This unit covers the admin functionality behind adding Fastcall to the Lightning Page layout in Salesforce. You have more specific information about Messaging, SMS, WhatsApp and conversations in their own units.
Fastcall interaction component
We’ve added a new Lightning Component for interactions. The Fastcall interaction component it’s a Lightning Component optionally added to the page layout that allows multiple users to interact with the Lead or Contact.
Unlike the OpenCTI component which is tied to the user, this new component is tied to the record. Multiple users can message the Lead or Contact. This component is also available in Salesforce Mobile.
To add the Fastcall Interaction Component to the page layout you have to go to Setup Menu > Edit Page and then drag it to the page layout and save.
Difference Between the Open CTI and the Interaction Component:
- Open CTI on the Utility Bar: In the Open CTI, users can see all messages related to the record (to anyone) as well as messages they have sent themselves. This means users will only see calls and SMS messages that are specifically assigned to them.
- Interaction Component on the Lightning Page: In the Interaction component, users can view all messages related to the record (to anyone) and messages from any user. This allows users to see all SMS messages and calls associated with the record, regardless of who they are assigned to.
Last updated: Fastcall v8.6.4, 2024-08-08