CloudCX's integration with Salesforce enables seamless access to customer information within the CloudCX Agent Console and facilitates the convenient synchronization of data from CloudCX to Salesforce. This integration ensures a uniform customer information management experience and enhances agent productivity.
This platform offers two methods for a Tenant to connect to Salesforce:
Connect to Salesforce through the default CRM application configured by the provider.
Connect to Salesforce using the Tenant's own CRM application. For further information, please refer to the details providedhttps://cloudfon.atlassian.net/wiki/spaces/CX/pages/276824174/Custom+Configurate+Salesforce+in+CloudCX+Tenant.
Connect to Salesforce CRM
Prerequisites
To connect with Salesforce, your CloudCX system administrator needs to complete the integration in the CloudCX admin system > Connector Hub Settings > Salesforce. You can find more details about Integrate with SalesforceCRM Application-Salesforce.
Step by Step Instructions
Go to your CloudCX system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to App & Integrations.
Select the Salesforce card, and click on “Settings”.
Click on “Connect with Salesforce” and then login with your Salesforce account.
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.
Click on “Allow” to approve the permission requests from your CloudCX system, the Salesforce connect page will be closed automatically.
The connected Salesforce account will be showed on the App & Integrations > Settings. Now, CloudCX will be able to save or update visitor’s information to the connected Salesforce account.
Configure Salesforce in CloudCX
After connecting CloudCX with your Salesforce, you need to choose whether you want CloudCX to record Web Chat / Inbox data as Lead details, Contact details, or create a Case in your Salesforce account.
Automatically Create Lead/Contact/Case/Task in Web Chat/Inbox
Select “Automatically”, then specify in each section what data the CloudCX will automatically create into the Salesforce.
Sections | Actions | |
|---|---|---|
Web Chat |
|
|
Inbox |
|
Sections | Actions |
|---|---|
When a Matching Contact is Found |
|
Configure the object fields mapping and display in Web Chat/Inbox
Click on “Customize Now” to enter the customize identification rules.
Configure customize rules to identify the Salesforce Account, Contact and Lead, then click on “Save”.
Click on “Save“ to save the Salesforce configuration.
For Sales: Record Visitors as Leads and Chats/Conversations as Tasks
A lead will be automatically created for each visitor who cannot be found from the existing leads in the Salesforce account, and a task is automatically created for each chat/conversation of the visitor.
Create a Lead
If a visitor is not found by the identification rule from the existing leads in your Salesforce account, a new lead will be automatically created for the visitor when a chat is starts, or an offline message is received, or a conversation is starts.
Create a Task
When creating a new lead, the chat/conversation of the lead is attached as a task under the lead. For an existing leads, each chat/conversation from the lead will be automatically added as a task.
For Support: Record Visitors as Contacts and Chats/Conversations as Cases
Contact will be automatically created for each visitor who cannot be found from the existing contacts in your Salesforce account, and a case is automatically created for each chat/conversation of the visitor.
Create a Contact
If a visitor cannot be found by the identification rule from the existing contacts in your Salesforce account, a new contact will be automatically created for the visitor when a chat is starts, or an offline message is received, or a conversation is starts.
Create a Case
When creating a new contact, the chat/conversation of the contact is attached as a case under the contact. For an existing contact, each chat/conversation 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/Inbox
Only add new information (Do not overwrite existing information)
Manually Create Lead/Contact/Case/Task in Web Chat/Inbox
If you don’t want to create Lead/Contact/Case/Task automatically, you can create them manually in your CloudCX Agent Console. Manually click on the action you want to perform, and the corresponding data will be recorded in your Salesforce account.
Select “Manually Create Lead/Contact/Case/Task in Agent Console”.
Configure the object fields mapping and display in Web Chat/Inbox
Click on “Customize Now” to enter the customize identification rules.
Configure customize rules to identify the Salesforce Account, Contact and Lead, then click on “Save”.
Click on “Save“ to save the Salesforce configuration.
Web Chat/Inbox Data You Can Get in Salesforce
Contact/Lead Details
CloudCX Fields in Web Chat | CloudCX Fields in Inbox | Salesforce Contact Fields | Salesforce Lead Fields |
Agent who chatted with the contact/lead | Agent who conversated with the contact/lead | Contact Owner | Lead Owner |
Name | Last Name | Last Name | Last Name |
Phone | Cell Phone | Business Phone | Phone |
Company | Company Name | Company in Case Details | Company |
Case/Task Details
CloudCX Fields in Web Chat | CloudCX Fields in Inbox | Salesforce Case Fields | Salesforce Task Fields |
Agent who chatted with the contact/lead | Agent who conversated with the contact/lead | Case Owner | Task Owner |
Name | Last Name | Name | Subject |
Email Address | Subject | ||
Phone | Cell Phone | Phone | Business Phone in Contact Fields |
Company | Company Name | Company | / |
Tenant ID | Tenant ID | Subject | Subject |
Chat Channel | Chat Channel | Subject | Subject |
Chat Content | Conversation Content | Description | Comments |
Chat ID | Conversation ID | Description | Comments |
Note | Note | Description | Comments |
Agent Wrap-up | / | Description | Comments |
Start Time | Start Time | Description | Comments |
End Time | End Time | Description | Comments |
Custom Fields and Custom Variables | / | Description | Comments |
Attachments | Attachments | Attachment section in Case Details | Attachment section in Comments Details |
Note: While creating a new contact, CloudCX 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 CloudCX with Salesforce will be set as the owner. The same rule is applied to the Lead Owner, Case Owner, and Task Owner.
Disconnect Salesforce CRM
Click on the “Disconnect” icon to open a confirmation window to disconnect the Salesforce account.
Click on “Disconnect” button to disconnect the Salesforce account, or click on “Cancel” to cancel the disconnection.
