Channel-Object Linking in Salesforce
Create rules to quickly link channel interactions to objects such as contacts. You can fine-tune these rules so that linking happens automatically, or so that your agents are prompted with suggested records. Linking occurs from within the Lightning console.
1. Go to Channel-Object Linking Salesforce setup.
![](https://www.infallibletechie.com/wp-content/uploads/2020/06/Channel-Object2BLinking2BSalesforce2Bsetup.jpg)
2. Enable Channel-Object Linking and click New Linking Rule.
![](https://www.infallibletechie.com/wp-content/uploads/2020/06/New2BLinking2BRule2Bin2BSalesforce2BChannel-Object2BLinking.jpg)
3. Select Text channel.
![](https://www.infallibletechie.com/wp-content/uploads/2020/06/Select2Ba2Bchannel2BSalesforce2BChannel-Object2BLinking.jpg)
4. Set the Linking Logic.
![](https://www.infallibletechie.com/wp-content/uploads/2020/06/Select2BLinking2BAction2BSalesforce2BChannel-Object2BLinking.jpg)
5. Save the Rule.
![](https://www.infallibletechie.com/wp-content/uploads/2020/06/Save2BLinking2BRule2Bin2BSalesforce2BChannel-Object2BLinking.jpg)
6. Open the existing messaging session or initiate a new messaging session with your SMS Channel. Make sure the phone number you are using for testing have a matching Contact.
7. You will see a notification.
8. Click the “Review and Link” link
![](https://www.infallibletechie.com/wp-content/uploads/2020/06/Notification2Bto2BUsers2Bin2BSalesforce2BChannel-Object2BLinking.jpg)
9. Select the record and click Link button to link it to the Messaging Session record.
![](https://www.infallibletechie.com/wp-content/uploads/2020/06/Linking2Bmatching2Brecords2BSalesforce2BChannel-Object2BLinking.jpg)