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Transferring Pre Chat Data to Your Salesforce Agents
May 15, 2025
We can pass Pre-Chat information to Salesforce Agentforce Agents. In order to do so, update the Messaging Session record with the Pre-Chat information. In the Agentforce Agent, use the Messaging Session Context Variable to refer it.
Blog Post:
https://www.infallibletechie.com/2025/05/transferring-pre-chat-data-to-salesforce-agentforce-agent.html
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0:06
hello everyone In this video we are
0:08
going to see how to pass pre-hat
0:13
information from Salesforce messaging
0:15
for
0:17
web to agent force
0:19
agent If you wanted to pass the
0:22
pre-chart
0:24
information to Salesforce agent force
0:27
agent and if you are using messaging for
0:30
inapp and web then you can refer this
0:32
video as a reference The first step is
0:36
create a field in messaging session
0:40
object We are going to make use of this
0:43
field as context variable in the agent
0:47
force agent so that we will be able to
0:50
pass the information from the
0:52
pre-chart to agent force agent So here I
0:57
have created a field called request type
1:00
It is a picklist field
1:05
Next in the omni channel flow which
1:08
routes the messaging session to the
1:11
agent force agent I am making use of
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update records flow element In the
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update records flow element I'm updating
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the messaging
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session the request type field on the
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messaging session with this variable
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request type This request type is an
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input variable in my
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flow In the messaging channel I created
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a custom
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parameter data type
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string and I have done the parameter
1:47
mappings for this request type which is
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a custom parameter The flow variable
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value is request type So whenever the
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messaging session is invoked it will
2:00
pass the value of request type the user
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has selected to this request type flow
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variable So it is updating the messaging
2:12
session with the request type that was
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passed from the messaging
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um pre-chart
2:20
Next in the embedded service deployment
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I added this
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uh
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prehat So you have to click save and
2:31
then you have to publish it Whenever we
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do any changes in the messaging channel
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and as well as in the embedded service
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deployment we have to click publish So I
2:41
have published it already Let's test it
2:44
out
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So here I created a topic called
2:54
service This will get
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invoked only if the filter value
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is service Let's see how I have done
3:06
that
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First in the context
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variable we have to add
3:15
the request type field So you can add it
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by deactivating the agent force agent Go
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to context select messaging session
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click edit included fields and then you
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will be able to add additional fields So
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I have selected request type field
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Next in the same context if you go to
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filters you will be able to create a new
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filter So you can click new So here I'm
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going to select uh create
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sales I'm going to select
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uh the messaging session request
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type equals
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to sales So similarly I have created for
4:02
service also
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If the request type is service then this
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filter will be
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true and this topic will fire only when
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the request type is service If it is
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different like sales or marketing then
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this particular topic won't get
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triggered So this topic is for handling
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the user inquiries which are related to
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service management Let's test it out So
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this is my messaging for inapp and
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web I'm going to say admin
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user admin at
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demo.com Here I'm going to select
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service
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Once I click service since this filter
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is
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satisfied if I ask any question related
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to service then it should
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um invoke this topic and then it should
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get the repair number or it can get my
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email Let's see whether it is invoking
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that So I have selected service
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Okay I forgot to activate the agent
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force agent Now I activated it Now let's
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uh test it
5:30
again So here I'm selecting
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service My agent force agent is invoked
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Now I'm going to
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say car service
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issue So it is asking me to provide the
5:55
repair number or the email address So
5:57
definitely this uh in uh topic was
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invoked and then it was able to process
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it
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Now let me end
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this and let me make a note of this
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one Now I'm going to initiate one more
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messaging
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session and then I'm going to select
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sales Before that you can also verify
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that it is
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uh service So it updated the messaging
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session and the agent force agent was
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able to use it Now I'm selecting
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sales So here it is
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sales Here I'm asking car service issue
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It should not invoke the
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topic It couldn't understand what I'm
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talking about So it didn't
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So here I said car service
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issue it is related to sales so it
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couldn't fire this or invoke this
7:18
topic but when I used service and then
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when I entered car service issue it was
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able to invoke the topic So I was able
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to pass
7:31
pre-chart information to the agent force
7:35
agent and then I was able to make use of
7:38
filters in the agent force agent and
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fire the topics based on the selection
7:44
in the
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pre-chart Please check the video
7:52
description In the video description I
7:55
have shared my blog post
7:57
from the blog post you should be able to
8:01
get how how I have uh created the
8:05
field update the updated the messaging
8:07
session using the omni channel flow how
8:10
I have created the custom parameters and
8:12
parameters
8:14
mapping and how in the pre-hat I have
8:16
added
8:17
it also I have added screenshot for this
8:24
filter how the filter was was
8:27
created and how the messaging session
8:31
request type
8:33
was added to the context
8:41
variable I hope it was
8:49
helpful Thank you for watching
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