Configure Inbound Acknowledgements and Outbound Typing Indicators

Typing indicators for reps and outbound message read and delivery receipts are supported and enabled by default. But partners must take steps to let admins enable typing indicators for messaging end users and inbound message acknowledgments. Typing indicators for end users and inbound acknowledgments rely on platform events for Bring Your Own Channel for Messaging channels. Partners and admins can opt in to them or not, depending on how they plan to use platform event allotments. They can also opt in to one setting and not the other.

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

  • IsInboundReceiptsEnabled:
    • Set this to true to permit the Salesforce admin to opt in to read receipts and delivery receipts for inbound messages.
    • Set this to false to disable inbound acknowledgments and hide the setting from the Salesforce admin in the Messaging Settings.
    • Default is false.
  • IsTypingIndicatorDisabled:
    • Set this to false to permit the Salesforce admin to opt in to typing indicators for outbound messages.
    • Set this to true to disable typing indicators for outbound messages and hide the setting from the Salesforce admin in the Messaging Settings.
    • 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.

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