Industries Common Resources Developer Guide
jSummer '26 (API version 67.0)
Spring '26 (API version 66.0)
Winter '26 (API version 65.0)
Summer '25 (API version 64.0)
Spring '25 (API version 63.0)
Winter '25 (API version 62.0)
Summer '24 (API version 61.0)
Spring '24 (API version 60.0)
Winter '24 (API version 59.0)
Summer '23 (API version 58.0)
Spring '23 (API version 57.0)
Winter '23 (API version 56.0)
Summer '22 (API version 55.0)
Spring '22 (API version 54.0)
Winter '22 (API version 53.0)
Summer '21 (API version 52.0)
Spring '21 (API version 51.0)
Integrate the Engagement Objects Into Your CTI System
IndustriesSettings
Industries Object Access by Community License
Access Industries Features Deployed Using Managed Packages
Engagement
Use the engagement objects to store details about an engagement between a customer and a
customer service representative.
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Engagement Data Model
The engagement data model stores details, such as start date and end date, time, topic, and attendees, about an interaction between a customer or a customer-authorized representative and a customer service representative (CSR) or contact center agent (CCA). You can add up to 50 custom fields each in the EngagementAttendee, EngagementInteraction, and EngagementTopic objects. The engagement objects also support quick actions that help CCAs to perform routine actions quickly without navigating to multiple pages. CCAs can also create personalized list views for engagement objects by using the My engagement attendees, My engagement interactions, and My engagement topics filters. You can give Experience Cloud users in Industries clouds access to these objects so they can use Engagement objects. -
Engagement Connect APIs
With the Engagement Connect REST APIs, you can create, delete, and get Engagement Interaction, Engagement Attendee, and Engagement Topic records. -
Apex Reference
This Apex reference goes into detail about the built-in Apex ConnectApi classes and interfaces. -
Integrate the Engagement Objects Into Your CTI System
Modify your CTI adapter so that when a customer service representative (CSR) accepts an incoming call using the softphone, an engagement interaction record for the call is created. Engagement Interaction is part of the Engagement data model, which has two other objects, Engagement Attendee and Engagement Topic. These objects store details such as the start and end date and time of an interaction, what an interaction is about, and attendee details.