Conversation
Catalog row in Vendor License Metrics · Cited
- Unit
- Other
- Aliases
- Conversations; Triggered & Bulk Message; Digital Engagement conversation
- Definition
- For purposes of Messaging, a conversation is one or more messages between a Customer agent and end customer in a single message session. A conversation begins when: (1) a Customer agent accepts a message initiated by an end customer; or (2) a Customer agent sends an initial outbound message. A conversation ends when a Customer agent disconnects from the conversation or is logged off. All conversations automatically end after 24 hours have elapsed from the start of the conversation.
- Counting rules
- A conversation begins when: (1) a Customer agent accepts a message initiated by an end customer; or (2) a Customer agent sends an initial outbound message. A conversation ends when a Customer agent disconnects from the conversation or is logged off. All conversations automatically end after 24 hours have elapsed from the start of the conversation. A Triggered & Bulk Message is an outbound message that is: (i) triggered to send when a record creation or modification event occurs; or (ii) sent from a list view or campaign objects. Sandbox Messaging: Conversations in connection with a Customer's Sandbox are deducted from the total number of Customer's conversation entitlement under the applicable Order Form(s). SMS Zone multipliers on the retrieved sheet (examples): Zone One 1; Zone Two 2. Included OTT / WhatsApp Messaging multiplier 0 on this sheet.
- Floors / minimums
- Entitlement quantity is on the Order Form. No published conversation floor on the rate sheet. Sandbox conversations deduct from that entitlement.
- Related metrics
- Related from