Configuring Record Types

Users need to configure Record Types for all those entities with whom they want to message. Also, at times a record can have multiple phone numbers. Messages will be sent to the phone numbers selected in the ‘Phone Number Field’.

Note: Against one Entity, only one Record Type can be created.

• Click on +New Record Type to create New Record.

Fill in the following details

• Record Type: Select the entity to which the message should be sent.

Note: While configuring, in background, we have a logic to create field. Due to this, it is extremely important that System Admins give privileges to the users.

• Related record type: Select entity to initiate chat related to entity set in record type

• Compliance Field: For the system to decide, whether the message should be sent, the message Compliance Field is used.The Compliance Field lists all the Boolean Fields within the Record.

  • If the value is selected as Yes, messages will be sent.

  • If the value is selected as No, messages will not be sent.

Note: In case Compliance Field is not set, the message will be directly sent without validation. In the screenshot below, we have selected ‘Allow Conversation’, you may select a field as per your preference.

• Phone Number Field: In the Phone Number Field, all the multiple phone number fields within a Record are listed and you can choose whichever contact as preferred. But please note that the particular field selected should have a working contact number.

Note: It is extremely important for the selected contact numbers to have Country Codes.

• Default Country Code: Provide the required country code.

• Priority Order: lets you choose which type of record (e.g., Contact, Account) should be used first in the customer field when a chat comes in. If multiple records match, the system picks the one with the highest priority.

For further queries, reach out to us at [e-mail]