Channel-Object Linking is a legacy tool that links contact records to phone calls, web
chat sessions, and messaging sessions in standard Facebook and WhatsApp channels.
Important Check out Individual-Object Linking for a modernized, flexible
solution. Individual-Object Linking associates lead, contact, employee, and person account
records to voice calls, cases from Email-to-Case, and messaging sessions in all channels.
Add Channel-Object Linking Rules for Voice Calls (Beta) Create object-linking rules for incoming customer voice calls. When a support rep accepts a call in the workspace, prompt them to choose from recommended contact records, search for a record, or add a new one. The phone channel supports linking only to contact records.
Support Rep Experience for Channel-Object Linking (Beta) While the support rep is in a session with a user, a notification appears in the Lightning console when a rule takes place. The support rep can click the link in the notification to get more detail or perform other actions.
