HandoffsSalesforceSalesforce Messaging

Updating fields in the handoff block

Overview

This article describes how to update and map custom fields in the Salesforce Messaging handoff block. This allows you to pass additional information from your Ada AI Agent to Salesforce during handoffs.

Prerequisites

Before beginning, ensure that the fields you want to add to the block are already set in the Pre-Chat fields in your embedded service deployment.

Ensure that Activate the pre-chat feature is selected and Pre-Chat Display Frequency is set to Every Session. If you are configuring these for the first time, make sure to save them and then publish your embedded service deployment so those changes appear.

Pre-chat fields configuration

Updating field mapping

To update the field mapping in the handoff block, make sure to share the key fields with your Ada team. The key fields required to map are:

  1. description: Name of the field provided by the customer.

  2. display_name: The Parameter Name displayed in the block.

  3. id: The Parameter API Name provided by the customer from their Salesforce Custom Parameters/Parameter Mappings. This is the most important field required to ensure correct mapping.

    Parameter API Name

  4. Your Ada team will use this information to update the fields in the block. Once configured, these fields will be available as optional inputs in the Salesforce Messaging Utils block.