Connector Improvement: Salesforce: Add Related Record ID for Conversation Entry table
Answered
As a part of Salesforce's Omni-Channel support platform, a conversation entry can belong to either a messaging session or voice call. In the current Fivetran data, the conversation entry can only be joined back to the Conversation (via the conversation_id). There is no way to connect it to it's related messaging session or voice call. This is an important link that is missing as it's impossible to accurately tie the entry to the session/call.
Salesforce API docs show the related records field in the Conversation Entry entity: https://developer.salesforce.com/docs/atlas.en-us.chatterapi.meta/chatterapi/connect_responses_conversation_entry.htm
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Official comment
Hi Anna,
Sadie from the Product team here. Thanks for submitting this request. I've added it to our backlog, but I don't have a timeline at this point. Given that the relatedRecords field returns an array, we need to consider the implementation carefully, which is why this is not a straightforward ask.
Can you share a little bit more about how you will use the conversation entry data and why it's important to link it to messaging sessions/voice calls?
Best,
Sadie
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This would be so helpful!
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Hi Sadie,
We use conversation entries to calculate various metrics, the most important being how long it takes for our customer support agents to first respond to a support chat. In Salesforce, a conversation can have multiple messaging sessions that belong to it. Each of those sessions more represent what you think of as a standalone support chat. We'd like to be able to calculate this time to first response (and other metrics) for each messaging session, but we can't without that link. We can only calculate it at the conversation level, which is not the right level for the metric.
Hopefully that helps!
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