BrettWilliams | 2019-12-10 17:51:21 UTC | #1
We are working on screen pops for web chat (authenticated chat, v1.0) interactions through the Salesforce Embedded Client. As we look through existing documentation, the examples we're finding are based on SFDC's Classic experience. We are using a Lightning Console and wondering what the appropriate pattern would be for this scenario. Looking through the documentation around Lightning Experience, it says it does not support SF_URLPop, but doesn't state what it does support. We're going down the path of exploring Events, but it's a lot of coding. Wanted to validate our direction before we get further down the solution path.
Richard.Schott | 2019-12-10 19:02:23 UTC | #2
The first link you sent shows that for chat interactions we support both SFUrlPop and SFSearchValue as valid attributes for chat interactions. This is applicable to classic, console, and lightning. The second link calls out that "Lightning Experience does not support the use of the SF_URLPop custom attribute to screen pop a new record" The key portion here is the new record; because lightning introduces new records as a modal over the top of the screen, which prevents the user from interacting with our client to actually answer the call/chat.
Rob | 2019-12-10 22:09:09 UTC | #3
Richard.Schott, post:2, topic:6684
is the new record; beca
Can you elaborate on how the SFSearchValue launches a Salesforce screen pop and what needs to be configured to do this? For example, I've followed the code [here](https://developer.mypurecloud.com/api/webchat/authenticated-chat.html#authenticatedchatexample) and successfully populated the SFSearchValue with a contract number. I want a contract object to screen pop for that chat within Salesforce. The documentation around softphone layouts seems like it's more for phone interactions and not chat interactions. However, I have the softphone layout on an inbound call to "Display these salesforce.com objects" to have a Contract. In the call scenario the "screen pop settings" in the softphone layout can control what visual force page we launch. However, for chat the VS page doesn't fire. How do you configure the SF_SearchValue in Salesforce to be passed to a component that can launch an object?
Richard.Schott | 2019-12-11 17:46:10 UTC | #4
The softphone settings generally govern screenpop behavior of the client for all interaction types.
I'm a little unclear if you're wanting to pop to a visual force page or an object detail record, but those are both governed by the settings in the softphone layout. Which behavior is invoked is dependent on the result of the search function (i.e. no match, one match, multiple matches).
One thing worth noting is that you would need to refresh the page in order to pick up saved changes in the softphone layout, as these settings are picked up on page load. This could have an impact on your testing if you're making changes to the softphone layout and not refreshing, as the changes won't be picked up (I might have run into this a couple of times and gotten really frustrated with what I was seeing :-) )
system | 2020-01-11 17:59:08 UTC | #5
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