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Considerations

Warning

Only do this when you are completely aware of the impact that enabling this will have

Steps to perform

Enable Multi-Chat configuration

  1. Go to Setup > Custom Settings
  2. Click Manage next to Social25 Settings
  3. Click New
  4. Fill in Name field as follows: 'enableMultiChannel'
  5. Fill in the String Value as follows 'Yes, I want to enable Multi Channel'
  6. Click Save

Create new fields and grant access

The trigger needs a few fields which we cannot deliver via the package. A button is created which will run a script that create the fields which are necessary.

When this is done, please add Read Access and Edit Access to the following fields to the API user permission set that you created during the initial setup:

ObjectField(s)
Heroku Message
CaseSourceId (Case Source - select both)
ConversationSocial_Persona__c(Social Persona)
Conversation
Heroku MessageSocial_Persona__c(Social Persona)
SocialPost
Opportunity
Conversation
Source_Post__c(
Conversation
Opportunity Source - select both)
Opportunity
SocialPost

Conversation__c(

Opportunity

Conversation)

Opportunity

Source_Post

__c(Opportunity

Source - select both

)

Add Read Access to the following fields to the Social Access permission set that you created during the initial setup:

ObjectField(s)
CaseSourceId (Case Source - select both)


Info

If you want users to initiate conversations from the chat window, also create a permission set with the above permissions and assign that to those users.

Enable Multi-Chat

You are performing a clean Social25 installation

After the fields have been created, two new buttons will appear: Start Data Migration and Enable Multi Channel. If you are performing a fresh installation and the did the settings above, you can click Enable Multi Channel and you are done. Else proceed to the next section.

You are upgrading an existing Social25 installation

After the fields have been created, two new buttons will appear: Start Data Migration and Enable Multi Channel.

  1. Now, first press on Start Data Migration. This button will start a batch job which will create a Conversation record for every existing SocialPersona record
  2. When this job is done, click Enable Multi Channel


Info

Important: As long as you did not click on 'Enable Multi Channel' everything will still run via the old situation.

Next steps

Configure the Social25 Multi Chat Architecture


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