Configure Your Deployment to Ingest Third-Party Bot Conversation History

The Conversation History API ingests the conversation history between an end user and a third-party bot into the service console. This is useful when you have third-party bots helping customers with their queries before escalating the conversation to a service rep. For sessions that get escalated, service reps can see the conversation history and resolve queries faster. For sessions that are resolved by the bots and aren’t escalated, this information can be used for data collection and usage metrics purposes. You can use the same API to ingest attachment history by uploading the attachment to Salesforce Files and generating a shareable link.

This API is available in version 63.0 and later.

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