Frequently Asked Questions
Q. Why do we create a webhook on the Salesforce Site?
A webhook is used to receive real-time status updates from external service providers on the Salesforce Site URL. Each communication request passes through multiple stages (such as initiated, processed, delivered, or failed), and the provider sends updates at each stage. This ensures that Salesforce remains synchronized with the latest status and can accurately track the final outcome of each request.
Q. Why is a site guest user used for webhook setup?
The Site Guest User is used to expose a public webhook endpoint that external providers like Twilio, Plivo, and SendGrid can use to send status updates to Salesforce. It acts as a dedicated handler for processing incoming requests via the Site URL.
Q. Why is Subscriber Event setup required, and which User ID should be used?
A Subscriber Event is used to handle incoming updates from providers in a secure and scalable way. While publishing the event, a User ID is passed to assign ownership of the Platform Event and any related records created during processing. This user should have the AOB Messenger Admin permission set to ensure the updates are processed correctly with the required access.
Q. What is the URL shortening field during provider setup?
The URL Shortening field is used to enable link shortening for messages using a company-branded domain. When configured, any links included in messages are automatically shortened, resulting in cleaner communication while maintaining brand consistency and improving link trust and engagement.
Q. What is the Related Conversation Tracking Hours field during provider setup?
The Related Conversation Tracking Hours field defines a time window used to automatically associate incoming messages with a recent outgoing conversation and its related record in Salesforce. This setting controls how long the system considers a conversation as “recent” for automatic linking.
Example: If the value of Related Conversation Tracking Hours field is set to 4.
- You send an outgoing SMS from your channel number to a customer at 10:00 AM.
- A corresponding Conversation record is created with a Related Id (e.g., Contact or Lead).
- The customer replies at 1:30 PM.
- Since the reply is within the 4-hour window, the system automatically associates the incoming SMS with the same Conversation and Related Id.
- If a reply is received after 4 hours, the system uses the From Number and To Number to identify and associate it with the appropriate Salesforce record.