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[User Guide] Integrate Comm100 Live Chat with Your Salesforce

March 2nd, 2016 | Settings & Customizations

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. Follow the guide below to quickly set the integration up.

Connect Comm100 Live Chat with Salesforce CRM

  1. Log into your Comm100 account;
  2. Click Integrations & API at the left menu;
  3. Choose Salesforce Integration and click Settings;
    Click Salesforce Integration Setting
  4. Click Connect with Salesforce and then provide your Salesforce login credentials in the popup window.
    Connect with Salesforce

    Note: 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.

    Connect with Salesforce

Now you have successfully connected your Comm100 Live Chat account with your Salesforce account.

Choose How to Record Live Chat Data in Salesforce CRM

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 or contact details in your Salesforce account.

Choose What to Do with Salesforce
For Sales: Record Visitors as Leads and Chats/Messages as Tasks

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.

  • Create a Lead

    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.

    New Leads in Salesforce
  • Create a Task

    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.

    Chat or Message Shown as Task
For Support: Record Visitors as Contacts and Chats/Messages as Cases

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.

  • Create a Contact

    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.

    New Contact in Salesforce
  • Create a Case

    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.

    Chat and Message Shown as Case
  • Update Contact Information

    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:

    • Do not update the contact information
    • Update the contact with information from live chat.
    • Only add new information (Do not overwrite existing information).

Live Chat Data You Can Get in Salesforce

Contact/Lead Details
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
Email Email Email
Phone Phone Phone
Company Company in Case Details Company

Case/Task Details
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
Email Contact Email 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

Who Will Be the Contact/Lead/Case/Task Owner

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.

If you want to check more details about how the agent console display customer information from Salesforce, how to create/update Salesforce Objects as well as set up object identification & field mapping rules, please click here to read more.