Who should read this article: All users
Use Omnichannel History to view details about WhatsApp conversations.
Use Case: Omnichannel history
Voiso can be set up to automatically send details about WhatsApp conversations to Salesforce. These may be viewed in the Voiso Omnichannel History pane on the matching Lead or Contact.
Click any conversation in the Voiso Omnichannel History pane to see details about the conversation, including:
| Field | Description | Example |
|---|---|---|
| Entry Name | A description of the conversation. | WhatsApp – Inbound |
| Channel | The messaging channel. | |
| Direction | Whether the conversation was inbound or outbound. | Inbound |
| Contact Identifier | The customer's identifier on the channel. | A WhatsApp phone number. |
| Agent | The agent who handled and closed the conversation. | A {{variable.BrandName}} agent name. |
| Start Time | The date and time that the conversation started. | 31/03/2025, 5:28 pm |
| Duration | The length of the conversation. | |
| Disposition | The conversation outcome assigned by {{variable.BrandName}}. | archived |
| Wrap-Up Code | The wrap-up code the agent selected for the conversation. | Sale made |
| Transcript | The full text of the conversation. A long transcript is shortened, with a link to the rest in {{variable.BrandName}}. | |
| Transfer History | The agents and queues that handled the conversation, in order, if it was transferred. | |
| CDR Link | A link to the conversation in the {{variable.BrandName}} Call Detail Records. | A URL. |
Each logged conversation also appears as a completed task on the Lead's or Contact's activity timeline.
Files exchanged in the conversation are attached to both the record and the Omnichannel History entry.