Conversation Data in Salesforce Core Storage

Salesforce core storage is your main database, and it's built for speed. It gives you instant access to information, which is perfect for running your day-to-day reports.

Your data from these channels goes directly to ‌core storage:

• Legacy Chat (retired February 14, 2026)
• Standard Messaging: WhatsApp, SMS, Facebook Messenger (retired February 14, 2026)

In Standard Messaging channels, a ConversationEntry record is created for each message sent by an end user, a service rep, a bot, or an automation. ConversationEntry records (except for the first message) aren’t created until the messaging session ends and the service rep closes the session tab. Each ConversationEntry record is associated with a MessagingSession record, which represents the message interaction between the end user and the business.

You can access and work with ConversationEntry records like any standard object. You can report on ‌messaging activity and track the conversation workflow. You can also download or delete transcripts, redact sensitive text, and customize your workflows with solutions built on the ConversationEntry object.

You can use Salesforce Object Query Language (SOQL) to ask specific questions, connect transcript data to related records (like the Contact's email), and summarize information.

You can use Data Loader or the Salesforce Bulk and REST APIs to download transcripts.