How to get Conversation Entries for Voice Call in Salesforce Service Cloud Voice?

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How to get Conversation Entries for Voice Call in Salesforce Service Cloud Voice?

InfallibleTechie Admin

ConversationEntry contains the conversation between the agent and the customer. SOQL and Connect API can be used to get Conversation Entries for a Voice Call record in Salesforce.

Sample Voice Call Conversation:

Sample SOQL:

SELECT Id, Seq, ActorType, EntryTime, EntryEndTime, EntryType, Message
FROM ConversationEntry
WHERE ConversationId IN (
    SELECT ConversationId
    FROM VoiceCall
    WHERE Id = '0LQ4W000000TR01WAG'
)
ORDER BY Seq ASC

Output:

Using Connect API:
/services/data/v53.0/connect/conversation/d7b62d36-653d-45ca-b092-5b22b60371e1/entries

Here, d7b62d36-653d-45ca-b092-5b22b60371e1 is the Vendor Call Key from Voice Call record.

Fetching Conversation Entries for Voice Call using PostMan Client:

Connected App:

Getting Access Token:

Getting messageText using Connect API:

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