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

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.
LastReferencedDate
Type
dateTime
Properties
Filter, Nillable, Sort
Description
The timestamp when the current user last accessed this record, a record related to this record, or a list view.
LastViewedDate
Type
dateTime
Properties
Filter, Nillable, Sort
Description
The timestamp when the current user last viewed this record or list view. If this value is null, the user might have only accessed this record or list view (LastReferencedDate) but not viewed it.
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.
RecordTypeId
Type
reference
Properties
Create, Filter, Group, Nillable, Sort, Update
Description
The identifier of the record type object. Available in API version 62.0 and later.
Relationship Name
RecordType
Refers To
RecordType
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.

EngagementAttendeeChangeEvent
EngagementAttendeeFeed
EngagementAttendeeHistory