Configure Inbound Acknowledgements and Outbound Typing Indicators

Certain acknowledgements and indicators are enabled by default in Bring Your Own Channel for CCaaS: typing indicators for reps (reps can see when an end user is typing) and outbound message read and delivery receipts.

Other types require partner setup before admins can enable them: typing indicators for messaging end users (end users can see when a rep is typing) and inbound message acknowledgments. These rely on platform events for BYOC for CCaaS Messaging channels, so partners and admins can opt in to either, both, or neither based on how they plan to use their platform event allotments.

To show or hide Show messaging users read and delivered receipts and Show agent typing indicator settings on a channel’s Messaging Settings page, set these fields on the ConversationChannelDefinition record.

  • EventCapabilitiesIsInboundAcknwOptionExposed:
    • Set this field to true to permit the Salesforce admin to opt in to read receipts and delivery receipts for inbound messages.
    • Set this field to false to turn off inbound acknowledgments and hide the setting from the Salesforce admin in the Messaging Settings.
    • Default is false.
  • EventCapabilitiesIsTypingIndicatorOptionHidden:
    • Set this field to false to permit the Salesforce admin to opt in to typing indicators for outbound messages (messaging end users can see when a rep is typing).
    • Set this field to true to turn off typing indicators for outbound messages and hide the setting from the Salesforce admin in the Messaging Settings. Messaging end users won’t be able to see when a rep is typing.
    • Default is false.

When a Salesforce admin selects Show agent typing indicator or Show messaging users read and delivered receipts, it takes up to an hour for these typing indicators or read and delivery receipts to be active on a Messaging channel.

See Also