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Limitations on ConversationEntry Object for Messaging In-App and Web

Дата публикации: Jul 21, 2025
Описание
  • From the object: ConversationEntry, The "Message" field value is always empty and not available for customers to report on for future reference. Only available from the Console--> MessagingSession tab --> Conversation panel.
  • Similar to Live Chat Transcript Events, There is no event object for Messaging In-App and web(MIAW) to track its events like Transfer status, Chat ended by agent/ visitor, etc.
Решение

There are two ways transcripts can be access 

1. Connect REST API
2. Use data cloud 

Check below documentation for information and considersations

https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&type=5



 

Номер статьи базы знаний

000397177

 
Загрузка
Salesforce Help | Article