Public Sector Solutions Developer Guide

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Public Sector Solutions Data Models
Public Sector Solutions Standard Objects
PublicSectrSltn Namespace
Public Sector Solutions APIs
Public Sector Solutions Standard Invocable Actions
Public Sector Solutions Tooling API Objects
Public Sector Solutions Metadata API Types
Public Sector Solutions Associated Objects
StandardValueSet Names and Standard Picklist Fields
Accounting Subledger
Action Launcher
Business Rules Engine
Criteria-Based Search and Filter
Decision Explainer
Discovery Framework
Engagement
Engagement Data Model
Engagement Connect APIs
Apex Reference
ConnectApi Namespace
EngagementContainerConnect Methods
Input Classes
ConnectApi.EngagementCustomFieldsInput
ConnectApi.EngagementAttendeeCreateInput
ConnectApi.EngagementInteractionCreateInput
ConnectApi.EngagementTopicCreateInput
ConnectApi.EngagementsCreateInput
Output Classes
DataRetrieval Namespace
Integrate the Engagement Objects Into Your CTI System
Group Membership and Households
Identity Verification
Intelligent Document Reader
Interest Tagging
Omnistudio Business APIs
Outcome Management Developer Guide
Record Alerts
Record Rollup Definitions
Service Process Studio
Timeline
PDF

ConnectApi.EngagementInteractionCreateInput

Input representation to create an engagement interaction record.
Property Type Description Required or Optional Available Version
attendeeAuthenticated Boolean Indicates whether the initiating attendee of an engagement interaction was authenticated through interactive voice response (IVR) or Web channel (true) or not (false).

The default value is false.

 Optional 55.0
attendeeVerificationTime String The time when the attendee was verified for an engagement interaction. You can manually set this time. If isAttendeeVerified is set to true, then if you don’t manually set this time, it is set based on the current system date and time. Optional 55.0
attendeeVerified Boolean Indicates whether the initiating attendee of an engagement interaction was verified (true) or not (false). Required 55.0
communicationChannel String The communication channel through which an engagement interaction occurred. Possible values are:
  • In Person
  • Video Call
  • Voice Call
  • Web Chat
You can set custom values.		 Required 55.0
contextId String The ID of the record that’s considered as the context for an 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. Optional 55.0
customFieldsList List<ConnectApi.EngagementCustomFieldsInput> The custom fields and their values for engagement interactions. Optional 56.0
endDateTime String The date and time when an engagement interaction ended. Optional 55.0
engagementAttendees List<ConnectApi.EngagementAttendeeCreateInput> Create engagement attendee records. 55.0
engagementTopics List<ConnectApi.EngagementTopicCreateInput> Create engagement topic records. 55.0
externalIdentifierId String The unique external identifier of an engagement interaction. Optional 55.0
id String The ID of an engagement interaction. Required 55.0
initiatingAttendeeId String The attendee who has initiated the engagement interaction. Optional 55.0
mappedState String The state of an engagement interaction that changes when the status of the interaction gets updated. Possible values are:
  • Completed
  • In Progress
  • New
The default value is New.		 Optional 55.0
phoneNumber String The phone number of the caller who initiates an engagement interaction.

The phone number is used to get the context of the previous engagement.

Note

 Optional 57.0
reason String The reason for an engagement as stated by a customer during the engagement interaction. Optional 56.0
sentiment String The sentiment of an engagement interaction attendee about the engagement interaction. Possible values are:
  • Negative
  • Neutral
  • Positive
You can set custom values.		 Optional 55.0
startDateTime String The date and time when an engagement interaction started. Required 55.0
status String The current status of an engagement interaction, which also impacts the interaction state. Optional 55.0
type String The type of interaction that was initiated by the attendee. Possible values are:
  • Inbound Interaction
  • Outbound Interaction

You can set custom values.

 Optional 55.0