---
schema_version: "1"
id: 94f1fb9b1fdb1e595f6ee0e59df218b46deae9aefd34f2a865466bfcdefbc41c
title: Working with Conversation Data
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/working_with_conversation_data.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.working_with_conversation_data.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dd880ef3422e0aea778a488d5f9097bfaea252849301adf9da57e2f461e48eb3
description: Let’s review the actions that you can take in each type of channel.
products:
  - Service Cloud
release: "264"
---
# Working with Conversation Data

Let’s review the actions that you can take in each type of channel.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d84019e40">Action</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d84019e43">Supported in Standard Messaging?</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d84019e46">Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">View transcripts</td>

            <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes. View them in the Conversation component in the Service Console, or view
              individual ConversationEntry records.</td>

            <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">Yes. View them in <span>Data 360</span> or in the Enhanced Conversation component in the Service
              Console.</td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Search transcripts</td>

            <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">No.</td>

            <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">No.</td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Report on transcripts</td>

            <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes. Create custom report types with ConversationEntry as the primary object. For
              example, create a report showing all messaging sessions conducted per month, organized by
              status.</td>

            <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 "> Yes. Analyze transcripts in <span>Data 360</span> with reports and dashboards or
              Tableau.</td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Download transcripts</td>

            <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes. Use Data Loader or the Salesforce Bulk and REST APIs. Or, use the <a href="https://help.salesforce.com/s/articleView?id=service.Conversation_transcript_export_1.htm&amp;type=5&amp;language=en_US" target="_blank">Conversation Transcript Export</a> tool to download your
              entire transcript history weekly.</td>

            <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">Yes. Use the <a href="https://help.salesforce.com/s/articleView?id=service.Conversation_transcript_export_1.htm&amp;type=5&amp;language=en_US" target="_blank">Conversation Transcript Export</a> tool to download your
              entire transcript history weekly. </td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Delete transcripts to protect customer data</td>

            <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes. Deleting a customer’s messaging sessions and messaging user records deletes all
              associated ConversationEntry records.</td>

            <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">
              <p>Yes. See:</p>
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=service.voice_delete_data.htm&amp;type=5&amp;language=en_US" target="_blank">Delete Voice Call Customer Data</a></li>


              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Redact text in transcripts</td>

            <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes. Create sensitive data rules in Setup to mask certain patterns of text, or use the
              Salesforce SOAP API.</td>

            <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">Yes. Use the Connect REST API to update voice call or messaging transcripts. See <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_connect_overview.htm" target="_blank">Upload or Update Transcripts with Connect REST
                API</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Use the Salesforce API to work with conversation data</td>

            <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes.</td>

            <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">Yes. Analyze your data by using the Data Cloud API.</td>

          </tr>
        </tbody>
      </table>

\* Includes Bring Your Own Channel in Messaging.

ConversationEntry records aren’t created until the messaging session ends and the service rep closes the session tab. One exception is for the first message in any standard messaging session, whose ConversationEntry record is created immediately.

In Enhanced Messaging channels, you can also use Lightning web components to monitor service rep and customer messages in real time. See [Lightning Web Component Events for Enhanced Messaging](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_lightning_enhanced_messaging_lwc_events.htm).