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Cross-Cloud Conversation and Messaging Sample Queries
Use these sample queries to identify situations in which a conversation or message was transferred from one cloud to another.
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Available in:
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Inbound Conversation Trigger Results
This query groups information by the associated number or channel. Information returned includes the number of bot user messaging sessions, number of user messaging sessions, and total number of transferred messaging sessions. You can filter using a specified time period.
SELECT
COUNT(*)
FROM
ssot__MessageEngagement__dlm
WHERE
ssot__EngagementChannelActionId__c = 'INBOUND_MO' AND
ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
ssot__EngagementDateTm__c BETWEEN from_iso8601_timestamp('START_DATE') AND
from_iso8601_timestamp('END_DATE')Inbound Conversation History
Information returned includes a specified phrase, cross-cloud list of previous messages in the session, journey, associated number or channel, and event timestamp. You can filter using a specified time period.
SELECT
COUNT(*)
FROM
ssot__MessageEngagement__dlm
WHERE ssot__EngagementChannelActionId__c = 'INBOUND_MO' AND
ssot__MessageText__c = 'HELP' AND
ssot__EngagementDateTm__c BETWEEN from_iso8601_timestamp('START_DATE') AND
from_iso8601_timestamp('END_DATE')Message Interaction Statistics
This query groups results by cloud. You can also group results by channel or source. Information returned includes the number of sent messages, number of delivered messages, number of read messages, and associated number or channel. You can filter using a specified time period.
SELECT
ssot__WorkflowId__c,
COUNT(*)
FROM
ssot__MessageEngagement__dlm
WHERE
ssot__EngagementChannelActionId__c = 'DR' AND
ssot__MessageRecipientSendStatus__c = 'DELIVERED' AND
ssot__EngagementDateTm__c BETWEEN from_iso8601_timestamp('START_DATE') AND
from_iso8601_timestamp('END_DATE')
GROUP BY
ssot__WorkflowId__cNew Conversation Messages versus Session Messages
This query groups results by WhatsApp template type and by cloud. Information returned includes the total number of sent messages, number of delivered messages, number of read messages, and associated number or channel. You can filter using a specified time period.
SELECT
COUNT(*)
FROM
ssot__MessageEngagement__dlm
WHERE
ssot__EngagementChannelActionId__c = 'INBOUND_MO' AND
ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
ssot__EngagementDateTm__c BETWEEN from_iso8601_timestamp('START_DATE') AND
from_iso8601_timestamp('END_DATE')