To optimize platform performance and reduce latency, Salesforce Agentforce Service is migrating chat transcript storage from the Salesforce Platform to Amazon Web Services (AWS). Because legacy methods for querying transcript data directly from the platform will be unavailable, you must transition your data pipelines, BI layers, and integrations to use the new features.
Where: This change applies to Agentforce Service in Enterprise, Performance, Unlimited, and Developer editions with Foundations or Agentforce 1 editions. View supported editions for messaging and supported editions for voice.
When: This nonreversible change applies to the remaining customer organizations in rolling phases starting June 20, 2026.
Why: Moving to AWS ensures better scalability and faster data retrieval for your service orgs. Advance notification of this infrastructure shift was previously distributed via Legal sub-processor alerts to opted-in customers and is also published on the official Salesforce Infrastructure and Sub-processors (I&S) documentation.
How: To prepare for this deployment, update your data pipelines and integrations immediately so you don’t lose access to your query data. Review the full transition details on how to access conversation data to guide your migration.