Introduction

This document describes what is needed to integrate leads captured from customer website via Conversica chat and record them to Salesforce  CRM

Prerequisites

• Customers will have to create a placeholder Campaign where the chat leads will be added for further follow up and processing. Provide this campaign name and ID to Conversica Technical Account Manager (TAM)
• Conversica TAM will work with customer to set up a new lead capture integration on their Conversica dashboard
• Customer will need to do one time authentication to Salesforce  using a login which has permission to create “Leads”, “Contacts” in Salesforce  and ability to add them to Campaigns

Data Fields

• As part of Chat conversation, when the website visitor provides their name and email, this information will be stored in Salesforce sales cloud CRM
  • Please note, if Salesforce  already has an existing lead or contact with same email, then Converrsica will not recreate it but use same Lead to add to specified Campaign
    • If first name or last name for existing lead in Salesforce  is empty, and this information was provided in Chat, then it will be updated to existing lead
    • If the first and last name are not empty in Salesforce , Chat will not override any information.
  • If this is a brand new lead, the Lead object will be created with first name, last name and email provided and added to specified Campaign.
• Conversica chat will store the whole chat conversation as an activity and link it to the lead. If same user has multiple chats, each chat will have one corresponding activity
• Along with the lead information & chat history, Conversica chat can also store additional information. It can store the context based on what the user asked in chat
• These fields are optional but recommended. They help provide more context for further workflow automation and/or follow up. These will have to be added to Salesforce  Leads Contact and Campaign objects as custom fields [ Work for Salesforce  Admin ]
  • Website_chat_context_1__c - This should be 256 char field to capture Category or Topic returned by backend
  • Website_chat_context_2__c - This should be 256 char field to capture Category or Topic returned by backend
  • Website_chat_context_3__c - This should be 256 char field to capture Category or Topic returned by backend
• Until these fields are created in Salesforce , Conversica will save the lead information and add it to the Campaign without this extra data. So, its possible to start testing without these additional fields 

Example of values in custom fields

Website Chat Context 1: Demo

Website Chat Context 2: Partners

Website Chat Context 3: Marketing

Website Chat Log: