Salesforce Messaging handoff setup

Overview

This article describes how to set up the Salesforce Messaging handoff dialog in your Ada AI Agent after your Ada team confirms the configuration is complete.

Setting up the handoff dialog

Once your Ada team confirms configuration is complete:

1. In the Handoff to Support answer, add the Salesforce Messaging Utils block to the answer.

   

2. Since the Sunshine Conversation ID needs to be passed, it is recommended to add a Capture block or other Action blocks before the Salesforce Messaging Utils.

3. You can save the options returned or captured into variables and pass them in the block.

4. The Sunshine Conversation ID is a mandatory field, while other Optional Inputs that appear in the dropdown are the Pre-Chat fields set by the customer in Salesforce.

   To add other Salesforce fields to the block, you will need to set up the pre-chat fields in Salesforce and share the Field API names with your Ada team. This is covered in Updating fields in the handoff block.

5. Ensure no blocks are placed after the Salesforce Messaging Utils block in your answer (these blocks will not be displayed after the handoff).

6. Make sure to set a Fallback Answer in case of failed connection scenarios.

Best practices

• Test the handoff flow thoroughly before deploying to production
• Monitor handoff success rates to ensure proper configuration
• Keep pre-chat fields minimal to avoid overwhelming customers
• Use variables to pre-populate fields when possible to improve customer experience