Salesforce Integration
RME is a managed package inside your org. There is no external customer database and no synchronization job.
Clouds and surfaces
| Surface | Integration |
|---|---|
| Sales Cloud | Send from Lead, Contact, Opportunity, and Quote; history on the record timeline |
| Service Cloud | Case email, SMS updates, agent quick actions, macros |
| Experience Cloud | Member notifications, PWA push, guest-user forms via public endpoints |
| Agentforce | Messaging actions available to agents with governed prompts |
| Flow | Invocable actions, scheduled paths, record-triggered sends |
| Apex | Builder API, Queueables, Batch, and services |
| Lightning Components | Send panel, communication history, template preview |
| Platform Events | Real-time delivery events for any subscriber |
| Queues | Reply and inbound routing to owner queues |
| Custom Objects | Message, Template, Delivery Status, Consent, Suppression |
Record timeline
The Communication History Lightning component drops onto any record page and shows every message across every channel, filtered by the user's sharing access.
<!-- Add to a Lightning record page -->
<c-rme-communication-history
record-id={recordId}
channels="EMAIL,SMS,WHATSAPP,VOICE"
show-preview="true">
</c-rme-communication-history>
Agentforce
Register RME actions so agents can send governed communications:
action: Send Customer Update
invocable: RME_SendMessageAction
inputs:
- contactId
- templateName
guardrails:
allowedTemplates: [Case_Update, Appointment_Reminder, Order_Status]
requireConsent: true
maxPerContactPerDay: 3
Quick actions and macros
Package quick actions expose one-click sends for common service scenarios. Macros can chain a status update, a Case field change, and an SMS confirmation in one agent gesture.
What RME does not do
- It does not copy Contacts, Leads, or Accounts anywhere.
- It does not maintain a parallel consent database.
- It does not require middleware, ETL, or scheduled sync.
Continue to Flows.
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Last updated 1 month ago