Enable integration with Salesforce

Salesforce Integration benefits:

  • View lead or contact details from Salesforce CRM during a chat session.
  • During a chat session, create leads or contacts manually on Salesforce CRM directly from HappyFox Chat.
  • After chat ends, automatically create leads or contacts on Salesforce CRM.
  • Add the chat transcript to each lead or contact once the chat ends.
  • Capture UTM parameters from the URL and update it to a lead or contact detail after chat ends.
  • Option to create multiple leads or contacts for a customer during a chat or 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)

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/MANAGE button.

Step 3: Click Connect button. You will be prompted to grant access for HappyFox Chat to integrate with Salesforce. Click Allow

Step 4: Update your preferences for both During Chat and On Chat Completion settings.



Settings and its use cases:

If Contact exists in Salesforce already,

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

If the setting, 
Create visitor as Lead even though the visitor exists as contact is ON
Allow creating duplicate lead or contact is ON
Case 1 :
 If only Contact exists- >A new Lead will be created.
Case 2 : If a Lead exists already -> Another Lead will be created.


 If the setting,
 Create visitor as Lead even though the visitor exists as contact is ON
 Allow creating duplicate lead or contact is OFF
 Case 1 : 
If only 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,
 Create visitor as Lead even though the visitor exists as contact is OFF
 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,
 Create visitor as Lead even though the visitor exists as contact is OFF
 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, 
 Create visitor as Lead even though the visitor exists as contact is ON
 Allow creating duplicate lead or contact is ON
 Case : 
If a Lead exists already -> Another Lead will be created.

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

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.

 

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

Note
  :
1. The UTM mapping list will not display the fields if the Visibility setting for the 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 see Setup -> Customise->Leads-> Click Add a custom field to leads) 

How to view notes on Salesforce CRM?

  1. Login to Salesforce CRM account

  2. Click Setup → Click Customize under Build →  select Leads → Related Lists. 

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

After Salesforce integration:
Note: "Collect visitor name and email" setting has to be turned ON under Manage->Prechat form

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 or contacts 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 create leads or contacts on Salesforce CRM automatically.
a) The created lead or contact will be assigned to the staff who handled the chat if the same staff exists in SalesForce with the same email address that they have used in their HappyFox Chat account. In the absence of it, the created lead or contact will be assigned to the person whose email id was used for integration(SFDC administrator).

b) Offline messages will be assigned to the person whose email id was used for integration (SFDC administrator). And option to create duplicate leads and contacts is available automatically after the chat ends.

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

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