Add custom fields to the Messaging Session object to store context variables, such as the campaign ID, Service Campaign Member ID and agent prompt messages.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses. |
| Available in: LWR and Aura |
| Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on |
| Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses. |
| User Permissions Needed | |
|---|---|
| To create or change custom fields: | Customize Application |
| To access Object Manager: | View Setup and Configuration |
Custom fields on the Messaging Session object hold the metadata for proactive interactions. These fields ensure that the Agentforce Service agent knows which specific campaign a customer belongs to and what troubleshooting steps to follow.
- From Setup, in the Quick Find box, enter Object Manager, and then select Object Manager.
- On the Object Manager page, use the internal Quick Find box to search for Messaging Session, and then click Messaging Session to open its detail page.
- From the left menu, click Fields & Relationships.
- Click New.
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Create three fields to store your tracking data, including a text field for the Service
Campaign ID, a text field for the Service Campaign Member ID, and a long text area field for
the Service Agent prompt.
You can customize these names based on your business needs.
- Set the Field-Level Security to be visible for your administrator and agent profiles.
- Save your changes.