ConversationEntry

Represents a message or event in a voice call or a standard or enhanced messaging session. This object is available in API version 43.0 and later.

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	Type reference Properties Create, Filter, Group, Nillable, Sort Description The ID of the author. The possible values can be `null` or any ID in the following domain set: `BotDefinition` `LiveChatVisitor` `MessagingEndUser` `User` This is a polymorphic relationship field. Relationship Name Actor Relationship Type Lookup Refers To MessagingEndUser, User
ActorName	Type string Properties Create, Filter, Nillable, Sort Description The name of the author sending the message or event.
ActorType	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort Description The author of this entry in the chat history. The valid values include: `Agent` `Bot` `EndUser` `Supervisor` `System`
ClientDuration	Type int Properties Create, Filter, Group, Nillable, Sort Description The length in milliseconds for the entry. This field is used with voice messages and other applicable use cases. This value may be 0 if not set by the client. This field is available in API version 51.0 and later.
ClientTimestamp	Type dateTime Properties Create, Filter, Nillable, Sort Description The timestamp sent by the client when it generated the entry. This field is available in API version 51.0 and later.
ConversationId	Type reference Properties Create, Filter, Group, Sort Description The MessagingSession ID this entry belongs to. This is a polymorphic relationship field. Relationship Name Conversation Relationship Type Lookup Refers To MessagingSession, VoiceCall
EntryEndTime	Type datetime Properties Create, Filter, Nillable, Sort Description The timestamp that this entry ended in the chat history. This field is available in API version 48.0 and later.
EntryTime	Type datetime Properties Create, Filter, Sort Description The timestamp of this entry in the chat history.
EntryTimeMilliSecs	Type int Properties Create, Filter, Group, Nillable, Sort Description The milliseconds value for the time when an entry was received by the server. Note that the related EntryTime field does not provide millisecond accuracy. This field is available in API version 51.0 and later.
EntryType	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort Description The type of entry in the chat history. Can be a message (`text`) or an event. The possible values include: `Text` `AdminOptedIn` `AdminOptedOut` `BotEscalated` `ChatbotClosedIdleSession` `ChatbotEndedChatByAction`—Conversation ended by automated action `ChatbotEndedTransferNotConfigured`—Conversation ended because transfer fail is not configured `ChatbotEstablished` `ChatbotNotEstablished` `EndUserOptedIn` `EndUserOptedOut`
HasAttachments	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort Description Indicates whether a message has attachments associated with it (`true`) or not (`false`).
Message	Type textarea Properties Create, Nillable Description The message or event sent by the author. In ConversationEntry records for enhanced Messaging channels or Messaging for In-App and Web, the Message field is blank due to data storage differences from standard channels.
MessageDeliverTime	Type datetime Properties Create, Filter, Nillable, Sort Description Unused field reserved for future use.
MessageIdentifier	Type string Properties Create, Filter, Group, Nillable, Sort Description The unique ID for the message. Maximum size is 36 characters.
MessageReadTime	Type datetime Properties Create, Filter, Nillable, Sort Description Unused field reserved for future use.
MessageSendTime	Type datetime Properties Create, Filter, Nillable, Sort Description Unused field reserved for future use.
MessageStatus	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort Description The status of the message sent by the author. The valid values include: `Delivered` `Error` `Pending` `Read` `Sent`
MessageStatusCode	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The code associated with a message status. MessageStatusCode is only populated when a message is undeliverable
Seq	Type int Properties Create, Filter, Group, Sort Description The sequence position of this entry in the chat history.
ServerReceivedTimestamp	Type dateTime Properties Create, Filter, Nillable, Sort Description The timestamp recorded when the server received the entry. This is a unique value and is used for ordering. This value can also be referred to as the “transcripted timestamp.” This field is available in API version 51.0 and later.

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.

ConversationEntry records aren’t created until the messaging session ends and the agent closes the session tab. One exception is for the first message in any standard messaging session, whose ConversationEntry record is created immediately.

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ConversationEntry

Supported Calls

Special Access Rules

Fields

Usage