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Live Chat Salesforce Integration

Comm100 Live Chat Salesforce Integration enables easy access to customer information right in the agent console and convenient data synchronization from live chat to your customer management system. It can help you deliver a consistent customer experience while improving agent efficiency.

Identify Existing Contacts/Leads/Accounts in Salesforce

Comm100 can use visitor data collected from multiple channels (pre-chat form, custom variables, website, login systems, etc.) to identify existing contacts, leads or accounts in your Salesforce. If a visitor is found, a Salesforce icon will show below the visitor name in your agent console. By clicking the icon, you will be directed to the details page of that contact, lead or account in Salesforce.

Live Chat Salesforce Integration - Identify existing customers

Display Customer Information in Comm100 Agent Console

You can determine what information to be displayed in your Comm100 agent console for existing contacts, leads or accounts in your Salesforce. In addition, you are free to edit the details right in the agent console as needed. All visible fields in your Salesforce contact, lead or account creation form will be available here for you to update.

Live Chat Salesforce Integration - Display customer information in Comm100 agent console

Create/Update Salesforce Objects Manually in Comm100 Agent Console

You can choose to create a new contact/lead/case/task or update an existing contact/lead manually in your agent console. This means you can create a contact/lead/case/task only when needed and pass on the chats you think unnecessary.

Creating a lead/contact in your agent console is exactly the same as that in your Salesforce. All the fields, required or optional, system or custom, are identical and they are displayed in the same order as that in your Salesforce. Initial values are assigned to designated fields according to your predefined field mapping rules.

The lead/contact details will be shown in the Salesforce tab when the creation is completed. You are free to edit the data as needed. In addition, a task/case will be attached to that lead/contact when the chat ends with all the chat details.

Live Chat Salesforce Integration - Create/Update Salesforce objects manually in Comm100 agent console

Create/Update Salesforce Objects Automatically

You can set up the system to automatically create a new contact/lead/case or update an existing contact/lead when a chat is ended or an offline message is submitted per your predefined object identification and field mapping rules.

When creating a lead/contact, Comm100 will assign values collected from multiple channels (pre-chat form, custom variables, website, login systems, etc.) to designated Salesforce fields per the field mapping rules.

Live Chat Salesforce Integration - Create/Update Salesforce objects automatically

Create Chat Routing Rules with Salesforce Fields

When the integration with Salesforce is enabled, all visible fields of your Salesforce account and contact will be available in Comm100 Live Chat for you to choose from when defining chat routing rules.

A typical scenario would be if you know the account managers of the contacts from Salesforce, then you can directly route a visitor to his/her account manager.

Live Chat Salesforce Integration - Create chat routing rules with Salesforce fields

A User Guide to Comm100 Live Chat Salesforce Integration

This user guide explains in details how Comm100 Live Chat integrates with Salesforce, the rules and logic behind the integration.

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