The Pendula Settings tab controls settings specific to the Pendula Salesforce app.

These settings will be configured by Pendula as part of your onboarding. You shouldn't need to update or change these settings after initial configuration.

Pendula syncs all messages created by flows or through the console to your Salesforce org as message records.

Create message recipient record

When this setting is enabled, Pendula creates message recipient records that match inbound or outbound messages with the email address or phone number associated with the Lead, Contact, User or Person Account that received or initiated the message.

Where email addresses and phone numbers are shared across records, a message recipient record will be created for each matching record.

If you are using Console, messages will appear in each instance of the Console with matching phone numbers. This ensures that an agent using Console on the Lead record sees the same conversation as another agent using Console on the Contact record (for example), so that each agent has the same context of the active conversations with the recipient.

This section lets you choose which records are included in the message recipient matching process (at least one must be selected).

Match all potential Contacts

Matches any Contact that has the email address or mobile phone number associated with this message.

Match all potential Leads

Matches any Lead that has the email address or mobile phone number associated with this message.

Match all potential Users

Matches any User that has the email address or mobile phone number associated with this message.

Match all potential Person Accounts

Matches any Person Account that has the email address or mobile phone number associated with this message.