Where: This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer editions.
Who: Contact Request works in public communities and communities that require authentication. Make sure that your community users have the Run Flows permission, including your Guest User profile that’s used in public communities. Without this permission, members don’t see the button or the form to submit contact requests.
To work with contact requests in the console, make sure that your agents’ profiles include at least read access on the contact request object. By default, all Standard User and System Administrator profiles have access to the object.
Why: When you add the Contact Request Button & Flow component to your community, users can request a call from support. You can change the button label.
In a popup, the customer enters their issue and contact details.
When the user clicks Next, the request is sent.
- Contact Request Button & Flow—Users can click a button, and detail their issue in a popup form.
- Flow—Your flow is embedded in the page, and users see the flow’s first screen when the page loads.
These components are supported in the following templates: Customer Account Portal, Customer Service, Partner Central, and Build Your Own. The Flow component is also supported in the Help Center template.
Contact requests work alongside your other Service-related records. Agents can use the Requested By field to relate the contact request to people, like contacts and leads. And the Related To field connects the contact request to accounts, cases, opportunities, work orders, and custom objects.
To set up your agents for success, add the Contact Request object to the Service Console, and make sure that they have at least read access to the contact request object. Optionally, set up routing with Omni-Channel.
In addition to Communities, Contact Request also works with interactive voice response (IVR) systems. Work with your Open CTI providers for integration.