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CloudFon CX's integration with Salesforce allows you to access customer information in the CloudFon CX Agent Console easily and synchronize data conveniently from CloudFon CX to Salesforce. The integration delivers a consistent customer information management experience and improves your agent efficiency. |
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Connect CloudFon CX with Salesforce CRM
（1）Log in to your CloudFon CX account.
（2）From the left navigation menu, go to App & Integrations.
（3）Go to the Salesforce card, and click Settings.
（4）Click Connect with Salesforce and then provide your Salesforce login credentials.
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.
Integration with WebChat/Inbox
After connecting CloudFon CX with your Salesforce CRM, you need to choose whether you want CloudFon CX to record WebChat data as Lead details, contact details, or create a 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 the 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
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 WebChat.
Only add new information (Do not overwrite existing information)
Manually Create Lead/Contact/Case/Task
If you don’t want to create Lead/Contact/Case/Task automatically, you can create them manually in your CloudFon CX Agent Console. Manually click on the action you want to perform, and the corresponding data will be recorded in your Salesforce account.
WebChat/Inbox Data You Can Get in Salesforce
Contact/Lead Details
CloudFon CX 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 |
Case/Task Details
CloudFon CX 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 |
Who Will Be the Contact/Lead/Case/Task Owner
While creating a new contact, CloudFon CX 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 connects CloudFon CX WebChat with Salesforce will be set as the owner. The same rule is applied to the Lead Owner, Case Owner, and Task Owner.