Loading
Salesforce now sends email only from verified domains. Read More
Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Store and Access Your Conversation Data

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Service

            Store and Access Your Conversation Data

            Find all the information you need on conversation data.

            Required Editions

            View supported editions for Voice.
            View supported editions for Messaging.

            We help you pick the right tool for your requirements. For example, you might want to build a daily performance report, add a transcript to your app, save data to follow company rules, or analyze conversations for insights. The channels you use, such as Enhanced Chat or Email-to-Case, determine where we store your data.

            Here, we explain our two storage systems, show which conversations go where, and compare the different tools you can use to get your data. We also explain how to download, delete, redact, report on, and work with conversation transcripts from messaging sessions and voice calls.

            • Where Your Conversation Data Resides
              Your conversation data resides in Salesforce Core Storage or in Amazon Web Service Database (AWS), depending on the channels you're using.
            • Access Conversations in AWS
              To get a complete picture of conversation data from the Amazon Web Services Database (AWS), sync your conversation data to Data 360, use the Connect REST API, or download conversation data using the bulk export tool.
            • Analyze Conversation Transcript Data in Data 360
              To review and analyze conversation data, use Data 360 to access transcripts from enhanced Messaging channels, voice calls, and Unified Messaging. Analyze transcripts with reports and dashboards in Data 360, zoom in to your data with Data Cloud API, and search for specific information by using Salesforce Object Query Language (SOQL) queries.
            • Export Conversation Transcripts
              Salesforce users can export conversation transcripts for Voice, Enhanced Chat, enhanced Facebook Messenger, and enhanced WhatsApp in any production org. Conversation export isn’t supported in sandboxes, and conversation transcripts don’t count towards your Salesforce org’s storage limits and usage calculations.
            • Block Sensitive Data in Messaging Sessions and Voice Call Transcripts
              Create sensitive data rules to block specific patterns, such as credit card numbers or profanity, in Enhanced Messaging sessions, Enhanced Chat, and voice call transcripts. You can remove the text or replace it with your preferred characters. This method, also known as data masking, helps protect your customers’ data.

            See Also

             
            Loading
            Salesforce Help | Article