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 administratoris responsible for for effectively managing standard Salesforce objects, such asCases, through each stage of thealcmeon__Conversation__cobjects.
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 avoid relying on or altering 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 created upon the creation of an alcmeon__Conversation__c
object. |
| 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
These fields are for human only: there is no guarantee that the above values will not 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:
|
| 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:
|
| 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.
NB: 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: |
| 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. |
Updated 4 months ago