Salesforce CXG basic features on Alibaba Cloud: CXG Conversation Object Reference-Salesforce on Alibaba Cloud(Salesforce)-阿里云帮助中心

CXG Conversation related objects

The CXG Conversation feature uses the following objects in the CXG managed package:

Object name	Object description
MessagingChannel__c	The message channel object. It represents the configuration of a message channel.
MessagingEndUser__c	The message end user object. It represents an end user of a message channel.
MessagingSession__c	The message session object. It represents a session on a message channel.
Conversation__c	The session object. It represents a session.
ConversationEntry__c	The session entry object. It represents an entry in a session.

Object API name: CXG__MessagingChannel__c

Object description: This object represents the configuration of a message channel.

Field name	Description
External Id	For internal use by CXG. The rule is to concatenate the channel type and the channel app_id.
Name	The channel name. Used to record the name of the WeChat Official Account Platform.
Developer Name	For internal use by CXG. Same as `External Id`.
Master Label	The message channel type. Supports types such as WeChat and WeCom.
Message Type	The channel type. Includes `WeChat MP` and `WeChat OA`.
Messaging Channel Name	The message channel type. Supports types such as WeChat and WeCom.
Messaging Platform Key	The ID of the third-party channel, such as the `app_id` of the WeChat Official Account Platform.

Object API name: CXG__MessagingEndUser__c

Object description: This object represents an end user of a message channel.

Field name	Description
Account	Lookup(Account). This field can be populated manually or by custom logic as needed.
Contact	Lookup(Contact). This field can be populated manually or by custom logic as needed.
External Id	For internal use by CXG. The rule is to concatenate the channel type and the Official Account Open ID.
Lead	Lookup(Lead). This field can be populated manually or by custom logic as needed.
Message Type	The message type. Includes `WeChat OA` and `WeChat MP`.
Messaging Channel	Lookup(CXGMessagingChannel__c). This field corresponds to the channel ID of the Messaging End User.
Messaging End User Name	The default value is `Guest`.
Messaging Platform Key	In the CXG Conversation scenario, this is the `Open ID` obtained from the Official Account Platform.
Union Id	If the channel type for this Messaging End User is `WeChat OA` and the Official Account is associated with the WeChat Open Platform, CXG retrieves and stores the Union ID in this field.
Corp Name	Reserved field.
Avatar	Reserved field.

Object API name: CXG__MessagingSession__c

Object description: This object represents a session on a message channel.

Field name	Description
Case	Lookup(Case). The case associated with the session.
Channel Key	The `app_id` of the Official Account Platform to which the session belongs.
Channel Name	The name of the channel to which the session belongs.
Channel Type	The type of channel to which the session belongs. Includes `WeChat OA` and `WeChat MP`.
Chat Type	Reserved field.
Conversation	Lookup(CXGConversation__c). The Conversation associated with this Messaging Session.
Accept Time	The time when the agent accepted the session.
Start Time	The start time of the Messaging Session.
End Time	The end time of the Messaging Session.
Ended By Type	The type of entity that ended the session. Includes `Agent` (the agent ended the session manually) and `System` (the system ended the session automatically after 48 hours).
External Id	For internal use by CXG.
Messaging Channel	Lookup(CXGMessagingChannel__c). The Messaging Channel to which this session belongs.
Messaging End User	Lookup(CXGMessagingEndUserc), the messaging end user in the session
Status	The session status. Includes `Waiting` (waiting for acceptance), `Active` (accepted), and `Ended` (ended).
Target User	The CRM User ID of the user who accepted the session.
Agent Type	Reserved field. The default value is `Agent`.

Object API name: CXG__Conversation__c

Object description: This object represents a conversation.

Field name	Description
Conversation Channel	Lookup(CXGMessagingChannel__c). Corresponds to the source channel of the Conversation.
End Time	The session end time. Same as the End Time of the Messaging Session.
Start Time	The session start time. Same as the Start Time of the Messaging Session.
External Id	For internal use by CXG.

Object API name: CXG__ConversationEntry__c

Object description: This object represents an entry in a conversation.

Field name	Description
Actor Id	Records the ID of the message creator. This is typically `CXG__MessagingEndUser__c.Id` for inbound messages or `User.Id` for outbound messages.
Actor Name	Records the name of the message creator. This is typically `CXG__MessagingEndUser__c.Name` for inbound messages or `User.Name` for outbound messages.
Actor Type	Records the type of the message creator. Includes `EndUser` for inbound messages and `Agent` for outbound messages.
Conversation Identifier	Lookup(CXGMessagingSession__c). Identifies the Messaging Session to which this ConversationEntry belongs.
Entry Time	The time when the message was created.
Entry Type	The message type. Includes `Text`, `AdminOptedIn` (a system message type recorded during session transfer-in), and `AdminOptedOut` (a system message type recorded during session transfer-out).
External Id	For internal use by CXG.
Message	The message content.
Seq	For internal use by CXG. The message sequence, which increments based on the message creation time.