---
title: "Omnichannel History"
slug: "salesforce-omnichannel-history"
description: "The list of fields logged in Salesforce for a WhatsApp chat."
updated: 2026-09-11T14:36:11Z
published: 2026-09-11T14:36:11Z
canonical: "docs.voiso.com/salesforce-omnichannel-history"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Omnichannel History

**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. | WhatsApp |
| 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.

## Related

- [Salesforce overview](/crm-salesforce.md)