|
AcceptTime
|
- Type
- dateTime
- Properties
- Create, Filter, Nillable, Sort, Update
- Description
- The time when an agent accepts an incoming Messaging session.
|
|
AgentMessageCount
|
- Type
- int
- Properties
- Nillable
- Description
- The number of messages sent by the agent during the session.
This value
isn’t calculated in enhanced Messaging sessions. If you’re trying to assess
agent performance, consider calculating the messaging session length
(EndTime – AcceptTime)
instead.
|
|
AgentType
|
- Type
- picklist
- Properties
- Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist,
Sort
- Description
- The type of agent that is assigned to the Messaging session. Possible values
are:
- Agent
- Bot
-
BotToAgent—Bot &
Agent
-
System—Used for triggered
outbound messages
|
|
CaseId
|
- Type
- reference
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The ID of the case associated with this Messaging session.
|
|
ChannelEndUserFormula
|
- Type
- string
- Properties
- Filter, Group, idLookup, Nillable, Sort
- Description
- A concatenation of the Messaging channel and Messaging user.
|
|
ChannelGroup
|
- Type
- string
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The group of the associated Messaging channel.
|
|
ChannelIntent
|
- Type
- string
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The intent of the associated Messaging channel.
|
|
ChannelKey
|
- Type
- string
- Properties
- Filter, Group, Nillable, Sort
- Description
- The unique identifier for the associated Messaging channel.
|
|
ChannelLocale
|
- Type
- string
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The locale of the associated Messaging channel.
|
|
ChannelName
|
- Type
- string
- Properties
- Filter, Group, Nillable, Sort
- Description
- The name of the associated Messaging channel.
|
|
ChannelType
|
- Type
- picklist
- Properties
- Filter, Group, Nillable, Restricted picklist, Sort
- Description
- The type of the associated Messaging channel. Possible values are:
- Alexa
-
AppleBusinessChat—Represents Apple
Messages for Business.
-
EmbeddedMessaging—Available in API
version 55.0 and later.
- Facebook
- GoogleHome
- Line
- Omega
- Phone
- Text
- Voice
- WeChat
- WebChat
- WhatsApp
|
| ConversationId |
- Type
- reference
- Properties
- Create, Filter, Group, Nillable, Sort
- Description
- The ID of the related conversation. Available in API version 55.0 and
later.
- This field is a relationship field.
- Relationship Name
- Conversation
- Relationship Type
- Lookup
- Refers To
- Conversation
|
| EndedByType |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, Restricted picklist, Sort
- Description
- Who or what ended the enhanced messaging session. Possible values are:
- Agent
- Bot
- EndUser
-
System:
- The session is inactive for a while, so the session ends.
- An automation ends the session.
- The session ended because of an error.
|
|
EndTime
|
- Type
- dateTime
- Properties
- Create, Filter, Nillable, Sort
- Description
- The time when the Messaging session ended.
|
|
EndUserAccountId
|
- Type
- reference
- Properties
- Filter, Group, Nillable, Sort
- Description
- The ID of the end user's account record.
- This is a relationship field.
- Relationship Name
- EndUserAccount
- Relationship Type
- Lookup
- Refers To
- Account
|
|
EndUserContactId
|
- Type
- reference
- Properties
- Filter, Group, Nillable, Sort
- Description
- The ID of the end user's contact record.
- This is a relationship field.
- Relationship Name
- EndUserContact
- Relationship Type
- Lookup
- Refers To
- Contact
|
| EndUserLanguage |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
- Description
- The preferred language of the messaging user who participated in the
messaging session.
|
|
EndUserMessageCount
|
- Type
- int
- Properties
- Nillable
- Description
- The number of messages sent by the Messaging end user.
This
value isn’t calculated in enhanced Messaging sessions. If you’re trying to
assess agent performance, consider calculating the messaging session length
(EndTime – AcceptTime)
instead.
|
|
LastReferencedDate
|
- Type
- dateTime
- Properties
- Filter, Nillable, Sort
- Description
- The timestamp for when the current user last viewed a record related to this
record.
|
|
LastViewedDate
|
- Type
- dateTime
- Properties
- Filter, Nillable, Sort
- Description
- The timestamp for when the current user last viewed this record. If this
value is null, this record might only have been referenced
(LastReferencedDate) and not viewed.
|
|
LeadId
|
- Type
- reference
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The ID of the Lead associated with this Messaging session.
|
|
MessagingChannelId
|
- Type
- reference
- Properties
- Create, Filter, Group, Sort
- Description
- The ID of the Messaging channel associated with this Messaging session.
- This is a relationship field.
- Relationship Name
- MessagingChannel
- Relationship Type
- Lookup
- Refers To
- MessagingChannel
|
|
MessagingEndUserId
|
- Type
- reference
- Properties
- Create, Filter, Group, Sort
- Description
- The ID of the Messaging end user associated with this Messaging
session.
- This is a relationship field.
- Relationship Name
- MessagingEndUser
- Relationship Type
- Lookup
- Refers To
- MessagingEndUser
|
|
Name
|
- Type
- string
- Properties
- Autonumber, Defaulted on create, Filter, idLookup, Sort
- Description
- The name of this Messaging session.
|
|
OpportunityId
|
- Type
- reference
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The ID of the opportunity record associated with this Messaging
session.
|
|
Origin
|
- Type
- picklist
- Properties
- Create, Defaulted on create, Filter, Group, Restricted picklist, Sort
- Description
- The origin of this Messaging session. Possible values are:
- AgentInitiated
-
ConversationClose—Messaging
user deleted the conversation in Apple Messages
-
ConversationControlLost—Third-party bot resumes control
from Salesforce bot or agent
- Help
- InboundInitiated
-
OptIn—Opt In Status
Change
-
OptOut—Opt Out Status
Change
- TriggeredOutbound
Messaging sessions can’t be created using Apex code. They can be created
only through customer initiation or by using Process Builder, flows, or the
Start Conversation action.
|
|
OwnerId
|
- Type
- reference
- Properties
- Create, Defaulted on create, Filter, Group, Sort, Update
- Description
- The ID of the owner associated with this Messaging session.
- This is a polymorphic relationship field.
- Relationship Name
- Owner
- Relationship Type
- Lookup
- Refers To
- Group, User
|
|
PreviewDetails
|
- Type
- string
- Properties
- Nillable
- Description
- The preview shown to an agent for this Messaging session.
|
|
SessionKey
|
- Type
- string
- Properties
- Create, Filter, Group, Nillable, Sort
- Description
- The identifier for the Messaging session.
|
|
StartTime
|
- Type
- dateTime
- Properties
- Create, Filter, Nillable, Sort
- Description
- The time when the Messaging session started.
|
|
Status
|
- Type
- picklist
- Properties
- Create, Filter, Group, Restricted picklist, Sort
- Description
- The status of the Messaging session. Possible values are:
-
New (standard channels only)
- Active
-
Consent (enhanced channels
only)
- Waiting
-
Paused (enhanced channels
only)
-
Inactive (enhanced channels
only)
- Ended
-
Error (enhanced channels only)
To learn more about these statuses, see Lifecycle of a
Messaging Session in Salesforce Help.
|
|
TargetUserId
|
- Type
- reference
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The ID of the target user associated with this Messaging session.
- This is a relationship field.
- Relationship Name
- TargetUser
- Relationship Type
- Lookup
- Refers To
- User
|
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