with customer's name, team member's name, live chat status, and date](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/sales_productivity/images/sales_einstein_bots/omni-channel-live-chat.png)

#### See Also

- [Create Object-Specific Quick Actions](https://help.salesforce.com/s/articleView?id=platform.creating_object_specific_actions.htm&type=5&language=en_US)
- [Lightning Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_page_overview.htm&type=5&language=en_US)
- [Build a Formula Field](https://help.salesforce.com/s/articleView?id=platform.customize_formulas.htm&type=5&language=en_US)
- [Compact Layouts](https://help.salesforce.com/s/articleView?id=platform.compact_layout_overview.htm&type=5&language=en_US)