Query Information

As one might make use of various Salesforce Entities during a conversation, a custom query can be sent in order to retreive whatever is required at this specific moment of the customer engagement. For this, the Cognigy Salesforce Extension provides the so-called "Query" Flow Node.

Let us imagine, there are the following two "Cases" stored in our Salesforce instance:

One can see that both are assigned to the "Contact" called "Alex Teusz", who is our example customer. With the "Query" Flow Node, any custom Salesforce query can be configured using the Salesforce Object Query Language (SOQL). As one can see in the picture below, we want to search for all "Cases" that are assigned to the "Contact" with the same email as the current user who talks to our AI Agent "Anna".

In order to make it as easy as possible for our user, "Anna" should display all retrieved "Cases" as list message. This is dynamically created using the "AI Default Channel Formats".

The resulting conversation might look similar to this one: