AI-201 · Question #196
Which object stores the conversation transcript between the customer and the agent?
The correct answer is B. Messaging Session. The Messaging Session object in Salesforce is the standard record that stores the full conversation transcript - every message exchanged between the customer and the agent (human or AI) during a session. Option A (Messaging End User) stores information about the customer…
Question
Which object stores the conversation transcript between the customer and the agent?
Options
- AMessaging End User
- BMessaging Session
- CCase
How the community answered
(15 responses)- A7% (1)
- B87% (13)
- C7% (1)
Explanation
The Messaging Session object in Salesforce is the standard record that stores the full conversation transcript - every message exchanged between the customer and the agent (human or AI) during a session. Option A (Messaging End User) stores information about the customer identity (e.g., phone number, email) across sessions, not the conversation content itself. Option C (Case) is a support ticket record and may be related to a session, but it does not natively store the raw conversation transcript.
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