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.
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.
Now you have successfully connected your Comm100 Live Chat account with your Salesforce account.
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. You can Manually or Automatically Create/Update Salesforce Objects when a chat ends or an offline message is received.
If you choose to create/update Salesforce objects manually, you will see different options in your agent console’s Salesforce tab depending upon the object identification results in Salesforce. For a new visitor you can see options below:
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:
|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|
|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|
|Custom Fields and Custom Variables||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.
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.