ContactRequest

Supported Calls

create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), undelete(), update(), upsert()

Fields

Field Name	Details
LastReferencedDate	Type dateTime Properties Filter, Nillable, Sort Description The timestamp for when the current user last viewed a record related to this record.
LastViewedDate	Type dateTime Properties Filter, Nillable, Sort Description The timestamp for when the current user last viewed this record. If this value is null, this record might only have been referenced (`LastReferencedDate`) and not viewed.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description The contact request number.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description ID of the Salesforce record that owns the request.
PreferredChannel	Type picklist Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The channel the customer selected as their preferred method of communication in the contact request flow. For example: Phone
PreferredPhone	Type phone Properties Create, Filter, Group, Nillable, Sort, Update Description The phone number the customer provided when requesting help in the contact request flow.
RequestDescription	Type textarea Properties Create, Nillable, Update Description The description of the customer’s issue that they provided when requesting help in the contact request flow.
RequestReason	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Sort, Update Description The reason the customer provided when requesting help in the contact request flow. These values are customizable in Object Manager. The default values are: Account Billing Case General Order Other Product
Status	Type picklist Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The status of the contact request. For example: Abandoned Attempted Contacted New
WhatId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description ID of the Salesforce record the contact request is related to, such as an account, case, opportunity, or work order.
WhoId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description ID of the Salesforce contact record the contact request is related to, such as a contact, lead, or user.

Usage

Contact request records are created when a customer fills out an online form. This form is created using a flow that uses the type ContactRequestFlow. There’s a guided setup experience to create this flow on the Customer Contact Requests page in Setup. You then add the flow to a community using either the Flows component or the Contact Request Button & Flow component.

Contact Request works in public communities and communities that require authentication. Make sure that your community users have the Run Flows permission, including your Guest User profile that’s used in public communities. Without this permission, members won’t see the button or the form to submit contact requests.

By default, all Standard User and System Administrator profiles have access to the object. Make sure that your users profiles, like service agents, have at least read access on the contact request object.

You can create queues for contact requests and route them with Omni-Channel.

Object Reference for Salesforce and Lightning Platform

Supported Calls

Fields

Usage

See Also