Enable integration with Salesforce

Salesforce integration benefits:

  • View lead/contact details from Salesforce CRM during an ongoing chat.
  • During a chat session, manually create leads/contacts in Salesforce CRM.
  • After a chat ends, automatically create leads/contacts in Salesforce CRM.
  • Create multiple leads/contacts for a customer during a chat or after chat ends.
  • Add the chat transcript to each lead/contact once the chat ends.
  • Capture UTM parameters from the URL and update it to a lead/contact detail after chat ends.
Important Note:
  • This integration is available from Fantastic plan
  • Only the following editions of Salesforce account will support the integration:
    • Enterprise Edition
    • Unlimited Edition
    • Developer Edition
    • Performance Edition
    • Professional Edition with APIs enabled (refer this to enable APIs)

Pre-requisite: 

  1. "Collect visitor name, email and/or phone" setting must be ON under Manage → Pre-chat form.
  2. Email or Phone number is a must for a contact/lead to get created on Salesforce.

How to integrate?

Step 1: Login to your HappyFox Chat account. (New to HappyFox Chat? Sign Up)

Step 2: Go to AppsSalesforce CRM → Click INSTALL/TRY FOR 7 DAYS button.

Step 3: Click Connect button and you will be prompted to grant access for integrating HappyFox Chat with Salesforce. Click Allow.

On successful connection, you will see the message below.

Step 4: Update your preferred settings under "During Chat" and "On Chat Completion".

a) On chat completion settings and use cases:

Let's consider a scenario where you want to create Lead after the chat ends. 

If the Contact exists in Salesforce already,

If the Setting is, Create visitor as Lead even though the visitor exists as contact is ON andAllow creating duplicate lead or contact is ON.
  • Case 1: If only a Contact exists → A new Lead will be created.
  • Case 2: If a Lead exists already → Another Lead will be created.
If the Setting is, Create visitor as Lead even though the visitor exists as contact is ON and Allow creating duplicate lead or contact is OFF.
  • Case 1: If only a Contact exists → A new Lead will be created.
  • Case 2: If a Lead exists already → The chat transcript will get updated to the recently added Lead's /Activity or Note. 
If the Setting is, Create visitor as Lead even though the visitor exists as contact is OFF and Allow creating duplicate lead or contact is ON.
  • Case 1: If only Contact exists → The chat transcript will get updated to the Contact's case/Activity or Note. 
  • Case 2: If a Lead exists already → Another Lead will be created. 
  • Case 3: If a Contact and Lead exists already → The chat transcript will get updated to the Contact's case/Activity or Note. 
If the Setting is, Create visitor as Lead even though the visitor exists as contact is OFF and Allow creating duplicate lead or contact is OFF.
  • Case 1: If only Contact exists → The chat transcript will get updated to the Contact's case/Activity or Note. 
  • Case 2: If a Lead exists already → The chat transcript will get updated to the recently added Lead's /Activity or Note. 
  • Case 3: If a Contact and Lead exists already → The chat transcript will get updated to the Contact's case/Activity or Note.

If Contact does not exist in Salesforce already, 

If the Setting is, Create visitor as Lead even though the visitor exists as contact is ON and Allow creating duplicate lead or contact is ON
  • Case: If a Lead exists already → Another Lead will be created.
If the Setting is, Create visitor as Lead even though the visitor exists as contact is ON and Allow creating duplicate lead or contact is OFF
  • Case: If a Lead exists already → The chat transcript will get updated to the recently added lead's Activity or Note.
If the Setting is,Create visitor as Lead even though the visitor exists as contact is OFF and Allow creating duplicate lead or contact is ON
  • Case: If a Lead exists already -> Another Lead will be created.
If the Setting is, Create visitor as Lead even though the visitor exists as contact is OFF and Allow creating duplicate lead or contact is OFF
  • Case: If a Lead exists already → The chat transcript will get updated to the recently added lead's Activity or Note.

b) On chat completion settings for Mapping UTM parameters:
You can map the UTM parameters to the fields in Salesforce. Once the chat ends, the UTM values will be posted/saved to the mapped salesforce fields.

Note:

  1. The UTM parameters mapping list will not display the fields if the Visibility setting for these fields is set to OFF in your Salesforce account. (To see the visibility settings of your Lead fields, see Setup → Customise → Leads → Click Add a custom field → Click on a field and click Set field-level security button.)
  2. The mapping list will display only the fields that are of datatype = TEXT. (To see the datatype of your Lead fields in your Salesforce account, go to Setup → Customise → Leads → Click Add a custom field to leads). 

Step 5: Once you add your preferences, click Update Settings and you are all set!

Settings to view notes on Salesforce CRM:

  1. Login to Salesforce CRM account

  2. Click Setup → Click Customize under Build →  select LeadsRelated Lists

  3. Drag and drop Notes & Attachments to the Layout.

 

After Salesforce integration:

I) During Chat

1. View customers' lead or contact details from Salesforce CRM.On clicking the lead/contact, you will see the lead details in chat information box as shown below.

2. Create leads or contacts manually on Salesforce CRM using command key - "!" Key on HappyFox Chat

3. Option to allow creating duplicate leads/contacts for the same customer during a chat. Even if you have created lead during the same chat.

II) On Chat completion

1. After a chat ends with a new or existing customer, leads/contacts are created on Salesforce CRM automatically.
a) This lead/contact will be assigned to the staff who handled the chat if the same staff with same email id is present on Salesforce account. If not, the created lead/contact will be assigned to the person whose email id was used for integration (SFDC administrator).

2. Add the chat transcript as notes or activity or cases to each lead/contact. 

3.Capture UTM parameters from URL and update to a lead or contact detail in Salesforce CRM.