ConversationEntry
Supported Calls
create(), delete(), describeSObjects(), query(), retrieve(), update(), upsert()
Special Access Rules
To use the ConversationEntry object, enable the Access Conversation Entries user permission, which is available in API version 50.0 and later. Earlier versions do not require permissions.
Fields
Field | Details |
---|---|
ActorId |
|
ActorName |
|
ActorType |
|
ClientDuration |
|
ClientTimestamp |
|
ConversationId |
|
EntryEndTime |
|
EntryTime |
|
EntryTimeMilliSecs |
|
EntryType |
|
HasAttachments |
|
Message |
|
MessageDeliverTime |
|
MessageIdentifier |
|
MessageReadTime |
|
MessageSendTime |
|
MessageStatus |
|
MessageStatusCode |
|
Seq |
|
ServerReceivedTimestamp |
|
Usage
In standard SMS, WhatsApp, and Facebook Messenger channels, a ConversationEntry record is created for each message sent by a messaging end user or an agent, bot, or automation. Each ConversationEntry record is associated with a MessagingSession record, which represents the interaction between the messaging end user and the business. Access and work with ConversationEntry records like any standard object. You can report on messaging activity and track the conversation workflow end to end. You can also download or delete transcripts, redact sensitive text, and customize your workflows with solutions built on the ConversationEntry object.
In enhanced Messaging channels, Messaging for In-App and Web, and Service Cloud Voice ("enhanced channels"), inbound and outbound messages are processed in one of two ways depending on your location.
- A ConversationEntry record is created but the Message field is blank, or
- No ConversationEntry record is created.
To get the fullest picture of conversations in enhanced channels, use Data Cloud, the Connect REST API, or the Conversation Transcript Export tool to access transcripts. See Accessing Messaging and Voice Conversation Data.