service-digital-engagement-channel-configure

Configuring Enhanced Chat Channel

Creates MessagingChannel metadata XML for Salesforce Messaging for In-App and Web (MIAW). This skill produces a fully configured enhanced chat channel with routing, user verification, pre-chat, and automated response settings ready for Metadata API deployment.

Scope

• In scope: Creating MessagingChannel metadata with Omni-Channel Flow routing, Omni-Channel Queue routing, or Agentforce Service Agent (ASA) routing; enabling User Verification; configuring all channel settings (pre-chat forms, automated responses, consent keywords, file attachments, custom parameters)
• Out of scope: Creating the referenced Omni-Channel Flow/Queue definitions (use automation-flow-generate), creating the Embedded Service Deployment (separate metadata type — use service-digital-engagement-deployment-configure), creating permission sets for messaging (use platform-permission-set-generate), configuring the Embedded Service Code Snippet

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Clarifying Questions

Before generating, ask the user if not already clear:

• What is the channel name / label? (used for masterLabel and file name)
• What routing type? (Omni-Channel Flow, Omni-Channel Queue, User, or Agentforce Service Agent)
• What is the routing target? (Flow API name, Queue developer name, User ID, or ASA bot name)
• For Flow, User, or ASA routing: What is the fallback queue name?
• Should User Verification be enabled? (defaults to true per this skill)
• Are there pre-chat form fields required? If so, which fields and types?

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Required Inputs

Gather or infer before proceeding:

• Channel name: Used for masterLabel and the file name (<Name>.messagingChannel-meta.xml)
• Routing type: One of Queue, Flow, User, or AgentforceServiceAgent
• Routing target: The developer name of the queue, flow, user, or ASA bot
• Fallback queue (Flow, User, and ASA): The developer name of the fallback queue for escalation
• User verification: Whether to require JWT-based identity verification (default: true)

Defaults unless specified:

• messagingChannelType: EmbeddedMessaging
• authMode: Auth
• chatAbandonmentTimeout: 5 (minutes)
• endUserIdleTimeOut: 5 (minutes)
• isAttachmentUploadEnabled: true
• maxFileSize: 5 (MB)
• allowedFileTypes: bmp,csv,doc,docx,gif,jpg,pdf,png,tiff,txt,xls,xml
• anonymousUserJwtExpirationTime: 360 (minutes, required for UnAuth, range 60-4320)
• verifiedUserJwtExpirationTime: 60 (minutes, required for Auth, range 60-240)
• isAbandonedChatsEnabled: false
• isSaveTranscriptEnabled: false
• isFallbackMessageEnabled: false
• isEstimatedWaitTimeEnabled: false
• isFileAttachmentExtUnrestricted: false
• isQueuePositionEnabled: false
• isSynchronousChatEnabled: false
• isVoiceModeEnabled: false

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Workflow

All steps are sequential. Do not skip or reorder.

Phase 1 — Gather Context

1. Verify org API version — run scripts/check-api-version.sh 67.0 <org-alias> and report any errors it returns. If the script fails, generate a sfdx-project.json in the metadata output folder with "sourceApiVersion": "67.0".

2. Collect inputs — confirm the channel label, routing type, routing target, and verification settings from the user per Clarifying Questions above.

3. Determine file name — run scripts/normalize-channel-name.sh "<LABEL>" and surface any errors it returns.

4. Verify routing target exists — query the org to confirm the referenced routing target exists:

   • For Queue: sf data query --query "SELECT Id, DeveloperName FROM Group WHERE Type='Queue' AND DeveloperName='<QUEUE_NAME>'" --target-org <org-alias>
   • For Flow: sf data query --query "SELECT Id, ApiName FROM FlowDefinitionView WHERE ApiName='<FLOW_NAME>' AND IsActive=true" --target-org <org-alias>
   • For User: sf data query --query "SELECT Id, Username FROM User WHERE Id='<USER_ID>' AND IsActive=true" --target-org <org-alias>
   • For ASA: sf data query --query "SELECT Id, DeveloperName FROM BotDefinition WHERE DeveloperName='<BOT_NAME>'" --target-org <org-alias>
   • Also verify the fallback queue exists (required for Flow, User, and ASA routing)

   If any target is not found, inform the user and ask whether to create it. If the user confirms:

   • For Queue: generate a .queue-meta.xml with MessagingSession as the queueSobject type and deploy it before the channel
   • For Flow/User/ASA: inform the user that the flow, user, or bot must be created separately (out of scope for this skill)

5. Read the channel settings reference — load references/channel_settings.md to understand all available configuration options and their valid values.

Phase 2 — Generate Metadata

6. Read the metadata template — load assets/messaging_channel_template.xml as the starting structure.

7. Apply routing configuration — set sessionHandlerType and the corresponding handler field:

   Routing Type	sessionHandlerType	Required Fields
   Omni-Channel Queue	Queue	sessionHandlerQueue
   Omni-Channel Flow	Flow	sessionHandlerFlow + sessionHandlerQueue (fallback)
   User	User	sessionHandlerUser + sessionHandlerQueue (fallback)
   Agentforce Service Agent	AgentforceServiceAgent	sessionHandlerAsa + sessionHandlerQueue (fallback)

8. Apply user verification — if enabled, set embeddedConfig.authMode to Auth and include <messagingAuthorizations>. If not enabled, set embeddedConfig.authMode to UnAuth and omit <messagingAuthorizations>.

9. Configure embedded settings — populate <embeddedConfig> with:

   • allowedFileTypes — comma-separated file extensions (no spaces)
   • anonymousUserJwtExpirationTime — JWT expiration in minutes (required for UnAuth)
   • verifiedUserJwtExpirationTime — JWT expiration in minutes (required for Auth)
   • chatAbandonmentTimeout — minutes before abandoned conversation cleanup
   • isAbandonedChatsEnabled — enable abandoned chat detection
   • isAttachmentUploadEnabled — file upload support
   • isEstimatedWaitTimeEnabled — show estimated wait time
   • isFallbackMessageEnabled — fallback when agents unavailable
   • isFileAttachmentExtUnrestricted — allow any file extension
   • isSaveTranscriptEnabled — save conversation transcripts
   • maxFileSize — maximum attachment size in MB

10. Configure messaging keywords — generate <messagingKeywords> elements:

    • OptOut type with individual <keyword> elements: cancel, end, quit, stop, stopall, unsubscribe
    • Help type with <keyword>: help

11. Apply standard parameters — if the user needs standard pre-chat fields, generate <standardParameters> elements with parameterType. If the channel uses Flow-based routing and the user specifies flow variable mappings, include <actionParameterMappings> with actionParameterName to map each parameter to a flow input variable.

12. Apply custom parameters — if the user needs pre-chat data collection, generate <customParameters> elements with name, masterLabel, parameterDataType, externalParameterName, and maxLength. If the channel uses Flow-based routing and the user specifies flow variable mappings, include <actionParameterMappings> with actionParameterName to map each parameter to a flow input variable.

13. Generate the file — produce the .messagingChannel-meta.xml file following the template structure. Place at the path the user specifies, or default to the project's metadata source path under messagingChannels/.

Phase 3 — Deploy and Activate

14. Deploy the channel — deploy the generated .messagingChannel-meta.xml file to the target org:

    sf project deploy start --source-dir <path-to-messagingChannels-folder> --target-org <org-alias>
    

15. Activate the channel — after successful deployment, activate the messaging channel:

    sf data update record --sobject MessagingChannel --where "DeveloperName='<CHANNEL_NAME>'" --values "IsActive=true" --target-org <org-alias>
    

Phase 4 — Validate

16. Verify against checklist — confirm all items in the Verification Checklist below pass before presenting output.

17. Present output — show the generated file to the user with a summary of configured settings and confirm activation status. Offer next steps:

    • Automated responses — ask if the user wants to configure <automatedResponses> (OptOutConfirmation, HelpResponse). If yes, generate elements with autoResponseContentType: TextResponse, language, and XML-escaped response text, then redeploy.

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Rules / Constraints

Constraint	Rationale
File name serves as the channel API name	No channelPlatformKey field in the XML body
sessionHandlerType must match the handler fields present	Setting Queue but populating sessionHandlerFlow causes deployment error
Flow routing requires both sessionHandlerFlow and sessionHandlerQueue	Queue is the mandatory fallback for human escalation
User routing requires both sessionHandlerUser and sessionHandlerQueue	Queue is the mandatory fallback when user is unavailable
ASA routing requires both sessionHandlerAsa and sessionHandlerQueue	Queue is the mandatory fallback for human escalation
masterLabel max 40 characters	Platform limit on channel labels
File name must match ^[a-zA-Z][a-zA-Z0-9_]*$	API name format enforced by Metadata API
allowedFileTypes is a comma-separated string with no spaces	Not a nested list or array
keyword elements are individual — one per trigger word	Not a comma-separated list
customParameters need name, masterLabel, parameterDataType, and externalParameterName	Incomplete parameters fail silently
File extension is .messagingChannel-meta.xml	Metadata API uses this specific extension
Do not hardcode file paths — respect sfdx-project.json package directories	Customer orgs customize source paths
Channel must be activated after deployment	Channels are inactive by default — messages won't route until activated
isSynchronousChatEnabled defaults to false; can only be true for UnAuth channels upon user request	Platform rejects "You can't enable Session-Based Chat for verified users" for Auth channels

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Gotchas

Issue	Resolution
Channel name conflicts with existing channel	Check org for existing channels; file name must be unique
Queue not found on deploy	Ensure the referenced queue exists and has MessagingSession as a queueSobject type
Omni-Channel Flow not found on deploy	Ensure the referenced flow exists and is active before deploying the channel
ASA bot reference invalid	Bot must be published and active; use exact developer name from BotDefinition metadata
Flow or ASA routing fails without fallback queue	sessionHandlerQueue is mandatory when sessionHandlerType is Flow or AgentforceServiceAgent
JWT verification not working	Connected app and certificate must be configured for the org
Custom parameters not collected	name must be unique per channel; parameterDataType defaults to Text
Automated responses not showing	Use exact type values (OptOutConfirmation, HelpResponse); XML-escape special characters
Channel deployed but messages not routing	Channel must be activated after deployment — it defaults to inactive
"You can't enable Session-Based Chat for verified users"	Set isSynchronousChatEnabled to false for Auth channels — session-based chat is only valid for UnAuth

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Verification Checklist

Universal Checks

• Does the file name match ^[a-zA-Z][a-zA-Z0-9_]*$?
• Is masterLabel 40 characters or fewer?
• Is messagingChannelType set to EmbeddedMessaging?

Routing Checks

• Is exactly one sessionHandlerType value set (Queue, Flow, User, or AgentforceServiceAgent)?
• Is the corresponding handler field populated (sessionHandlerQueue, sessionHandlerFlow, sessionHandlerUser, or sessionHandlerAsa)?
• For Flow, User, or ASA routing, is sessionHandlerQueue also populated (fallback)?
• Does the routing target reference an existing entity in the org?

User Verification Checks

• If verification is enabled, is embeddedConfig.authMode set to Auth?
• If verification is disabled, is embeddedConfig.authMode set to UnAuth?

Embedded Config Checks

• Is chatAbandonmentTimeout a positive integer (minutes)?
• Is allowedFileTypes a comma-separated string with no spaces?
• Is maxFileSize a value between 1-5 MB?
• If UnAuth, is anonymousUserJwtExpirationTime set (default 360, range 60-4320)?
• If Auth, is verifiedUserJwtExpirationTime set (default 60, range 60-240)?

Automated Response Checks (only if user requested)

• Do all type values use valid IDs (OptOutConfirmation, HelpResponse)?
• Are special characters XML-escaped in response text?

Keyword Checks

• Is there at least an OptOut keyword type defined?
• Are keywords individual <keyword> elements (not comma-separated)?
• Is language set on each keyword block?

Activation Checks

• Was the channel deployed successfully?
• Was the channel activated after deployment (IsActive=true)?

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Output Expectations

Deliverables:

• Messaging Channel metadata: <source-path>/messagingChannels/<ChannelName>.messagingChannel-meta.xml

File structure follows the template in assets/messaging_channel_template.xml.

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Cross-Skill Integration

Need	Delegate to
Creating the Omni-Channel Flow for routing	automation-flow-generate skill
Creating permission sets for messaging agents	platform-permission-set-generate skill
Creating the Embedded Service Deployment	service-digital-engagement-deployment-configure skill

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Reference File Index

File	When to read
assets/messaging_channel_template.xml	Before generating — use as the starting structure
references/channel_settings.md	When configuring channel options beyond defaults
scripts/check-api-version.sh	Phase 1 — verify org API version meets the passed minimum (67.0)
scripts/normalize-channel-name.sh	Phase 1 — derive file API name from channel label
examples/omni_flow_channel.xml	To verify output for Omni-Channel Flow routing
examples/omni_queue_channel.xml	To verify output for Omni-Channel Queue routing
examples/asa_agent_channel.xml	To verify output for Agentforce Service Agent routing