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Digital Engagement (Legacy Chat Transcript + Messaging Session) Dashboard
Report on KPI's for Digital Engagement
- Business Need
- Dashboards & Reports
- Requires
- Sales Cloud
Understand the usage & performance of your digital channels with 2 dashboards, including reports about your channels. Includes a Messaging Error report to track outbound delivery issues Turn on Chat Transcript, Messaging Session, & Omni-Channel to use
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Showing 6 of 6 Reviews
Need Messaging Session metrics
I love these dashboards and they would be exactly what we need, but we do not use Chat we use Messaging Sessions and these chat reports cannot be replicated using Messaging Session. Please replicate these to show just messaging sessions.
Cannot be installed
This cannot be installed if LiveChatTranscript isn't enabled. And enablement of the legacy feature is disable d by Salesforce because it is being retired on February 14, 2026. This will need to be updated to include only Messaging :(
Can't install it if Enhanced routing is enabled
Chat must be enabled to be able to install this app. But if you have enabled enhanced routing, when you try to enable chat, you get this: "Chat uses standard Omni-Channel routing, but you’re using enhanced Omni-Channel routing.Go to your Omni-Channel settings and disable enhanced routing, and then try again." We need enhanced routing, so no way to install it
Do not Include Company's Entitlements (This information is not available)
Indeed, the dashboards are very good, but from my point of view it is necessary to be able to include to contrast the entitlements that are contracted periodically and thus better manage consumption in a single view without having to go to Setup/Company Information
Great dashboard for digital engagement
This was a fantastic dashboard to show customers the power of digital engagement and how to track the usage of all the different channels
Great Template
Exactly what we needed