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When a conversation is closed, Treble writes the full history to Salesforce so your advisors can see it inside the person’s record, without leaving the CRM.
It’s written only once, when the conversation is closed. While the conversation is in progress you won’t see anything in Salesforce. If a conversation is never closed, its history is never written.

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Where it’s saved

Treble writes the history as a Salesforce Task or Event, depending on how your integration is configured.
Choosing between Task and Event is an integration setting, not something you change from the blocks. If you want to change it, reach out to your Customer Success Manager.The practical difference is where the advisor sees it: Events also show up in the Salesforce calendar, which for some teams is noise and for others is exactly what they need.

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What it looks like in Salesforce

In the person’s record, the conversation shows up in the Activity panel, with the subject 💬 Treble WhatsApp Chat: The Treble conversation in the activity panel of a Salesforce contact Clicking it opens the activity with the full transcript: Event detail with the conversation transcript It’s worth noticing three things on this screen, because they explain questions that come up later:
  • Start and End have the same time. The event lasts zero minutes on purpose.
  • Created By is later than Start. The activity carries the date the conversation started, but it’s created when the conversation is closed. In the example, the event is at 9:47 and was created at 9:57.
  • “Name” was filled in and “Related To” was left empty. It’s a Contact, so Salesforce relates it through the person field. On an Account or a custom object it would be the other way around.

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Which fields are filled in

Always the same text: 💬 Treble WhatsApp Chat. This makes it easy to filter all activities coming from Treble in Salesforce.
The full transcript of the conversation: the bot’s messages, the person’s replies, and the advisor’s messages if there was a handoff to a human.Each line includes the date and time, who spoke, and the message:
The person’s messages are identified by their phone number, and Treble’s by the campaign name.
The record owner in Salesforce. The activity is assigned to that person, not to a generic integration user.
It can’t be changed from the flow. Treble reads the record owner at the moment it writes the activity; there’s no way to assign it to another user with a block or a variable.If you need the activity to be assigned to someone else, the options are to change the record owner in Salesforce, or a Salesforce automation that reassigns the activity after it’s created.
The date and time the conversation started.For Events, the start time and end time are the same, so the event shows up in the calendar with zero duration. This is the expected behavior.

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Which record it lands on

On the record of your parent entity associated with that person.

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Also saving to a custom object

If your org has the Treble custom object created, the history is also saved there, with rich formatting (line breaks and images), in addition to the Task or Event. It’s not an alternative: it’s an additional layer, and it’s enabled simply by creating the object in Salesforce.

Create the custom object

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Common issues

Check in this order:
  1. Is the conversation actually closed? If it’s still open in Sales, the history hasn’t been written yet.
  2. Did Treble find the record? If the person doesn’t exist in Salesforce, there’s nowhere to write the activity.
  3. Does the record have an owner? Treble needs an owner to create the activity. A record without an owner, or one the integration user can’t see, is left without history.
  4. Were there any messages? A conversation without any messages doesn’t generate an activity.
In multi-object, Treble writes to the objects it identified in that conversation. If an object wasn’t touched during the conversation, it doesn’t receive history.
That’s how the Event type behaves. If you’d rather the history not touch the calendar, ask your Customer Success Manager to switch the integration to Task.
The Task and the Event store the transcript as plain text, because that’s how those fields are in Salesforce. To see the conversation with rich formatting and images, create the custom object.

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Next steps

Conversations custom object

Save the history with rich formatting and images.

View WhatsApp inside Salesforce

Reply to active conversations without leaving the CRM.