ContactRequest

Supported Calls

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

Fields

Field Name	Details
AvailableCallbackAttempts	Type integer Properties Create, Filter, Group, Nillable, Sort, Update Description Specifies the number of retries that are possible for a voice callback. Applies to calls routed through Omni-Channel Unified Routing. Valid values are `0` through `5`. The default is `0`. Available in API version 66.0 and later.
DelayBetweenCallbackAttempts	Type integer Properties Create, Filter, Group, Nillable, Sort, Update Description Specifies the delay between voice callback attempts in minutes. Applies to calls routed through Omni-Channel Unified Routing. Valid values are `0` through `10,080`, and the default is `0`. Available in API version 66.0 and later.
IsCallback	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Determines how a voice call callback is handled after an agent accepts the callback work item. If set to `true`, when an agent accepts the work item, the Omni-Channel utility doesn’t immediately dial the callback phone number. Instead, the agent can determine how to handle the call. For example, after the agent accepts the work item, they can view the callback details, transfer the call, or contact the end user at another phone number. If the agent makes a call by using click-to-dial, the call appears as a Callback call in the Omni-Channel utility. If set to `false`, when the agent accepts the work item in the Omni-Channel utility, the contact request is opened. The agent can review callback details. If they call with click-to-dial, the call appears as an Outbound call in the Omni-Channel utility. The default value is `false`. Available in API version 60.0 and later.
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. This is a polymorphic relationship field. Relationship Name Owner Relationship Type Lookup Refers To Group, User
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, voice call, or work order. This is a polymorphic relationship field. Relationship Name What Relationship Type Lookup Refers To Account, Case, Contact Request, Opportunity, WorkOrder
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. This is a polymorphic relationship field. Relationship Name Who Relationship Type Lookup Refers To Contact, Lead, 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 an Experience Cloud site using either the Flows component or the Contact Request Button & Flow component.

Contact Request works in Experience Cloud sites, whether they require authentication or not. Make sure that your users have the Run Flows permission, including your Guest User profile. 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.

Associated Objects

This object has the following associated objects. Unless noted, they are available in the same API version as this object.

ContactRequestOwnerSharingRule: Sharing rules are available for the object.
ContactRequestShare: Sharing is available for the object.

Object Reference for the Salesforce Platform

Supported Calls

Fields

Usage

Associated Objects

See Also