Lightning Pages

Case thread with a pinned workaround

A support conversation on the Case record: received and sent bubbles, a pinned workaround at the top, a mention to escalate, a reply box. The agent never leaves the case.

Chat
dcChat
center
The scenario

Open the case and the conversation sits under the highlights panel. Rafael Duarte writes from the left, Lena Okafor answers from the right, a day break separates the 3rd from the 4th. Her workaround is pinned in a banner above the thread. A mention pulls Jonas Lindqvist in, he answers in the same thread. Escalate and Close case sit in the header, the reply box at the bottom.

The configuration
  • items with type: inbound or outbound and resourceName, resources with avatarInitials: who said what, on which side.
  • canPin: true: the workaround stays visible above the thread, however long the conversation gets.
  • showTimeBreaks: true, itemDateFormat.preset: TIME_SIMPLE: the day between messages, the time under each one.
  • publisher.mode: rich, allowMentions: true, publishButtonLabel: Send: mentions and formatting in the reply, evtPublish creates the message record.
Step by step

The settings above are the ones that matter. The tutorial has the whole build: the objects and sample data behind the screen, every step in order, and what to check once it runs.

Open the tutorial
Runs on
Dynamic ComponentsLWC Components

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