Step 1: Open the record with a Chat Console #
Open any record detail page that includes the Chat Console, for example the Kristy contact record shown below.
Step 2: Select sender and recipient numbers #
Select the From number (Sender ID) and the To number you want to message.
The available To numbers are automatically loaded from the phone fields on the record you opened.
Step 3: Identify inactive sessions #
If there has been no incoming message from the user in the last 24 hours, the session is considered inactive.
In this case, you must send an approved template to initiate the conversation.
Step 4: Activate the session #
Once you send the template and the user replies, the inactive session becomes an active session.
You will receive a notification with blinking text saying “New Message”.
Step 5: Send messages in an active session #
In an active session, you can send the following:
- Free text messages
- Templates
- Quick Text
- Emojis
Chat Console Features #
Below is a description of all available features in the Chat Console.
1. Auto-reply #
Auto-reply helps send automated messages during non-business hours or when you are out of the office.
Clicking the Auto-reply icon opens a configuration popup.
Out of Office Settings #
You can define a From date and To date, then choose one of the following actions:
- Auto reply
Automatically sends the reply text you enter in the text box to the user during the out-of-office period. - Assign to user
Assigns the record for chat handling to one of your colleagues by searching and selecting their name.
Business Hours Settings #
Select your company’s business hours by searching for them, then enter the reply text that should be sent when a message is received outside business hours.
After completing the setup, click Save.
To remove the configuration, click Clear.
2. Enter button enable or disable #
Click this icon to enable or disable sending a message using the Enter key.
3. Schedule Message #
Click the Schedule Message icon to open the scheduling settings.
Select your preferred date and time. The message will be sent automatically at the selected time.
4. Chat color #
You can customize chat colors separately for inbound and outbound messages.
5. Quick Text #
Templates are usually created by Salesforce admins or users with access to template objects.
Quick Text, however, can be created by any user for their daily use.
Instead of retyping frequent messages, users can save Quick Text entries and reuse them.
Quick Text works like templates, but they are user-specific and owned by the creator.
In the Chat Console:
- Click the Quick Text button [1] to open the popup view [2].
- The left panel displays saved Quick Text entries [3].
- Selecting one shows its preview on the right panel [4].
- Click the Plus icon to create a new Quick Text [5].
Quick Text setup for the Chat Console #
When creating Quick Text for use in the ValueText Chat Console, the selected channel must be “WhatsApp” [6].
Note: Add a picklist value for the Channel field in the Quick Text object.
You can use merge fields [7]. After configuration, click Save.
Sending Quick Text #
- Select a Quick Text entry from the left panel and click Save.
- The text appears in the chat input box.
- Click Send to deliver the message to the recipient.
6. Attachments #
Click the attachment icon to upload and send files.
You can also record an audio message and send it directly from the console.
7. Emojis #
Click the emoji icon and select emojis to include in your message.
8. Download chat #
You can download the chat history currently loaded in the Chat Console as an XLS file.
9. Sound on or off #
Use this icon to enable or disable sound notifications for incoming messages.
10. Group Chat #
Click the Group Chat button to start a group chat.
This feature allows you and up to two colleagues to chat with a customer simultaneously.
You can invite colleagues by searching for their names and sending a request.
Once they accept, all participants can chat with the customer.
