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

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.
Your Salesforce admin can define new field values or update the existing field values.
Possible values:
- 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. 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).
Default value: 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).
Default value: 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.
Default value: New
Possible values:
- Completed
- InProgress
- 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.
Your Salesforce admin can define new field values or update the existing field values.
Possible values:
- Negative
- Neutral
- Positive

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.
Your Salesforce admin can define new field values or update the existing field values.
Possible values:
- 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.
Your Salesforce admin can define new field values or update the existing field values.
Possible values:
- Inbound
- Outbound

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

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