Trigger a Notification using Salesforce Scenarios


One of the key values that the platform provides is the ability to route callers and make decisions based on referencing associated Salesforce data in uses this in our dynamic call routing engine to check for who a caller should be routed to and to leverage in our distribution logic and caller experience.

This same real-time contextual value is available in Moments™ Notifications. The Salesforce Scenarios feature allows for the triggering of Moments™ Notifications based on integrated Salesforce data that we can detect for an individual caller. In conjunction with Phrase Matching (or another primary trigger), Salesforce Scenarios is a secondary triggering criteria that provides a powerful mechanism for hyper-targeting your Notifications so that the right notification is always presented in its proper conversational context.

How it works

Moments™ Notifications are typically triggered using Phrase Match when a user (either the Agent or the Caller/Participant) speaks (or doesn't speak) a verbal phrase while on a call. 

What Salesforce Scenarios does is layer on additional context by leveraging the existing Salesforce field data values detected on the call, thus adding a second criteria for triggering the notification. When a Scenario is saved to a Moments™ notification, the Notification will be triggered only when both of these conditions are met:

  • Phrase Match is detected on the call,
  • AND a Salesforce Scenario field value is detected on the Caller/Participant's side of the call.

Salesforce Scenarios are OPTIONAL. When no Scenario is added, then standard Phrase Match will be the sole criteria by which the Notification can be triggered.


Alternative Trigger Criteria combinations

Salesforce Scenarios acts as a second criteria for triggering a Notification, never the primary criteria. Therefore, it can be optionally added to other forms of primary trigger criteria such as in the following combinations. 

In each of these cases, the primary trigger criteria must be satisfied along with the Salesforce Scenario criteria in order for the Notification to be delivered.

Supported Objects

Salesforce Scenarios can be created using Standard or Custom fields from the following objects in SFDC:

  • Lead - Leverage fields related to leads who join an audio or video conversation. 
  • Opportunity - Opportunity scenarios can be triggered in one of two ways.
    • When an opportunity record is associated with a conversation, scenarios with opportunity rules will be evaluated. 
    • If no related record is associated explicitly with a conversation, we will evaluate any opportunity rules against the opportunities that are associated with contacts who join the conversation. 
  • Contact - Rules that are evaluated when contacts join an audio or video conversation. 
  • Account - Account scenarios can be triggered in one of two ways
    • When an account is designated as the related record in a conversation.
    • Will be evaluated based on the accounts that are associated with each contact that joins a conversation. 
  • Campaign - Campaign scenarios will be evaluated when a conversation is associated with a campaign via a related record. 
  • Event  - Event scenarios are evaluated based on video meeting conversations and their associated Salesforce event. 
  • Case - Case Scenarios are evaluated based on a case being associated with a conversation as a related record. 

Supported Field Types

All Salesforce fields in your account that are the following Types can be used in Salesforce Scenarios. As additional Field Types are supported, this section will be updated.

  • string
  • phone
  • email
  • picklist
  • checkbox / boolean
  • integer
  • double
  • percent
  • currency
  • date / datetime
  • url


Steps to add a Salesforce Scenario to a Notification

The below steps walk you through how to add a Salesforce Scenario to your Moments™ Notifications.

To get started, first log into the Admin Console here and click on the Moments™ link in the left-hand navigation bar.

Click the Create Notification buttonScreenshot_2023-05-12_at_12.54.50_PM.png

Locate the Salesforce Scenarios setting on the Create Notification form and click the +Add Scenario button. Remember, this setting is optional.



You can select from a list of existing Salesforce scenarios to associate to the notification. You an search for a scenario by name or select from any option within the list of already configured scenarios provided.

If there is not a scenario that already exists that captures the persona or context of the conversation that you want to associate with the notification, you can select the Create New option.

Once the create new Scenario screen is presented to you, enter a Name for the Scenario. Choose something specific that describes the field and value. For example, assume you wish to create a Salesforce Scenario that triggers the Moments notification only when the Caller/Participant on the call has a Contact "Title" field of "CEO". You might want to name this Scenario something like "Contacts with Title=CEO"


4.) Select a Salesforce Object


Now, search for and select the field.

6.) Select an Operator

Enter a value. Remember, it's this Value that Moments will attempt to detect on the Caller/Participant's side of a call.

8.) Optionally, add more than one Field by clicking the +Add Field button. Repeat the steps from above to configure this field.

9.) Select the Criteria to use for the fields.

  • When All of the conditions are met (AND) is selected, then ALL of the field values need to be detected on a call in order for the Scenario criteria to be validated. 
  • When Any of the conditions are met (OR) is selected, then ANY of the field values need to detected on a call in order for the Scenario criteria to be validated.


10.) Once the fields have been configured, click Save.

11.) Saved Salesforce Scenarios appear as "cards" on the form. The Name and the field details are displayed. Use the edit and delete buttons to modify or remove the Scenario, respectively. 



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