Work.com Developer Guide

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Extend Work.com with Custom Solutions
Set Up Your Work.com Development Org
Develop a Workplace Command Center Solution
Package and License a Workplace Command Center Component
Understand the Work.com Data Model
Model Workplace Reopening with Shift Management
Evaluate When to Open or Close Locations with Workplace Strategy Planner
Add a Support App to Employee Workspace with Employee Concierge
Implement a Queue Management Visitor Experience
Queue Management Implementation Instructions
Queue Management Object Model
PDF

Queue Management Implementation Instructions

These instructions guide you through the process of creating a customized visitor experience using Queue Management Salesforce objects.

These steps are automatically performed when you install the Queue Management Visitor Sign-Up Experience package. To learn more, see Create a Visitor Sign-Up Form.

Important

Before following the implementation instructions, review these prerequisites:

  • SMS is the only supported channel type for Broadcast Messaging.

  • You must have a Messaging channel for SMS text messages associated with a working phone number. You can use a short code, or toll free number. You must have access to the MessagingChannel record.

  • Your messaging channels must be associated with a queue.

  • You must create a queue (a LocationWaitlist record) using the Digital Waitlist app.

  • You must create a form that asks for the necessary information to create a wait-list party. This form must include: a name, mobile number, party size, and that the person opts-in to receiving messages.

Once a person fills out the form with the relevant information, use the Salesforce API (SOAP, REST, or Apex) to create a wait-list party.

  1. Using the ID of the LocationWaitlist record, get the Status field. Check that the Status is "Open".
  2. Create a MessagingEndUser record. This record contains the following relevant fields: MessageType (set to "text"), MessagingChannelId, MessagingConsentStatus (set to "ExplicitlyOptedIn" or "ImplicitlyOptedIn", depending on your workflow), MessagingPlatformKey (contains the phone number of the customer with the country code appended), Name (contains the name of the customer). This record is used by Digital Engagement for checking the consent when sending an SMS message.

    Be sure that the customer has opted in before creating this record with an opted-in consent status!

    Important

  3. Create a LocationWaitlistedParty record, which stores the wait-list party information. Relevant fields include: MobilePhone, Name, PartySize, PartyStatus (set to "waiting"), and the WaitlistId (set to the ID of the LocationWaitlist record).

When the Status field of the LocationWaitlistedParty record changes, Salesforce uses the Messaging template and the Messaging channel to send an SMS message to the number specified. When the status changes to “canceled”, the customer is removed from the wait-list.