Work with Messaging Data

Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.

• Protect Customer Data and Privacy in Messaging
  Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.
• Track Messaging Users in Salesforce
  When a customer messages your company, Salesforce creates a messaging user record for them. The messaging user record can include the customer’s name, phone number or Facebook name, and consent status. Messaging user records are required for your recipients, even if you’re sending messages to contacts, employees, or person accounts.
• Report on Messaging Activity
  To track your support team’s messaging activity in Messaging channels, create custom report types on Messaging objects.
• Access Messaging Transcripts
  You or your support team may need to download, redact, report on, or otherwise monitor transcripts from your messaging channels.