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.

Note