Salesforce data storage

Created by Seb Coulthread, Modified on Tue, 23 Apr 2024 at 10:37 PM by Seb Coulthread

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:

LabelNameData Type
Accepted AtTalkativeEngage__AcceptedAt__cDate/Time
Agent Sentiment ScoreTalkativeEngage__AgentSentimentScore__cNumber(4, 2)
BrowserTalkativeEngage__Browser__cFormula (Text)
Browser NameTalkativeEngage__BrowserName__cText(100)
Browser VersionTalkativeEngage__BrowserVersion__cText(50)
CameraTalkativeEngage__Camera__cCheckbox
CaseTalkativeEngage__CaseId__cLookup(Case)
CompletedTalkativeEngage__Completed__cFormula (Checkbox)
Completed AtTalkativeEngage__CompletedAt__cDate/Time
Connection SpeedTalkativeEngage__ConnectionSpeed__cFormula (Text)
Connection Speed ValueTalkativeEngage__ConnectionSpeedValue__cNumber(10, 2)
ContactTalkativeEngage__ContactId__cLookup(Contact)
CountryTalkativeEngage__Country__cText(50)
Created AtTalkativeEngage__CreatedAt__cDate/Time
Created ByCreatedByIdLookup(User)
Customer FeedbackTalkativeEngage__CustomerFeedback__cLong Text Area(32768)
Customer RatingTalkativeEngage__CustomerRating__cPicklist
Customer Sentiment ScoreTalkativeEngage__CustomerSentimentScore__cNumber(4, 2)
EndedTalkativeEngage__Ended__cFormula (Checkbox)
Ended AtTalkativeEngage__EndedAt__cDate/Time
Ended ByTalkativeEngage__EndedBy__cText(50)
Final Agent Handle TimeTalkativeEngage__FinalAgentHandleTime__cNumber(18, 0)
HandledTalkativeEngage__Handled__cCheckbox
Interaction IDNameAuto Number
Interaction Sentiment ScoreTalkativeEngage__InteractionSentimentScore__cNumber(4, 2)
Interaction UUIDTalkativeEngage__InteractionUuid__cText(36) (External ID) (Unique Case Sensitive)
IP AddressTalkativeEngage__IpAddress__cText(50)
Last Modified ByLastModifiedByIdLookup(User)
LocationTalkativeEngage__Location__cText(255)
MicrophoneTalkativeEngage__Microphone__cCheckbox
Operating SystemTalkativeEngage__OperatingSystem__cFormula (Text)
Operating System NameTalkativeEngage__OperatingSystemName__cText(100)
Operating System VersionTalkativeEngage__OperatingSystemVersion__cText(50)
OwnerOwnerIdLookup(User,Group)
Queue UUIDTalkativeEngage__QueueUuid__cText(36)
Reserved AtTalkativeEngage__ReservedAt__cDate/Time
Reserved Wait TimeTalkativeEngage__ReservedWaitTime__cFormula (Number)
SpeakerTalkativeEngage__Speaker__cCheckbox
StatusTalkativeEngage__Status__cPicklist
SubjectTalkativeEngage__Subject__cText(255)
TranscriptTalkativeEngage__Transcript__cLong Text Area(50000)
TypeTalkativeEngage__Type__cPicklist (Multi-Select)
User AgentTalkativeEngage__UserAgent__cText(255)
Wait TimeTalkativeEngage__WaitTime__cFormula (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:Screenshot 2022-11-09 at 14.10.29

Files will then show up within Talkative interaction records:

image (12)

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.

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