EngagementInteraction

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.

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.

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.