Remote engagement trigger handlers for session keys and invitations
Key Takeaway
Turn on both remote engagement trigger handlers in the Admin Console. If they are off, session keys and passcodes aren't generated and invitation emails aren't sent, even when the Channel values and email templates are set up.
Remote engagement in Life Sciences Customer Engagement lets field users hold visits with attendees over video calls. Two remote engagement trigger handlers do the background work. They generate session keys and passcodes, and they send invitation emails to attendees. The content of those emails comes from email templates for when a planned visit is created, updated or canceled.
What the trigger handlers do
Remote engagement uses two trigger handlers to generate the session keys and passcodes for remote sessions and to send invitation emails to attendees. When a requirement says video-call credentials and invitations must be produced automatically, these handlers are what you configure.
Each handler is tied to one object:
| Trigger handler | Object |
|---|---|
RemoteSessionInvitationPVHandler | Provider Visit |
RemoteSessionInvitationVisitHandler | Visit |
Remote engagement setup calls for turning on both handlers. Creating a remote Channel value and activating the Create, Update and Cancel email templates doesn't replace them. If the handlers are off, session keys and passcodes aren't generated and invitation emails aren't sent.
Both remote engagement trigger handlers are turned on in Ana's org. Tom, a field user, creates a planned visit with Dr. Lee for Tuesday at 10:00. The handlers generate a session key and passcode for the session. They also send Dr. Lee an invitation built from the Create template. Because the template body contains {{remotesession.url}}, the email includes the invitation URL. On Monday, Tom moves the visit to Wednesday, so Dr. Lee gets a follow-up email built from the Update template.