Access Conversations in AWS

To get a complete picture of conversation data from the Amazon Web Services Database (AWS), sync your conversation data to Data 360, use the Connect REST API, or download conversation data using the bulk export tool.

You can use the specified methods to get a complete picture of conversation data for these channels.

• Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)
• Enhanced Messaging: WhatsApp, Facebook Messenger, SMS, Apple Business Messaging, and LINE
• Enhanced Chat
• Enhanced Bots and Bring Your Own Bot (BYOB)
• Bring Your Own Channel (BYOC)

• Sync Conversation Data to Data 360
  Data 360 is a Salesforce platform that unifies customer data from all your different systems to create a single, comprehensive view of your customer. Syncing your conversation data here transforms your data into an analyzable asset.
• Get Conversation Data Using Connect REST API
  This method is for programmatically fetching one specific transcript at a time and is primarily used by developers. You can use the Conversation Entries Connect REST API to access individual conversations and their associated conversation entries. It is ideal for building a custom component that displays a chat history on a case page or for showing a customer their past conversations in an external portal. It isn’t for bulk data extraction.
• Download Conversation Data Using Bulk Export Tool
  This is a utility designed for you to download a complete, historical archive of all your conversation data.