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Enable Data Governance Permissions for Conversation Transcript Objects
To customize access to Data 360 objects used in conversation transcripts, grant object access according to your chosen Data Governance policy.
You can select from either attribute-based access control (ABAC) or role-based access control (RBAC). This allows you to have more control over your users' access to data. Follow instructions in Grant Access to Data 360 Objects to assign these objects to an available policy.
Associated Data 360 Objects
| Object TYpe | Name | Additional Information |
|---|---|---|
| Data Lake Objects (DLOs) | Conversation | Represents a long-running conversation that can span multiple sessions. Used for viewing a participant's (such as a contact) entire conversation history. |
| Conversation Entry | Represents a single message or utterance from a conversation participant within a conversation. | |
| Conversation Participant | Represents a single participant actively engaged in a conversation at a specific point in time. This tracks who is involved and when they joined, enabling analysis of conversation patterns and performance. | |
| Messaging Session | Represents a single conversation between a customer and an agent on a messaging channel such as WhatsApp or Facebook Messenger. It tracks the context and progress of the interaction, enabling seamless customer support. | |
| Participant | Represents a customer participating in a live chat with a support agent, or a contact center agent assisting a customer in a messaging session. | |
| Related Record | Represents a record related to a conversation. | |
| Voice Call | Represents a single phone or VoIP call within Salesforce call center solutions. The call record supports customer service interactions and sales outreach, tracking call details and related activities. | |
| Data Model Objects (DMOs) | Conversation | Represents bi-directional communication between two or more participants. It may be uni-channel or omni-channel, involving voice calls, messaging, or other forms of communication. |
| Conversation Entry | Represents a single communication, or portion of a communication with a person, within a broader set of communications. This also stores events such as the end of a call or the dropping of a participant. | |
| Engagement Channel Participant | Represents the individuals involved in a customer engagement across various channels, such as customers and service reps. | |
| Engagement Participant App Role | Represents information about participants in customer engagements, such as a customer interacting with a service rep. | |
| Engagement Topic | Represents the topics discussed by a customer and other attendees during an engagement. An engagement can have multiple topics, such as campaigns, promotions, opportunities, and tasks. | |
| Messaging Session | Represents online communication that is primarily text-based, but may include graphics. Not used to represent voice calls. | |
| Voice Call | Represents a specific type of voice communication, such as an inbound or outbound phone call. Used in unifying customer data, creating segments, and activating audiences for marketing and service purposes. |
If you more than one data space, you must grant access to objects in each data space. Object names in non-default data spaces follow the convention of <DataSpace Prefix>_<Object Name>.
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