Setup Agent Typing Indicators and Message Receipts

SCC-AC supports enhanced messaging capabilities that improve the customer experience by providing real-time communication feedback. Follow the steps below to enable agent typing indicators and message receipts for your messaging channels.

Salesforce Platform Event Consumption

When agent typing indicators and message receipts are enabled, the outbound direction — agent typing shown to the customer and delivery/read receipts shown to the customer — consumes Salesforce Platform Events. Per the Salesforce BYOC for CCaaS documentation, both "typing indicators for messaging end users" and "inbound message acknowledgments" rely on Platform Events for delivery to the customer's messaging widget. Understanding the expected Platform Event usage helps ensure your organization's allocation is not exceeded.

The inbound direction (customer typing → agent, and customer delivery/read receipt events → agent) consumes Salesforce API call limits instead and is covered in the API Limit Impact section below.

Platform Event Calculation

The total daily Platform Events can be estimated using the following formula:

Daily Platform Events (Typing Indicators) = 
  Number of Agents × Concurrent Chats per Agent × 
  Agent Typing Events per Chat × Sessions per Day

Daily Platform Events (Message Receipts) = 
  Number of Customer Messages per Day × 2
  (1 delivered receipt + 1 read receipt shown to customer per customer message,
   confirming the agent received and read their message)

Total Daily Platform Events = 
  Platform Events (Typing Indicators) + Platform Events (Message Receipts)

Where:

• Number of Agents = The total number of agents handling messaging chats simultaneously. Range: 1–10,000+ depending on organization size. Example: 50 agents.
• Concurrent Chats per Agent = The number of simultaneous chat conversations each agent handles. Range: 1–10 (configured in Salesforce Omni-Channel routing). Example: 3 chats.
• Agent Typing Events per Chat = The average number of times an agent begins typing during a single chat conversation. Range: 5–30 depending on conversation complexity. Example: 10 typing events.
• Sessions per Day = The number of distinct work sessions per agent per day (e.g., morning shift and afternoon shift count as 2 sessions). Range: 1–4 sessions. Example: 2 sessions.
• Number of Customer Messages per Day = The total number of messages sent by customers per day across all chats (messages for which the customer will receive delivered/read receipts confirming the agent received and read them). Range: varies by volume. Example: 4,000 messages.

Worked Example

Using the example values defined above:

• Number of Agents = 50
• Concurrent Chats per Agent = 3
• Agent Typing Events per Chat = 10
• Sessions per Day = 2
• Number of Customer Messages per Day = 4,000

Step 1: Calculate Platform Events (Typing Indicators)

Platform Events (Typing Indicators) = 50 × 3 × 10 × 2 = 3,000

Step 2: Calculate Platform Events (Message Receipts)

Platform Events (Message Receipts) = 4,000 × 2 = 8,000

Step 3: Calculate Total Daily Platform Events

Total Daily Platform Events = 3,000 + 8,000 = 11,000

In this example, enabling agent typing indicators and message receipts would consume approximately 11,000 Platform Events per day.

Platform Event Allocation Limits

Platform Event allocations vary by Salesforce edition and any add-on capacity purchased for your organization. Refer to the official Salesforce documentation for current allocation details:

• Platform Events Allocations

If your estimated daily Platform Event consumption approaches or exceeds your organization's allocation, consider the following options:

1. Reduce the scope of typing indicators — disable agent typing indicators for low-priority or high-volume channels where real-time typing feedback is less critical.
2. Disable message receipts — if Platform Event capacity is limited, disabling delivery and read receipts frees allocation for typing indicators or other Platform Event consumers.
3. Request additional Platform Event capacity — contact Salesforce Support to request a Platform Event allocation increase for your organization.

Note: Platform Event allocations are enforced on a 24-hour rolling basis. If your organization exceeds its allocation, Platform Event deliveries may be delayed or dropped until capacity is available. Plan your feature rollout accordingly.

API Limit Impact

Enabling typing indicators and message receipts also increases Salesforce API call consumption. When a customer types or when delivery/read receipt events are relayed to Salesforce, additional API calls are made that count against your organization's daily API call limit.

Outbound events (agent typing shown to the customer, and agent read receipts sent to the customer) do not count against Salesforce API limits — these flow through Amazon Connect.

API Consumption Estimation

The total additional daily API calls can be estimated using the following formula:

Daily API Calls (Typing Indicators) = 
  Number of Chats per Day × Average Customer Typing Bursts per Chat × 4

Daily API Calls (Message Receipts) = 
  Number of Agent Messages Sent per Day × 2

Total Additional Daily API Calls = 
  Daily API Calls (Typing Indicators) + Daily API Calls (Message Receipts)

Where:

• Number of Chats per Day = The total number of messaging chat conversations handled across all agents per day. Range: 10–100,000+ depending on organization size. Example: 500 chats.
• Average Customer Typing Bursts per Chat = The average number of distinct typing bursts a customer produces during a single chat (each burst is a continuous period of typing followed by a pause). Range: 3–15 depending on conversation complexity. Example: 5 bursts.
• 4 = The approximate number of API calls per typing burst.
• Number of Agent Messages Sent per Day = The total number of messages sent by all agents across all chats per day. Range: varies by volume. Example: 5,000 messages.
• 2 = Each agent message generates up to 2 API calls (1 when the customer receives the message + 1 when the customer reads the message).

Worked Example

Using the example values defined above:

• Number of Chats per Day = 500
• Average Customer Typing Bursts per Chat = 5
• Number of Agent Messages Sent per Day = 5,000

Step 1: Calculate API Calls (Typing Indicators)

Daily API Calls (Typing Indicators) = 500 × 5 × 4 = 10,000

Step 2: Calculate API Calls (Message Receipts)

Daily API Calls (Message Receipts) = 5,000 × 2 = 10,000

Step 3: Calculate Total Additional Daily API Calls

Total Additional Daily API Calls = 10,000 + 10,000 = 20,000

In this example, enabling typing indicators and message receipts would generate approximately 20,000 additional API calls per day.

When to Request an API Limit Increase

After estimating your total additional daily API calls, compare the result to your organization's remaining daily API allocation:

• If estimated additional daily API calls exceed 50% of your remaining daily allocation — consult Salesforce Support to request an API limit increase before enabling these features.
• If estimated additional daily API calls are below 50% of your remaining daily allocation — no immediate action is needed, but monitor usage as chat volume grows.

Note: To determine your remaining daily allocation, subtract your current average daily API usage from your organization's total daily API limit. Consult Salesforce Support if you need assistance identifying your current usage or limits.

Recommendations

1. Review Current Allocations: Consult Salesforce documentation or Salesforce Support to understand your organization's current Platform Event allocation and API call limits.
2. Request Platform Event Increases: Contact Salesforce Support to request Platform Event allocation increases if your estimated usage approaches or exceeds your allocation.
3. Request API Limit Increases: Consult Salesforce Support regarding API limit increases if your combined typing indicator and message receipt API consumption is significant relative to your remaining allocation.

Note: Platform Event allocations and API call limits vary by Salesforce edition and any add-on capacity purchased. Contact Salesforce Support for current limits and increase options specific to your organization.

Enabling Agent Typing Indicators and Message Receipts

1. From Setup, enter "Messaging Settings" in the Quick Find box.
2. Select Messaging Settings from the results.
3. Locate and click on the messaging channel that was created during your SCCAC setup.
4. In the messaging channel details page, locate the Event-Driven Settings section.
5. Choose Edit.
6. For Agent Typing Indicators:
   1. Check the box next to Show agent typing indicator.
7. For Message Receipts:
   1. Check the box next to Show messaging users read and delivered receipts.
8. Choose Save to apply the new settings.
9. Note: If you are using a profile which is less privileged than the Salesforce provided "Standard User" profile, ensure the API Enabled permission is enabled in the agent user's profile or permission set. Go to Setup, search for Profiles or Permission Sets, select the one assigned to your agents, go to System Permissions, and enable API Enabled.