Introduction

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

Prerequisites

• Customers will need to create a Default Program (a static list is not required) where chat leads can be added for follow-up and further processing. 
• Conversica TAM will work with the customer to set up a new lead capture integration on their Conversica dashboard
• Customers will need to do one-time authentication to Marketo using a login that has permission to create “Leads” and “Contacts” in Marketo 

Data Fields

• As part of a chat conversation, when the website visitor provides their name and email, this information will be stored in Marketo
  • Please note, if Marketo already has an existing lead with the same email, then Converrsica will not recreate it but use the same Lead to add to the specified Program
    • If the first name or last name for the existing lead in Marketo is empty, and this information was provided in Chat, then it will be updated for the existing lead
    • If the first and last names are not empty in Marketo, Chat will not override any information.
  • If this is a brand-new lead, the Lead object will be created with the first name, last name, and email provided and added to the Program.
• Website_chat_log__c  -  This field is required, and should be a text field with a 4,000 character limit which will store the visitor and assistant chat conversation
• Along with the lead information, Conversica chat can store additional information. It can store the whole chat conversation and 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 Marketo Leads and Contact object as custom fields [ Work for Marketo 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 Marketo, Conversica will save the lead information and add it to the Program without this extra data. So, it's 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:

2023-11-30T17:25:29 John Smith: How does this work?

2023-11-30T17:25:30 Conversica (Assistant): Schedule a demo to see Conversica in action

https://www.conversica.com/request-a-demo/?utm_source=chat

Or we can set up a call for a personalized demo

Please provide your first and last name.

2023-11-30T17:26:27 John Smith: Pricing

2023-11-30T17:26:27 Conversica (Assistant): Conversica is a SaaS offering priced based on functionality. Conversica pricing scales with you as you grow and expand your Growth Workforce.

Would you like to see how Conversica can help you?

Please provide your first and last name.

2023-11-30T17:26:44 John Smith: John Smith

2023-11-30T17:26:47 Conversica (Assistant): Great, can I have your email?

2023-11-30T17:27:06 John Smith: hey@smith.com

2023-11-30T17:27:08 Conversica (Assistant): Thank you. A Conversica Representative will be in touch shortly. Is there anything else I can help you with?