Salesforce Integration

Updates

AliveChat Now Integrates with Salesforce CRM!

(Currently available for Salesforce Enterprise Editions only)

Agents can now:

  • Search your Salesforce CRM during a chat session to see if that person already exists.
  • Create a new Lead or Account from right within the Operator Console. Chat session transcript will be attached to the new Salesforce object as an activity.
  • If there is an existing Lead or Account found in Salesforce, you can attach the chat session transcript as an activity.
  • For any Leads or Accounts tagged they can be attached to a specific Salesforce user, to keep track of which Salesforce user answered the chat.

To get started with Salesforce CRM for AliveChat, you will need a Salesforce account. Log in as an Administrator, then click on Basics -> Apps & Add-Ons, then Salesforce.

To set up your Operator for Salesforce, log in, and click on the Settings option in the top right, you will see this:


Then, click on ‘Account & Profile’. You will see ‘E-mail (Salesforce)’ option. Enter the email tied to your Salesforce account. If you do not have a Salesforce account, leave this empty. If you do have an email, this will allow you to ‘Assign’ a Lead or Account to your Salesforce user. This is especially needed in a sales environment to keep track of which Agents received which chats.

As an Operator, start a chat and click on the red Salesforce icon. This will bring up a new right panel for Salesforce, which allows you to search, create new Leads and Accounts as needed.

Once the chat ends, and you were able to create a new Lead/Account, or attach the chat to an existing Lead/Account, you should now see the chat session transcript as a new “Activity” in Salesforce.

When you click into the new Activity, you get the full details of the chat conversation.


 

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