Chat Widget, Conversation Widget, and Templates

Configuring the Chat Widget on Lightning Record Page

1. Open the object’s record page that you want to configure, for example, the Lead record page.
2. Click on Setup (gear icon on the top right corner).
3. Choose Edit Page to open the Lightning App Builder.
4. Add a new tab to the record page layout.
5. Drag the ChatComponent into this new tab.

The ChatComponent will display conversations related to that particular record directly on the Lightning record detail page.

Accessing All Conversations

• All conversations can be accessed via the CRM Messaging App in Salesforce.
• Navigate to the Conversations tab to view all conversations.
• Users can also initiate and manage conversations from this tab.

Using Templates

• Predefined message templates can be accessed and managed from the Templates section.

Messaging Analytics

• Comprehensive messaging analytics can be viewed in the Home tab.

By following these configurations and navigations, you can fully utilize the CRM Messaging capabilities within Salesforce.