How to
Setting up the Console messages flow in Pendula
This article outlines how to set up a flow in Pendula to send and receive the 1:1 Console messages that are displayed on the Console component on Salesforce objects.
Pre-requisites
- Pendula for Salesforce integration activated in your Pendula tenant
- The Pendula Salesforce Managed Package installed in your SFDC organisation
- The Console component added to all relevant objects in SFDC
- Pendula Activity Sync activated and sending events from Pendula to Salesforce
Setting up the flow
- Create a new flow in the Experience & Workflow studio and call it 'Console Messages Flow'.
- Add the Salesforce event trigger. Select Console Message as the triggering object, and set the trigger condition as 'When a record is created'. This will trigger the flow when a user sends a 1:1 message (i.e. creates a new Console Message record) from the Pendula Console in Salesforce.
- Add a 'Update record' action next in the flow. Select the Console Message as the record to be updated, and using the merge field explorer, enter the ID field of that object from the trigger node. See this article for how to find and use merge fields in the data explorer.
- The final node in the flow is the Conversation node. Configure the recipient to be the phone number from the Console Message object (
Pendula4E__To_Number__c
) and the Console Message body (Pendula4E__Body__c
) as a merge field in the Message body field.
- In the 'Replies' tab of the Conversation node, set an 'any-reply' path and delete any other paths.
- The flow should have 3 total nodes. Activate the flow and test by sending a 1:1 message from the Console component in Salesforce.