Per-user preferences and error notifications

Personal settings on User records include default accounts for WhatsApp/SMS, the inbound alert tone, the initial My Messages view and Connect Error Notifications. The new notification checkbox is off until an administrator selects the intended recipients. Messenger/Instagram use their configured account and conversation routing; the two personal default-account fields below remain specific to WhatsApp/SMS.

The user fields

Enable and troubleshoot error notifications.

Step 1 — Understand the two personal default accounts

When a user sends a message, REDA Connect picks which Connect Account to send from in a fixed order: object configuration first, then the user's personal default, then the org default account. The two "Default Connect Account" fields are that middle step — a per-person override that wins whenever the object's configuration doesn't dictate an account. The full routing logic, with a worked example, is in Default accounts and routing order.

Both fields are plain text fields, not lookups — they hold the raw record ID of a Connect Account, and Salesforce does not validate what you paste. Copy carefully:

1. Open the Connect Account you want as this user's default.
2. Copy its record ID — the 18-character code in the browser's address bar (a record ID is Salesforce's unique identifier for a record; on a record page it appears in the address bar between slashes, e.g. the segment after /r/ and before /view).
3. Paste it into Default Connect Account WhatsApp and/or Default Connect Account SMS on the user's record and save.

Expected result: automatic routing uses this account when the object's configuration supplies no account. An invalid non-empty ID can prevent sending; it does not guarantee fallback to the org default. Paste the ID carefully and verify with a test message.

Step 2 — Expose the fields on the user page

Out of the box the fields exist but may not appear on your user page layout. You have two options:

• Use the packaged layout. The package ships a ready-made REDA Connect - User Layout for the User object that already includes the fields (companions REDA Connect - Lead Layout and REDA Connect - Contact Layout exist for those objects too). Assign it under Setup → Object Manager → User → User Page Layouts → Page Layout Assignment.
• Add the fields to your own layout, if your org already has a customised User layout you want to keep:
  1. Go to Setup → Object Manager, type User in the search box, and click User.
  2. Click User Page Layouts, then click the layout your admins use (typically User Layout).
  3. Add the five fields in the table to a REDA Connect section and save. Include Connect Error Notifications when this user should be considered for error emails.

Expected result: authorized administrators can see the fields on users assigned to that layout.

The REDA Connect fields grouped in their own section on the user detail page — the checkbox preferences on the left, and the two Default Connect Account fields on the right holding the 18-character ID of the account this user sends from.

Step 3 — The inbound message tone

Connect Inbound Messages Tone makes the Connect Feed play a short alert sound when a new inbound message arrives. It works in the current Connect Feed — and users control it themselves: the volume icon in the feed header toggles the tone with one click, and that click saves the preference to this field immediately. There is no separate "save as default" step — the header toggle is the setting, so most users never need the checkbox on their user record at all.

Two behaviours worth knowing when users report the tone "not working": the tone only plays for messages that arrive while the feed is open (not for history loaded when opening a conversation), and browsers block sound until the user has interacted with the page at least once — so the very first message after opening a fresh tab can be silent. Both are normal.

Step 4 — The "My Messages" default filter

Connect Feed - My Messages starts the Connect Feed in the My Messages view — showing the user's own messages — instead of all messages. It applies to the initial view when the feed loads; once the user starts working (changing filters, opening conversations), the feed's normal filter behaviour takes over for the rest of the session. Useful for agents who only ever work their own queue and don't want to apply the filter by hand every morning.

What users without these fields get

Nothing breaks when the fields are blank — that is the shipped state for every user:

• Default accounts blank → routing skips the personal step and uses the object configuration or the org default account.
• Tone unticked → no alert sound, until the user clicks the toggle in the feed header.
• My Messages unticked → the feed opens showing all messages the user can see.

Troubleshooting

FAQ

Where to go next

• Default accounts and routing order — the full account-selection chain these fields participate in.
• Using the Connect Feed — the header toggle and My Messages view from the agent's side.
• Giving your team access — the permission sets that make the feed visible in the first place.