sf-service-messaging-conversation-toolkit

name	sf-service-messaging-conversation-toolkit
description	Salesforce Messaging API and Conversation Toolkit API implementation guidance. Use when building custom messaging clients, orchestrating agent handoff, sending/receiving messages, or managing conversation sessions and participant context in Service Cloud.
disable-model-invocation	true

Messaging API and Conversation Toolkit API

Use This Skill When

• Building or reviewing custom messaging experiences on Salesforce.
• Integrating Messaging API flows for session setup, message exchange, and lifecycle handling.
• Designing Conversation Toolkit API usage for agent context, transcript continuity, and handoff logic.
• Hardening asynchronous messaging operations for retries, idempotency, and sequencing.

Core Workflow

1. Define interaction model
   • Clarify actors, channels, and transitions between bot, queue, and live agent.
2. Design Messaging API contract
   • Map conversation start, send/receive events, delivery state, and closure semantics.
3. Design Conversation Toolkit usage
   • Standardize context payloads, participant updates, and conversation metadata access patterns.
4. Enforce operational controls
   • Add idempotency keys, replay handling, timeout rules, and dead-letter strategy.
5. Instrument and audit
   • Track latency, handoff success rate, dropped sessions, and unresolved conversations.

Guardrails

• Keep channel event handling deterministic and sequence-aware.
• Normalize message payloads before enrichment or routing.
• Persist correlation IDs across messaging, case, and incident records.
• Define fallback behavior when conversation state cannot be resolved.

Deliverables

• End-to-end sequence diagram for messaging and handoff.
• API contract checklist (request/response/event expectations).
• Failure mode matrix with recovery actions.
• KPI plan for reliability and customer experience outcomes.