The two moments when Treble writes
This is the distinction almost every limitation comes from.
The blocks you configure in the conversation builder work in the second moment. Each block writes a field after the record exists.
That works perfectly as long as Salesforce allows that field to be written afterward. It stops working when Salesforce requires something on creation.
Creation rules
For those cases, Treble can apply rules that run at the moment the record is created, configured per object within your integration. The key property: a creation rule always applies when the record is created, regardless of whether Salesforce reports that field as required or not. That’s why it solves what a block can’t reach.What you can do
Fixed value
Fixed value
The most common: “every record this integration creates must have X in this field”.It works for record types, yes/no flags, lead source, default country, internal classifications, and in general any required field in your model that doesn’t depend on the conversation.It’s also the fastest change to apply.
Value derived from the WhatsApp contact
Value derived from the WhatsApp contact
Treble knows the contact and can derive values from it: the WhatsApp profile name, the phone number in different formats, the email if it has one, or a generated email when it doesn’t.It’s the usual way to fill in required name or email fields on objects that require them.
Custom logic
Custom logic
When you need your own transformation —trimming a document to a certain number of digits, translating a value into your internal nomenclature, composing a field from several pieces of data— a specific rule can be written for your account.It’s not an exceptional case, but it requires development on Treble’s side: it’s requested, coded and deployed.
Values taken from the conversation
Values taken from the conversation
It’s also possible for a rule to use what the person answered during the conversation and include it when the record is created.It’s the way to go when you need, for example, the record type to depend on what the person chose in the chat and for that to be set from the moment of creation. Like the previous case, it requires development.
The limits worth knowing
There are three, and it’s worth being clear on them before designing something around this tool.1. They apply to the whole integration, not to a flow
1. They apply to the whole integration, not to a flow
A rule on the
Account record type affects all the accounts the integration creates, in all flows.Today you can’t have “campaign A creates with one record type and campaign B with another” using creation rules. This is the most important limitation.If that’s exactly your case, let your Customer Success Manager know: it’s one of the things we’re working on, and it helps to know how many customers need it.
2. They only apply on creation
2. They only apply on creation
A creation rule doesn’t run when the record already exists. To update an existing record, you use the flow blocks, as always.
3. They aren't self-service yet
3. They aren't self-service yet
These rules live in the integration’s configuration and are applied by the Treble team. They can’t be edited from the platform.A change is usually quick —minutes, with no deployment, when it’s a fixed value— but it goes through us.
Other things configured at this level
The phone field for lookup and writing
The phone field for lookup and writing
It’s the field Treble uses to look up the person and, at the same time, where it writes the number when it creates the record.
Task or Event for the history
Task or Event for the history
Defines whether the conversation history is saved as a
Task or as an Event.Conversation history
The objects of the multi-object integration
The objects of the multi-object integration
Which objects the integration uses, and for each one its phone, name and owner field. It’s defined during installation, and changing it afterward means reinstalling.
Two frequently asked cases
Saving the phone number in a different format
Saving the phone number in a different format
By default, Treble writes the number in full international format, with the country code. It’s very common to want something else: without the country code, with parentheses and spaces, or split into two fields.That’s solved with a creation rule on the phone field. If the format you need is a simple transformation of the number, it’s a quick change; if it depends on rules specific to your operation, it falls into the custom logic category.
Which name the contact is created with
Which name the contact is created with
When Treble creates the record, the name comes from the person’s WhatsApp profile. But that name doesn’t always exist and isn’t always useful: there are users without a profile name, and there are profiles with emojis or promotional text.You can define with a creation rule what gets written in that case: a fixed fallback value, the phone number, or a combination. That’s exactly what several customers do so that no record is left without a name and so that records created by Treble are identifiable.
If what you see is the text of a message in the name field, that’s not the creation: it’s an action block writing the person’s reply to the wrong field. Check the action block.
How to request a change
To make it quick, write to your Customer Success Manager with this information:1
The object
For example
Account, Lead, or the API name of your custom object.2
The field
The exact API name, not the label you see on screen. For example
CC_Autorizacion__c, not “Data authorization”.3
The value
If it’s a fixed value, which one. If it’s a record type, the 18-character Id, which you’ll find in Setup → Object Manager → your object → Record Types, in the type’s URL.
4
Why a block isn't enough
Usually: “there’s a validation rule that requires this field on creation”, or the exact error message Salesforce returns. That saves an entire round of questions.
Next steps
Record types
The most common case of a field that must be filled in on creation.
Person Accounts
When an account represents a person rather than a company.