Conversation

The Alcméon for Salesforce package automates the creation and updating of the alcmeon__Conversation__c custom objects, for eligible social media conversations when your organization is linked to an Alcméon environment. This object is first created when a conversation is transferred from Alcméon to Salesforce, then updated as needed. Once a conversation closes in Alcméon, the package updates the alcmeon__Status__cfield within the object to reflect a status of CLOSED.

👤 The Salesforce administrator is responsible for for effectively managing standard Salesforce objects, such as Cases, through each stage of the alcmeon__Conversation__c objects.

The alcmeon__Conversation__c custom object contains the following fields:

Field label	API name	Data type	Field required	From version	Description
Account	`alcmeon__Account__c`	Lookup(Account)	No	1.0	Used to link the object to a PersonAccount when the PersonAccount mode is enabled (mutually exclusive usage with the `alcmeon__Contact__c` field).
Alcmeon Conversation ID	`Name`	Auto Number	Yes	1.0	Auto increment ID.
Alcméon scoped ID	`alcmeon__scoped_id__c`	Text(30) (External ID)	Yes	1.0	Alcméon conversation external ID. Important Note: The format of these IDs is considered an internal implementation detail and it may change without notice. As such, you should not rely on or alter the content of these IDs in your tests. If you need to mock these IDs for integration unit tests, it's important to note that they are formatted as four fields separated by colons (":"). For testing purposes, the specific content of these fields isn't significant.
Case	`alcmeon__Case__c`	Lookup(Case)	No	1.0	ID of the Case associated with the `alcmeon__Conversation__c` object. Important Notes: This field is not set directly by the package, but should be assigned by your trigger when a conversation is received and a Case is created. However, if the conversation follows an engagement message, the field will be populated with the Engagement Case ID instead, to indicate the link between the new conversation and the related engagement context. This behavior may override a Case that was already associated with the conversation prior to the engagement response. Such overrides can be detected and handled within the conversation trigger logic.
Channel specific user data	`alcmeon__Channel_specific_user_data__c`	Long Text Area(131072)	No	5.31	A JSON string with the user data specific to the conversation channel (social network), such as app_user_id for a KakaoTalk account.
Contact	`alcmeon__Contact__c`	Lookup(Contact)	No	1.0	Used to link the object to a Contact when the PersonAccount mode is not enabled (mutually exclusive usage with the `alcmeon__Account__c` field).
Conversation custom fields	`Conversation_custom_fields`	Long Text Area(131072)	No	5.3	Deprecated.
Conversation type	`alcmeon__Conversation_type__c`	Text(255)	No	1.2	Type of the conversation. The possible values depends on the social network (see `alcmeon__Social_media_type__c`): - For Twitter: `Direct Messages`, `@mentions` - For Facebook: `Messenger`, `Open posts`, `Wall comments`, `Ad comments`, `Events`, `Facebook Ratings` - For Instagram: `Comments`, `Mentions`, `Instagram Direct` - For Google My Business: `Review` - For Whatsapp: `Whatsapp Messages` - For Apple Business Chat: `Apple Business Chat messages` - For AlcmeonChat: `inMessage` - For Wechat: `Wechat Messages` - For Trustpilot: `Service Review`, `Product Review` - For Line: `Line Messages` - For KakaoTalk: `Kakaotalk Messages` - For Linkedin: `LinkedIn comments` - For Tiktok: `TikTok comments` Important Note: These fields are for human only and their values may change in the future.
Company ID	`alcmeon__Company_id__c`	Number	No	5.10	Unique identifier for the Alcméon environment associated with this conversation.
Created By	`CreatedById`	Lookup(User)	Yes	1.0	ID of the Salesforce User that has given authorization to Alcméon to make API calls.
Engagement Sender Email	`alcmeon__Engagement_Sender_Email__c`	Text(255)	Yes	1.0	If applicable, this field contains the email of the advisor who initiated the conversation by sending an engagement message to the recipient.
First message date	`alcmeon__First_message_date__c`	Date/Time	Yes	1.0	Datetime of the first message of the conversation.
From SF Queue ID	`alcmeon__From_SF_Queue_Id__c`	Text(20)	No	2.3	Salesforce ID of the queue used when transferring conversation from Salesforce to Alcméon (as defined in the mapping configured in Alcméon in team-based routing mode).
Language iso code	`alcmeon__tag_lang_iso_code__c`	Text(3)	No	3.3	Iso code of the language: normalized value of `alcmeon__tag_1__c` (e.g. `en` for `english`), else default value is `-`.
Last action advisor ID	`alcmeon__Last_action_advisor_id__c`	Text(255)	No	2.5	Alcméon ID of the last advisor that has processed the conversation in Alcméon, or Alcméon ID of the default bot if no advisor has processed the conversation yet.
Last action advisor name	`alcmeon__Last_action_advisor_name__c`	Text(255)	No	2.5	Name of the last advisor that has processed the conversation in Alcméon.
Last action advisor email	`alcmeon__Last_action_advisor_email__c`	Text(80)	No	3.1	Email of the last advisor who has processed the conversation in Alcméon if not a bot, else `-`.
Last message date	`alcmeon__Last_message_date__c`	Date/Time	Yes	1.0	Datetime of the last message of the conversation.
Last Modified By	`LastModifiedById`	Lookup(User)	Yes	1.0	ID of the Salesforce User that modified the object for the last time.
Messages	`alcmeon__Messages__c`	Rich Text Area(131072)	No	1.0	Latest messages of the conversation (HTML and CSS Formatted) Important Notes: Twitter Restrictions: Alcméon is prohibited from transferring usernames, message contents, or attachments from Twitter to third parties, including clients. As a result, no Twitter content will be synced in this field. Human-Readable Content: This field is intended for human use only. The format may change without notice, so do not attempt to parse or modify this field. For displaying conversation content, use the Alcméon conversation widget instead. See the FAQ for more details.
Owner	`OwnerId`	Lookup(User,Group)	Yes	1.0	Salesforce owner ID of the object.
Rating scale	`alcmeon__Rating_scale__c`	Number(5, 0)	No	5.31	When ratings are supported by the social network, this field represents the rating scale or maximum possible value for a rating (nullable).
Rating value	`alcmeon__Rating_value__c`	Number(5, 2)	No	5.31	When ratings are supported by the social network, this field represents the rating value associated with a message in the conversation (if any).
Routing Queue ID	`alcmeon__Routing_Queue_Id__c`	Text(20)	No	1.5	Deprecated. Not to be used anymore.
Social media account	`alcmeon__Social_media_account__c`	Text(255)	Yes	1.0	Name of the social media account/page.
Social media external ID	`alcmeon__Social_media_external_id__c`	Text(255)	No	2.4	External ID of the social media page. Important Notes: For WhatsApp On-premises accounts, the unique identifier corresponds to the phone number of the social media account. For example, it might be in the format 33677889922. For WhatsApp Cloud API accounts, the unique identifier is an external ID and is not related to the phone number.
Social media type	`alcmeon__Social_media_type__c`	Text(255)	No	1.1	Social media. Possible values: - `Gbm` - `Gmb` - `Business-chat` - `Webchat` - `Facebook` - `Instagram` - `Kakaotalk` - `Line` - `Linkedin` - `Tiktok` - `Trustpilot`, `Twitter` - `Wechat` - `Whatsapp`
Status	`alcmeon__Status__c`	Picklist	No	2.4	Status of the conversation in Alcméon: `Opened`, `Closed`.
tag_1 to tag_10	`alcmeon__tag_1__c` to `alcmeon__tag_10__c`	Text(255)	No	1.0	Alcméon conversation tags. Format: `<tag group name>:<tag value>`. Example: `team:care`
tag_1_id to tag_10_id	`alcmeon__tag_1_id__c` to `alcmeon__tag_10_id__c`	Text(30)	No	3.9	Alcméon ID of conversation tags. Format: `<tag group ID>:<tag value ID>` (or only `:` if no tag set). Example: `1:2`
To SF Queue ID	`alcmeon__To_SF_Queue_Id__c`	Text(20)	No	2.3	Salesforce ID of the queue used when transferring conversation from Alcméon to Salesforce (as defined in the mapping configured in Alcméon in Omnichannel mode).
url	`alcmeon__url__c`	URL(255)	Yes	1.0	Url of the conversation in Alcméon. Note: the url is updated each time a new message from the user is received.
User custom fields	`alcmeon__User_custom_fields__c`	Long Text Area(131072)	No	5.3	List of custom fields defined for the Alcméon user in JSON format, e.g. `[{"field_id": 345, "field_label": "label", "field_value": "VALUE"}]` Note: For a custom field of type phone number, the format of the value is: `{ "country_prefix": "+33", "number": "0677889922" }`
User external ID	`alcmeon__User_external_id__c`	Text(255)	No	2.4	External ID of the user in the social media.
User name	`alcmeon__User_name__c`	Text(255)	No	1.2	Name of the contact in the social network.