[User Guide] Integrate Comm100 Live Chat with Your Salesforce

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.

Download PDF version

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.
   
4. Click Connect with Salesforce and then provide your Salesforce login credentials in the popup window.
   

   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:

   Set all required SF permissions

   1. Switch to Classic View Mode.
   2. Navigate to Manage Users > Profiles, locate the profile you want to edit and click Edit.
   

   It will open the profile edit page.

   
   3. Under Administrative Permissions section, Modify All Data option should be checked.
   
   4. In Standard Object Permissions section, make sure the permissions Read/ Create/ Edit/ Delete/ View All/ Modify All are checked for Accounts/ Contacts/ Cases/ Leads.
   
   5. Navigate back to Manage Users> Profiles, locate the profile again and click on the Profile Name.
   

   Here’s what Profile General page looks like.

   
   6. Under Field-Level Security section, make sure the permissions Read Access/Edit Access are all checked under Accounts/ Contacts/ Cases/ Leads Views.
   

   Note: Some permissions Read Access/Edit Access cannot be checked due to restrictions from Salesforce.

   

   Here is how the Account View looks like

   

   Choose How to Record Live Chat Data in Salesforce CRM Automatically

   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.

   

   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.

     
   • 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.

     

   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.

     
   • 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.

     
   • 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).

   Manually Create Lead/Contact/Case/Task

   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.

   

   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.

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