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Show Messaging Session History in Salesforce Enhanced Chat for Authenticated Users
Sep 23, 2025
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0:05
Hello everyone. In this video, we are
0:07
going to see how to retain conversation
0:11
history whenever experience cloud site
0:15
users in Salesforce makes use of
0:19
enhanced chat. Enhanced chat was
0:21
previously called as messaging for inapp
0:24
and web.
0:26
The use case for me was whenever an
0:29
authenticated experience cloud site
0:31
users logs in, the authenticated users
0:35
should be able to view the previous
0:37
conversation they had with an agent
0:40
force agent or with human agent or it
0:43
might be with Einstein bot. In order to
0:45
achieve it,
0:48
enable add user verification
0:52
in the messaging channel. Go to
0:54
messaging settings in Salesforce setup.
0:57
Open the messaging channel
1:00
by you making use of the edit button. So
1:02
if you go to the messaging settings
1:05
use the menu I menu option click edit
1:09
and enable add user verification.
1:13
Once it is enabled click the save
1:15
button.
1:17
Whenever we do any changes on the
1:19
messaging channel, the embedded service
1:22
deployment that is tied to this
1:24
particular messaging channel should be
1:26
published. So go to embedded service,
1:28
open the embedded service deployment
1:30
that is tied to the messaging channel
1:33
and click publish button.
1:38
Go to the experience cloud site builder.
1:41
Select the embedded messaging component
1:45
and enable add credential based user
1:48
verification.
1:50
These two settings, one on the embed,
1:53
one on the messaging settings and the
1:55
other on the experience cloud site
1:58
builder
1:59
will make sure the chat history is
2:02
maintained whenever the authenticated
2:04
experience cloud users logs in and try
2:08
to initiate a uh enhanced chat.
2:13
When when you enable this al add
2:15
credential based user verification in
2:17
the experience cloud site builder make
2:20
sure to publish the experience cloud
2:22
site. Once it is published
2:32
we have to login into the experience
2:34
cloud site.
2:36
So let's go to all sites.
2:42
This is the site where I'm making use of
2:45
embedded uh messaging component.
2:52
So here I'm going to open my experience
2:56
cloud site.
3:02
I logged in into the experience cloud
3:05
site. Here
3:08
I can see the history is maintained.
3:18
Even if I end, if I close it, if I
3:20
refresh back, I should be able to see
3:22
the history in Salesforce uh
3:27
contact record. If you go to the
3:29
messaging sessions related list, you
3:31
should be able to see the messaging
3:33
sessions that are tied to the experience
3:37
cloud site contact record.
3:50
Please check the video description. In
3:52
the video description, I have shared my
3:54
blog post. From the blog post, you
3:56
should be able to get the settings where
3:59
it has to be enabled for your reference.
4:06
I hope it was helpful.
4:14
Thank you for watching.