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In addition to the Task or Event, Treble can save each conversation’s history in a Salesforce custom object with rich formatting: line breaks, links and images the person sent over WhatsApp.
It doesn’t replace the Task or Event: it adds to them. If you create this object, each closed conversation generates the usual activity and also a record in the custom object.
There’s nothing to enable on Treble’s side. The object just needs to exist in your Salesforce org, with the exact name and fields described below. Treble detects it on its own and starts writing to it.If the object doesn’t exist, Treble keeps working normally and only writes the Task or Event.
The API names must be exactly the ones listed here. If you change one, Treble won’t be able to write, and you won’t see an error in the platform: records simply won’t appear.

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What you’re going to create

This is done in Salesforce, with an administrator user. It takes about 10 minutes.

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1. Create the object

1

Go to Setup

Click the gear icon at the top right and choose Setup.Open Setup in Salesforce
2

Open the Object Manager

Search for “object manager” in the Setup search bar and go to Object Manager.Search for Object Manager
3

Create a custom object

Click Create → Custom Object.Create a custom object
4

Fill in the object definition

Custom object definition form
The Object Name is the one that matters. Salesforce adds __c automatically, so the API name ends up as TrebleWhatsAppConversation__c. Type it exactly like this, without spaces.
Save. When you’re done, the Details screen should show the correct API name:Details of the Treble Conversation object once created

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2. Create the relationship to the record

This field is what connects each conversation to the person it belongs to.
1

Go to Fields & Relationships → New

Inside the Treble Conversation object, open the Fields & Relationships tab and click New.
2

Choose Master-Detail Relationship

Choose the Master-Detail Relationship field type
3

Relate it to the person's object

In Related To, choose the object where your contacts live (usually Contact).Choose the related object
4

Name the field

Name the relationship field
The Field Name must be exactly Contact, because the resulting API name (Contact__c) is the one Treble uses when writing.
Go through the remaining steps (profile visibility and page layouts) with the default values and save.

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3. Create the messages field

1

Fields & Relationships → New → Text Area (Rich)

Choose the Text Area (Rich) field typeIt has to be Text Area (Rich), not Text Area (Long). Rich text is what lets you see the line breaks and images in the conversation.
2

Fill in the field details

Messages field details
Use the maximum length. Long conversations can take up quite a bit of space, and a short field would cause the end of the transcript to be lost.
Save.
Done. Starting with the next conversation that’s closed, you’ll see new records in Treble Conversations, related to each person’s record.

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What each record looks like

Add the Treble Conversations related list to the page layout of your contacts’ object. That way the advisor sees all of that person’s conversations directly in the record, without having to look for them.

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Common issues

Check the API names one by one. That’s what fails in most cases:
  • The object must be TrebleWhatsAppConversation__c
  • The relationship field must be Contact__c
  • The messages field must be Messages__c
A different name makes the write fail silently: Treble keeps creating the Task or Event, but not the custom object record.
When you create a custom object, Salesforce leaves permissions disabled for all profiles by default. Confirm that the profile of the user Treble connected with has read and create permissions on the object and its fields.
The master-detail relationship points to a single object. If your operation spreads people across several objects, talk to your Customer Success Manager before creating it, to define which one is best and what happens with the records of the others.
The field was created with a length lower than the maximum. Edit it and raise the length to 131072.
Not from the platform. Treble always writes the Task or Event; the custom object is additional. If the duplication gets in your way, talk to your Customer Success Manager.

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Next steps

Conversation history

When it’s written and which fields are filled in on the Task or Event.

View WhatsApp inside Salesforce

Reply to active conversations without leaving the CRM.