Comm100 Live Chat Salesforce Integration helps send live chat data to Salesforce CRM for follow up and allows you to identify existing Salesforce contacts/leads right on your chat console. Download the PDF file or continue reading this article to quickly set the integration up.
If you want to connect Comm100 Live Chat account with your Salesforce Sandbox environment before moving to the production environment. You can click on Advanced option to Connect with Salesforce Sandbox.
Note: You need to have particular sets of permissions in your Salesforce account for the integration to work. It is recommended that you use an Admin SF account.
Below are the required Salesforce permissions:
It will open the profile edit page.
Here’s what Profile General page looks like.
Note: Some permissions Read Access/Edit Access cannot be checked due to restrictions from Salesforce.
Here is how the Account View looks like
After connecting Comm100 Live Chat with your Salesforce CRM, you need to choose whether you want us to record live chat data as Lead details, Contact details or simply create as Case in your Salesforce account.
A lead will be created for each visitor who cannot be found from the existing leads in Salesforce account and a task is created for each chat/message of the visitor.
If a visitor is not found by email from the existing leads in your Salesforce account, a new lead will be created for the visitor when a chat ends or an offline message is submitted.
When creating a new lead, the chat/message of the lead is attached as a task under the lead. For an existing lead, each chat/message from the lead will be added as a task.
A contact will be created for each visitor who cannot be found from the existing contacts in your Salesforce account and a case is created for each chat/message of the visitor.
If a visitor cannot be found by email from the existing contacts in your Salesforce account, a new contact will be created for the visitor when a chat ends or an offline message is submitted.
When creating a new contact, the chat/message of the contact is attached as a task under the lead. For an existing contact, each chat/message from the contact is attached as a case.
If a visitor can be found from the existing contacts in your Salesforce account, options are available to decide whether the contact information will be overwritten:
If you don’t want to automatically create Lead/Contact/Case/Task, you are also allowed to create them manually in your Comm100 Agent Console. Manually click on the action you want to perform and the corresponding data will be recorded in your Salesforce account.
| Comm100 Live Chat Fields | Salesforce Contact Fields | Salesforce Lead Fields |
|---|---|---|
| Agent who chatted with the contact/lead | Contact Owner | Lead Owner |
| Name | Last Name | Last Name |
| Phone | Phone | Phone |
| Company | Company in Case Details | Company |
| Comm100 Live Chat Fields | Salesforce Case Fields | Salesforce Task Fields |
|---|---|---|
| Agent who chatted with the contact/lead | Case Owner | Task Owner |
| Name | Contact Name | Name |
| Contact Email | ||
| Phone | Contact Phone | Phone |
| Chat ID | Subject | Subject |
| Chat Content | Description | Comments |
| Note | Description | Comments |
| Start Time | Description | Comments |
| End Time | Description | Comments |
| Custom Fields and Custom Variables | Description | Comments |
| Request page | Description | Comments |
| Attachments | Attachment section in Case Details | Attachment section in Comments Details |
While creating a new contact, Comm100 will set your existing Salesforce user who has the same email address as the chatting agent as the Contact Owner. If no such user is found, the user whose account is used to connect Comm100 Live Chat with Salesforce will be set as the owner. The same rule is applied to Lead Owner, Case Owner and Task Owner.
