Conversation Data in Amazon Web Services Database

Amazon Web Services Database (AWS Database) is a separate, high-capacity database designed for modern, high-volume communication channels. It prevents performance slowdowns in your main Salesforce environment. If you're a new customer, you are set up to use this system by default. You can also use Lightning web components to monitor service rep and customer messages in real time.

Your data from these channels is stored here:

• 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)
• Agentforce

In these channels, inbound and outbound messages are processed in one of two ways: a ConversationEntry record is created but the Message field is blank, or no ConversationEntry record is created at all.

To get a complete picture of conversations in these channels, you must use one of these methods:

• Sync Your Conversation Data to Data 360.
• Access Conversation Data Using the Conversation Entries Connect REST API.
• Download Conversation Data Using the Bulk Export Tool.