Conversations model
The conversation model represents threaded discussions across channels such as chat, Slack, or support-style messaging. It feeds sentiment and topic features where enabled and creates Conversation created timeline activity.
Managed models from messaging connections
Many workspaces get a Conversation model automatically when you connect a supported messaging integration—for example Intercom, Slack, or Microsoft Teams (Teams may also supply meetings; see Meetings).
- Add the connection from Data connections.
- Authorize and complete any required setup.
- Under Configuration → Data models, confirm the Conversation model for that connection.
- Refresh and validate on an account with recent conversations.
Query-based configuration
On HubSpot, Salesforce, warehouses, and other query-capable sources, add a Conversation model manually and map rows to the properties below.
Field reference
Model keys
| Property | Type | Description |
|---|---|---|
account_id | string | Account associated with the conversation. |
conversation_id | string | Stable id for the thread in the source system. |
Default properties
| Property | Type | Description |
|---|---|---|
created_at | timestamp | When the conversation started or was opened. |
sentiment | float | Optional aggregate sentiment. |
Optional properties
| Property | Type | Description |
|---|---|---|
channel_type | string | Channel (chat, email, etc.) when the source distinguishes it. |
link | string | Deep link to the conversation in the source app. |
type | string | Conversation type or category. |
status | string | Open, closed, snoozed, etc. |
text_analysis | json | Structured NLP output when present. |
label_analysis | json | Labels or topics extracted from content. |
HubSpot and CRM notes
When conversations (or email threads) are modeled from HubSpot or Salesforce, use the connection’s query format and map external ids and account keys consistently with your Accounts and Users models. See Writing queries for HubSpot HS blocks and SQL-style sources.