Your conversation data resides in Salesforce Core Storage or in Amazon Web Service Database (AWS), depending on the channels you're using.
| Channels | Storage Location |
|---|---|
| Live Agent (Legacy Chat) | Salesforce Core Storage |
| Standard Messaging Channels (WhatsApp, SMS, Facebook Messenger) | Salesforce Core Storage |
| Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) | AWS (Amazon Web Services Database) |
| Enhanced Messaging Channels (WhatsApp, Facebook Messenger, SMS, Apple Business Messaging, LINE) | AWS (Amazon Web Services Database) |
| Enhanced Chat | AWS (Amazon Web Services Database) |
| Enhanced Bots and Bring Your Own Bot (BYOB) | AWS (Amazon Web Services Database) |
| Bring Your Own Channel (BYOC) | AWS (Amazon Web Services Database) |
| Agentforce | AWS (Amazon Web Services Database) |
- Conversation Data in Salesforce Core Storage
Salesforce core storage is your main database, and it's built for speed. It gives you instant access to information, which is perfect for running your day-to-day reports. - Conversation Data in Amazon Web Services Database
Amazon Web Services Database (AWS Database) is a separate, high-capacity database designed for modern, high-volume communication channels. It prevents performance slowdowns in your main Salesforce environment. If you're a new customer, you are set up to use this system by default. You can also use Lightning web components to monitor service rep and customer messages in real time. - Working with Conversation Data
Let’s review the actions that you can take in each type of channel. - Comparison of Access Methods
Let's identify the best access method for your task.