Here you'll see a scratch org working with a simple MIAW implementation.

1. What’s Service Cloud Messaging?
2. What’s Messaging for In-App and Web?
3. Considerations when Replacing Chat with Messaging for In-App and Web

Please, take a look on the video demos we have in the channel!

So, let's get down to business

To make our lives easy, we can automate many things, putting the Salesforce CLI, and the bash scripts to run together!

./scripts/bash/createScratchOrg.sh tmpBot

sf project deploy start --ignore-conflicts --manifest manifest/package-Miaw.xml

1. Activate the messaging setting created (MIAW);

2. Add the "Omni-channel" in the utility items, of the Service Console app;

3. Add your user in the "MIAW Queue" queue;

4. Add the presence status to the necessary profiles;

5. Set the new "Messaging Session Record Page" as the default one;

   • The reason to do that, is to use the "Enhanced Conversation" component;
   • Otherwise, the messages will not appear to the agents;

6. Grant the user access with the Messaging for In-App and Web User permission set (done by the Company page);

7. Create a new Embedded Service Deployments (MIAW):

   1. Click in new New deployment;

   2. As we'll test that in a visualforce page, as site you need to set "[YOUR SCRATCH]--c.scratch.vf.force.com"; For example, if you have this URL environment:

      • https://page-business-46872-dev-ed.scratch.lightning.force.com

      You need to change from:

      • "[YOUR SCRATCH]--c.scratch.vf.force.com"

      To:

      • page-business-46872-dev-ed--c.scratch.vf.force.com

   3. Apply the configurations you want to;

   4. Publish it;

   5. Click on Instal Code Snippet and Copy to Clipboard;

8. Configure the "MIAWInternalTest" visualforce page with the copied Code Snippet;

9. Update all CSP (Trusted URLs) configuration to reflect your brand new scratch org;

10. Edit the "MIAWToQueue" flow, to update the "serviceChannelId" of the environment (save as a new verions and activate it);

11. Create a service resource with your user;

1. Access the Service Console and the Omni Supervisor;

2. Let your user available;

3. Preview the "MIAWInternalTest" Visualforce Pages:

   • [YOUR SCRATCH]--c.scratch.vf.force.com/apex/MIAWInternalTest

   For example, if you have this URL environment:

   • https://page-business-46872-dev-ed.scratch.lightning.force.com

   You need to change from:

   • "[YOUR SCRATCH]--c.scratch.vf.force.com/apex/MIAWInternalTest"

   To:

   • page-business-46872-dev-ed--c.scratch.vf.force.com/apex/MIAWInternalTest

Now, you can chat with yourself... but, that is just the preparation to let your agents chat with customers!

I know, now you already have many things here:

1. Service Cloud;
2. Messaging Seetings;
3. Omni-Channel;
4. Queues;
5. Omni flows to do the routing;
6. Embedded Service Deployment;
7. A visualforce page to test internaly;

But that is just the start point, coming soon we'll talk about the Einstein Bots, stay tuned...