ContactRequest

Represents a customer’s request for support to get back to them about an issue. This object is available in API version 45.0 and later.

Supported Calls

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

Fields

Field Name Details
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, or work order.
This is a polymorphic relationship field.
Relationship Name
What
Relationship Type
Lookup
Refers To
Account, Case, 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.