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. You can manually set this time. If `isAttendeeVerified` is set to true, then if you don’t manually set this time, it’s set based on the current system date and time.
CommunicationChannel	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description Required. The communication channel through which engagement interaction occurs. Possible values are: `In Person` `Video Call` `Voice Call` `Web Chat` Your Salesforce admin can define new field values or update the existing field values.
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. A polymorphic field is one where the related object can be one of several different types of objects. For example, the Who relationship field of a Task can be a Contact or a Lead. Relationship Name Context Relationship Type Lookup Refers To ServiceAppointment, Visit
Duration	Type string Properties Create, Filter, Nillable, Sort, Update Description Read-only. The duration of the engagement interaction based on the start date time and end date time. The duration is calculated when the end time is updated.
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 initiated the engagement interaction. This field is a polymorphic relationship field. A polymorphic field is one where the related object can be one of several different types of objects. For example, the Who relationship field of a Task can be a Contact or a Lead. 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
PhoneNumber	Type phone Properties Create, Filter, Nillable, Sort, Update Description The phone number of the caller to get the context about the previous engagement interaction. This field is available in API version 57.0 and later.
Reason	Type string Properties Create, Filter, Nillable, Sort, Update Description The reason for the engagement as stated by the customer or their representative during the engagement interaction. This field is available from API version 56.0 and later.
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` Your Salesforce admin can define new field values or update the existing field values.
StartDateTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description Required. The date and time when the engagement interaction starts.
Status	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description Specifies the status of the engagement interaction, which also impacts the interaction state. Possible values are: `Completed` `In Progress` `New` Your Salesforce admin can define new field values or update the existing field values.
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` Your Salesforce admin can define new field values or update the existing field values.

Usage

This object is used in the Verify Customer Identity and the Verify Customer Identity Base Flow flow templates.

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.