--- schema_version: "1" id: e64fd4f971c4ff38eb7e3fa77c7dca5a5ecd0030be0a75d242be9680cfcb2672 title: EngagementInteraction collection: legacydeveloper version: current locale: en-us portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/mfg_api_devguide/sforce_api_objects_engagement_interaction.md canonical_url: https://developer.salesforce.com/docs/atlas.en-us.mfg_api_devguide.meta/mfg_api_devguide/sforce_api_objects_engagement_interaction.htm source_site: developer.salesforce.com content_type: documentation content_hash: a00b229d10a79fc0fc87fd1f045705665093fa5a018fb8f46eda6513fe5b44de description: Represents information about an interaction between a service representative or any other specialist in an organization and the organization’s customer. Engagement interactions can be initiated through communication channels and can cover one or more topics. For example, a customer can initiate an engagement interaction by calling a service representative to inquire about an insurance claim. This object is available in API version 55.0 and later. --- # EngagementInteraction Represents information about an interaction between a service representative or any other specialist in an organization and the organization’s customer. Engagement interactions can be initiated through communication channels and can cover one or more topics. For example, a customer can initiate an engagement interaction by calling a service representative to inquire about an insurance claim. This object is available in API version 55.0 and later. ## Supported Calls create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), search(), undelete(), update(), upsert() ## Special Access Rules The Manufacturing Cloud permission set license is required to use this object. ## Fields ### AttendeeVerificationTime - **Type**: dateTime - **Properties**: Create, Filter, Nillable, Sort, Update - **Description**: The time when the attendee was verified for the engagement interaction. You can manually set this time. If isAttendeeVerified is set to true, then if you don’t manually set this time, it’s set based on the current system date and time. ### CommunicationChannel - **Type**: picklist - **Properties**: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update - **Description**: Required. The communication channel through which engagement interaction occurs. Your Salesforce admin can define new field values or update the existing field values. - **Possible values**: - In Person - Video Call - Voice Call - Web Chat ### ContextId - **Type**: reference - **Properties**: Create, Filter, Group, Nillable, Sort, Update - **Description**: The ID of the record that’s considered as the context for the engagement interaction. For example, when a customer initiates an engagement interaction by booking a service appointment for an inquiry, the service appointment is the context for that engagement interaction. This field is a polymorphic relationship field. A polymorphic field is one where the related object can be one of several different types of objects. For example, the Who relationship field of a Task can be a Contact or a Lead. - **Relationship Name**: Context - **Relationship Type**: Lookup - **Refers To**: ServiceAppointment, Visit ### Duration - **Type**: string - **Properties**: Create, Filter, Nillable, Sort, Update - **Description**: Read-only. The duration of the engagement interaction based on the start date time and end date time. The duration is calculated when the end time is updated. ### EndDateTime - **Type**: dateTime - **Properties**: Create, Filter, Nillable, Sort, Update - **Description**: The date and time when the engagement interaction ends. ### ExternalIdentifier - **Type**: string - **Properties**: Create, Filter, Group, idLookup, Nillable, Sort, Update - **Description**: The unique external identifier of the engagement interaction. ### InitiatingAttendeeId - **Type**: reference - **Properties**: Create, Filter, Group, Nillable, Sort, Update - **Description**: The attendee who initiated the engagement interaction. This field is a polymorphic relationship field. A polymorphic field is one where the related object can be one of several different types of objects. For example, the Who relationship field of a Task can be a Contact or a Lead. - **Relationship Name**: InitiatingAttendee - **Relationship Type**: Lookup - **Refers To**: Account, Contact, Lead ### IsAttendeeAuthenticated - **Type**: boolean - **Properties**: Create, Defaulted on create, Filter, Group, Sort, Update - **Description**: Indicates whether the initiating attendee of the engagement interaction has been authenticated through IVR or Web channel (true) or not (false). - **Default value**: false ### IsAttendeeVerified - **Type**: boolean - **Properties**: Create, Defaulted on create, Filter, Group, Sort, Update - **Description**: Indicates whether the initiating attendee of the engagement interaction has been verified (true) or not (false). - **Default value**: false ### LastReferencedDate - **Type**: dateTime - **Properties**: Filter, Nillable, Sort - **Description**: The timestamp when the current user last accessed this record, a record related to this record, or a list view. ### LastViewedDate - **Type**: dateTime - **Properties**: Filter, Nillable, Sort - **Description**: The timestamp when the current user last viewed this record or list view. If this value is null, the user might have only accessed this record or list view (LastReferencedDate) but not viewed it. ### MappedState - **Type**: picklist - **Properties**: Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort - **Description**: Specifies the state of the engagement interaction that changes when the status of the interaction gets updated. - **Default value**: New - **Possible values**: - Completed - InProgress - New ### Name - **Type**: string - **Properties**: Autonumber, Defaulted on create, Filter, idLookup, Sort - **Description**: The name of the Engagement Interaction record. ### OwnerId - **Type**: reference - **Properties**: Create, Defaulted on create, Filter, Group, Sort, Update - **Description**: The Salesforce ID of the person who owns this engagement interaction record. This field is a relationship field. - **Relationship Name**: Owner - **Relationship Type**: Lookup - **Refers To**: User ### PhoneNumber - **Type**: phone - **Properties**: Create, Filter, Nillable, Sort, Update - **Description**: The phone number of the caller to get the context about the previous engagement interaction. This field is available in API version 57.0 and later. ### Reason - **Type**: string - **Properties**: Create, Filter, Nillable, Sort, Update - **Description**: The reason for the engagement as stated by the customer or their representative during the engagement interaction. This field is available from API version 56.0 and later. ### Sentiment - **Type**: picklist - **Properties**: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update - **Description**: The analyzed sentiment of the engagement interaction attendee about the engagement interaction. Your Salesforce admin can define new field values or update the existing field values. - **Possible values**: - Negative - Neutral - Positive ### StartDateTime - **Type**: dateTime - **Properties**: Create, Filter, Nillable, Sort, Update - **Description**: Required. The date and time when the engagement interaction starts. ### Status - **Type**: picklist - **Properties**: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update - **Description**: Specifies the status of the engagement interaction, which also impacts the interaction state. Your Salesforce admin can define new field values or update the existing field values. - **Possible values**: - Completed - In Progress - New ### Type - **Type**: picklist - **Properties**: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update - **Description**: Specifies the type of interaction that was initiated by the attendee. Your Salesforce admin can define new field values or update the existing field values. - **Possible values**: - Inbound - Outbound ## Usage ### Usage This object is used in the Verify Customer Identity and the Verify Customer Identity Base Flow flow templates. ## Associated Objects This object has the following associated objects. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version and later. **[EngagementInteractionChangeEvent](https://developer.salesforce.com/docs/atlas.en-us.264.0.industries_reference.meta/industries_reference/sforce_api_associated_objects_change_event.htm):** Change events are available for the object. **[EngagementInteractionFeed](https://developer.salesforce.com/docs/atlas.en-us.264.0.industries_reference.meta/industries_reference/sforce_api_associated_objects_feed.htm):** Feed tracking is available for the object. **[EngagementInteractionHistory](https://developer.salesforce.com/docs/atlas.en-us.264.0.industries_reference.meta/industries_reference/sforce_api_associated_objects_history.htm):** History is available for tracked fields of the object.