Talkative's customer object data model - how data is sent into Salesforce.
Objects
Talkative passes through information to Salesforce via three custom Objects:
Object Label | API Name | Description |
Interaction | TalkativeEngage__Interaction__c | A Talkative customer interaction |
Interaction Data | TalkativeEngage__InteractionData__c | Additional info supplied with an interaction |
Agent Status | TalkativeEngage__AgentStatus__c | Information about agent status |
Interaction Object: Fields & Relationships
Interaction Objects apply to Talkative chat/voice/video/cobrowse interactions:
Label | Name | Data Type |
TalkativeEngage__AcceptedAt__c | Date/Time | |
TalkativeEngage__AgentSentimentScore__c | Number(4, 2) | |
TalkativeEngage__Browser__c | Formula (Text) | |
TalkativeEngage__BrowserName__c | Text(100) | |
TalkativeEngage__BrowserVersion__c | Text(50) | |
TalkativeEngage__Camera__c | Checkbox | |
TalkativeEngage__CaseId__c | Lookup(Case) | |
TalkativeEngage__Completed__c | Formula (Checkbox) | |
TalkativeEngage__CompletedAt__c | Date/Time | |
TalkativeEngage__ConnectionSpeed__c | Formula (Text) | |
TalkativeEngage__ConnectionSpeedValue__c | Number(10, 2) | |
TalkativeEngage__ContactId__c | Lookup(Contact) | |
TalkativeEngage__Country__c | Text(50) | |
TalkativeEngage__CreatedAt__c | Date/Time | |
CreatedById | Lookup(User) | |
TalkativeEngage__CustomerFeedback__c | Long Text Area(32768) | |
TalkativeEngage__CustomerRating__c | Picklist | |
TalkativeEngage__CustomerSentimentScore__c | Number(4, 2) | |
TalkativeEngage__Ended__c | Formula (Checkbox) | |
TalkativeEngage__EndedAt__c | Date/Time | |
TalkativeEngage__EndedBy__c | Text(50) | |
TalkativeEngage__FinalAgentHandleTime__c | Number(18, 0) | |
TalkativeEngage__Handled__c | Checkbox | |
Name | Auto Number | |
TalkativeEngage__InteractionSentimentScore__c | Number(4, 2) | |
TalkativeEngage__InteractionUuid__c | Text(36) (External ID) (Unique Case Sensitive) | |
TalkativeEngage__IpAddress__c | Text(50) | |
LastModifiedById | Lookup(User) | |
TalkativeEngage__Location__c | Text(255) | |
TalkativeEngage__Microphone__c | Checkbox | |
TalkativeEngage__OperatingSystem__c | Formula (Text) | |
TalkativeEngage__OperatingSystemName__c | Text(100) | |
TalkativeEngage__OperatingSystemVersion__c | Text(50) | |
OwnerId | Lookup(User,Group) | |
TalkativeEngage__QueueUuid__c | Text(36) | |
TalkativeEngage__ReservedAt__c | Date/Time | |
TalkativeEngage__ReservedWaitTime__c | Formula (Number) | |
TalkativeEngage__Speaker__c | Checkbox | |
TalkativeEngage__Status__c | Picklist | |
TalkativeEngage__Subject__c | Text(255) | |
TalkativeEngage__Transcript__c | Long Text Area(50000) | |
TalkativeEngage__Type__c | Picklist (Multi-Select) | |
TalkativeEngage__UserAgent__c | Text(255) | |
TalkativeEngage__WaitTime__c | Formula (Number) |
Interaction Data Object: Fields & Relationships
The following data will be sent to Salesforce to create an interaction object when the session is started:
Data | Field Name | Data Type |
Created By | CreatedById | Lookup(User) |
Data | TalkativeEngage__Value__c | Long Text Area(32768) |
Interaction | TalkativeEngage__InteractionId__c | Master-Detail(Interaction) |
Interaction Data ID | Name | Auto Number |
Key | TalkativeEngage__Key__c | Text(255) |
Last Modified By | LastModifiedById | Lookup(User) |
Agent Status Object: Fields & Relationships
The following data will be sent to Salesforce on a daily basis:
Data | Field Name | Data Type |
Created By | CreatedById | Lookup(User) |
Last Modified By | LastModifiedById | Lookup(User) |
Log Id | Name | Auto Number |
Logged At | TalkativeEngage__LoggedAt__c | Date/Time |
Owner | OwnerId | Lookup(User,Group) |
Status | TalkativeEngage__Status__c | Picklist |
User | TalkativeEngage__UserId__c | Lookup(User) |
Salesforce Records
When an interaction request has been started, a record is created in Salesforce. If the identifier matches an existing Contact record, the record will be shown to an agent. Email address will be used to identify customers over chat, and phone numbers will be used to identify customers over voice. If no Contact record exists, the interaction will be orphaned.
Data Storage
The Talkative application is hosted in Amazon Web Services (AWS) data centre infrastructure. All data is stored in Salesforce, in addition to Talkative’s AWS environment. Specifically, the data is sent to Salesforce via secure API.
The data can be purged from the Talkative database based on the variable data retention policy set in Talkative.
The only data that is not sent over is:
- Video recordings are stored within Talkative's AWS environment.
- Attachments within chat transcripts can be sent depending on whether you have enabled this setting or not. To enable this setting, click API Config Settings on your Salesforce config setting within Talkative. Then tick this box:
Files will then show up within Talkative interaction records:
API Usage
It is the responsibility of the customer organisation to ensure that the Salesforce org has the correct number of API requests provisioned in order to use Talkative functionality. The number of API calls varies depending on the interaction, but you should allocate 8 API calls per interaction.