8.1 Integrate Salesforce CRM

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

1. Go to your CloudCX system CloudCX installation domain, and log in with the admin account.

2. From the left navigation menu, go to App & Integrations.

3. Select the Salesforce card, and click on “Settings”.

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4. Click on “Connect with Salesforce” and then login with your Salesforce account.

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5. Click on “Allow” to approve the permission requests from your CloudCX system, the Salesforce connect page will be closed automatically.

6. 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

1. Select “Automatically”, then specify in each section what data the CloudCX will automatically create into the Salesforce.

2. Configure the object fields mapping and display in Web Chat/Inbox

3. Click on “Customize Now” to enter the customize identification rules.

4. Configure customize rules to identify the Salesforce Account, Contact and Lead, then click on “Save”.

5. 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 prefer not to automatically generate Lead, Contact, Case, or Task entries, you have the option to create them manually within your CloudCX Agent Console. Simply select the desired action, and the relevant data will be logged in your Salesforce account.

1. Select “Manually Create Lead/Contact/Case/Task in Agent Console”.

2. Configure the object fields mapping and display in Web Chat/Inbox

3. Click on “Customize Now” to enter the customize identification rules.

4. Configure customize rules to identify the Salesforce Account, Contact and Lead, then click on “Save”.

5. Click on “Save“ to save the Salesforce configuration.

Web Chat/Inbox Data You Can Get in Salesforce

Contact/Lead Details

Case/Task Details

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.