EngagementInteraction

Represents information about an interaction between a service representative or any other specialist in an organization and the organization’s customer. Engagement interactions can be initiated through communication channels and can cover one or more topics. For example, a customer can initiate an engagement interaction by calling a service representative to inquire about an insurance claim. This object is available in API version 55.0 and later.

Supported Calls

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

Special Access Rules

The Manufacturing Cloud permission set license is required to use this object.

Fields

Field	Details
AttendeeVerificationTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The time when the attendee was verified for the engagement interaction.
CommunicationChannel	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The communication channel through which engagement interaction occurs. Possible values are: `In Person` `Video Call` `Voice Call` `Web Chat`
ContextId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The ID of the record that’s considered as the context for the engagement interaction. For example, when a customer initiates an engagement interaction by booking a service appointment for an inquiry, the service appointment is the context for that engagement interaction. This field is a polymorphic relationship field. Relationship Name Context Relationship Type Lookup Refers To ServiceAppointment, Visit
Duration	Type string Properties Create, Filter, Nillable, Sort, Update Description The duration of the engagement interaction based on the start date time and end date time.
EndDateTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The date and time when the engagement interaction ends.
ExternalIdentifier	Type string Properties Create, Filter, Group, idLookup, Nillable, Sort, Update Description The unique external identifier of the engagement interaction.
InitiatingAttendeeId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The attendee who has initiated the engagement interaction. This field is a polymorphic relationship field. Relationship Name InitiatingAttendee Relationship Type Lookup Refers To Account, Contact, Lead
IsAttendeeAuthenticated	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the initiating attendee of the engagement interaction has been authenticated through IVR or Web channel (true) or not (false). The default value is `false`.
IsAttendeeVerified	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the initiating attendee of the engagement interaction has been verified (true) or not (false). The default value is `false`.
MappedState	Type picklist Properties Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort Description Specifies the state of the engagement interaction that changes when the status of the interaction gets updated. Possible values are: `Completed` `InProgress` `New` The default value is `New`.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description The name of the Engagement Interaction record.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The Salesforce ID of the person who owns this engagement interaction record. This field is a relationship field. Relationship Name Owner Relationship Type Lookup Refers To User
Sentiment	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The analyzed sentiment of the engagement interaction attendee about the engagement interaction. Possible values are: `Negative` `Neutral` `Positive`
StartDateTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The date and time when the engagement interaction starts.
Status	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description Specifies the current status of the engagement interaction, which also impacts the interaction state. Possible values are: `Completed` `In Progress` `New`
Type	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description Specifies the type of interaction that was initiated by the attendee. Possible values are: `Inbound` `Outbound`

Usage

This object is used in the Verify Customer Identity flow template.

Associated Objects

This object has the following associated objects. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version and later.

EngagementInteractionChangeEvent: Change events are available for the object.
EngagementInteractionFeed: Feed tracking is available for the object.
EngagementInteractionHistory: History is available for tracked fields of the object.