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Messaging User Fields

Messaging user records represent a link between a messaging channel and a user. The messaging user record includes details like the customer’s name, phone number or Facebook name, and consent status, and allows you to quickly review all messaging sessions that took place with the customer in a channel.

Required Editions

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Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
Field Description
Contact Contact record that’s linked to the messaging user record.
Account Account record that’s linked to the messaging user record.
External ID

The messaging user’s contact information:

  • (SMS and LINE channels) The messaging user’s phone number
  • (Facebook Messenger channels) The messaging user’s Facebook name
  • (WhatsApp channels) The phone number associated with the messaging user’s WhatsApp account
  • (Apple Messages for Business channels) An opaque ID generated by Apple which is unique to the relationship between the user’s Apple ID and your business’s Business ID
Locale The locale of the messaging user.
Messaging Channel The channel that the messaging user sent the message to.
Messaging Platform Key The phone number, Facebook page ID, Apple Messages identifier, or web or mobile app identifier associated with the messaging user.
Message Type

Indicates the types of messages sent:

  • Text
  • WhatsApp
  • Facebook
  • LINE
  • Apple Messages for Business
  • Embedded Messaging (shown for Enhanced Chat channels)
  • Custom (shown for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS)
Messaging User Name The name of the messaging user. Because this field is editable, we don’t recommend referencing it in automation. Instead, use the Messaging Platform Key.
Messaging Consent Status

Indicates whether the messaging user gave implicit, explicit, or double consent. If the messaging user revokes their consent, the status is set to Opt-Out.

A messaging user engages over a channel and gives implicit consent. The messaging user must take an extra step to give explicit or double consent over a channel. In short code or enhanced Facebook Messenger channels, messaging users can use a keyword to give consent. Usually, messaging users give consent outside of Messaging.
Profile Picture URL

The URL of the messaging user’s profile picture.

You can see profile pictures only for messaging users that use HTTPS URLs. Chrome and Firefox no longer support mixed content downloads.

See Also