ConversationEntry
Represents a message or an event in the messaging history between an agent or bot and an end user.
| Field | Details |
|---|---|
| identifier | Type Reference Description The ID of the entry, replicated from entryPayload. Relationship Type Lookup Refer To ConversationEntry |
| conversation_identifer | Type Reference Description The ID of the conversation that's associated with the conversation entries. Relationship Type Lookup Refer To Conversation |
| entry_type | Type Text Description The type of conversation entry, replicated from entryPayload. |
| entry_payload | Type Text Description The JSON serialized entry payload defined by the AbstractEntry schema. See ConversationEntry Payload Schema for the schema file that defines the structure of this field. Possible values are: - MESSAGE - PARTICIPANT_CHANGED - MESSAGE_DELIVERY_FAILED - ROUTING_RESULT - ROUTING_WORK_RESULT - NOTE - FLAG_RAISE - FLAG_LOWER - CLIENT_MENU - END_USER_CONSENT_UPDATED - SESSION_STATUS_CHANGED - CONSULT_CONVERSATION_INFO - SESSION_CONTEXT - SESSION_OWNER_CHANGED. |
| sender | Type Text Description The JSON serialized payload with data that contains the participant that sent the message. |
| transcripted_timestamp | Type DateTime Description The date and time when the message was received by the server. |
| related_records | Type List Description The list of Salesforce record IDs which are related to this entry. |
| client_timestamp | Type DateTime Description The date and time when the message was sent by the client. |
| client_duration | Type Integer Description The duration (in milliseconds) measured on the client side for a conversation entry. |
Each ConversationEntry record includes a payload field. This field contains structured data representing a single event or message in a conversation, such as a user message, a participant change, or a routing result.
The contents of the payload field vary depending on the type of entry, which is indicated by the entry type field.
Each ConversationEntry record includes:
- Entry type (
entryType): A string that identifies the type of event or message. - Entry payload (
entryPayload): A JSON payload whose structure depends on the entry type.
This setup allows different types of conversation events to be represented flexibly within the same object.
Examples of supported entry types include Message, ParticpantChanged, and RoutingResult.
- Message: Uses the Message schema
- ParticipantChanged: Uses the ParticipantChanged schema
- RoutingResult: Uses the RoutingResult schema
Some entry types may contain subtypes. For example, the Message schema may contain different message formats, such as StaticContentMessage and FormResponseMessage, depending on the content.
Refer to the conversation-public-components.yaml schema file on GitHub for a list of supported entry types and their descriptions and for guidance on how to interpret the entry payload based on its entry type. Please note, this file may update over time, so if you are noticing payload types that aren’t referenced in your version of the file, make sure to come back to this page and download the new version. Key details about the schema include:
- All payload types extend from the shared base type AbstractEntry.
- Each entry type has its own defined schema with required and optional fields.
- Off-Platform Messaging Objects
- ConversationEntry Schema (Off Platform)
- Object Reference for the Salesforce Platform: VoiceCall
- Object Reference for the Salesforce Platform: MessagingSession