How do I configure the Salesforce integration in Chat?

The Salesforce integration is optimal for any organization relying on Salesforce as their CRM and needs to sync all visitor and prospect data from Chili Piper over to Salesforce in real-time.

In Chat, Salesforce visitors and prospects who enter via Journeys and Live Chat can be created/updated as Leads or Contacts in Salesforce, added to a Campaign, and many more. 

We will learn in more detail how to set up the Salesforce integration for your organization and the minimum permission scope required to ensure everything runs smoothly.

Table of Contents

• How to Setup?
• Salesforce Scope and Minimum Permissions Required
• Salesforce-Related Nodes in Journeys
  • Update or Create Salesforce Record Node
  • Update Ownership Node
  • Create Salesforce Event Node
  • Create a Task Node
  • Create a Task with Conversation Transcript Node
  • Update Field Node
  • Add to Campaign Node

How to Setup?

To set up the integration, you will need your Salesforce admin to connect Salesforce via the Integrations page in the Command Center's left-side menu or via this link.

The "Connected" status will be displayed if the connection was established:

Salesforce Scope and Minimum Permissions Required

Below are the minimum Permission Sets (from a user profile level) for a user to create the Chili Piper Account via Salesforce or for a user to become a Global Sync user:

Administrative Permissions:

• API Enabled
  • To connect and interact with Chili Piper
• View Setup and Configuration
  • Required to view individual field accessibility permissions
  • View app setup
• View Roles and Role Hierarchy
  • View role details for user lookup and profile data
• View All Users
  • For user sync

Standard Object Permissions:

• Accounts: Read/Edit/View All
• Contacts: Read/Edit/View All/Create
  • Create is required if Chili Piper creates Leads/Contacts in your instance.
• Leads: Read/Edit/View All/Create
  • Create is required if Chili Piper creates Leads/Contacts in your instance.
• Opportunities: Read
  • Only required if you use this object type in Chili Piper (Cases, Opportunities, or Campaigns).
• Cases: Read
  • Only required if you use this object type in Chili Piper (Cases, Opportunities, or Campaigns).
• Campaigns: Read/Edit/View All
  • Only required if you use this object type in Chili Piper (Cases, Opportunities, or Campaigns).
• PushTopic: Read/Edit
  • This permission is only needed for Distro.

Lead Object Read/View is required for prospect lookups in Chili Piper, even if you are not using the Lead object in your workflows.

The related object inherits access to Events (Activities).

Sync users should have either View All / Modify All or Modify All Data for the related object to ensure the creation, editing, and deletion of Events is possible. Given the implications to security, we recommend using delegated object permissions with View / Modify on the object itself rather than Modify All Data.

Salesforce-Related Nodes in Journeys

For a more detailed step-by-step about how to create your Journey and a complete list of Salesforce-related nodes and their functionalities, we recommend checking the following document: How do I create a Chat Journey?

There are several types of nodes available to modify/update Salesforce records in Journeys:

Update or Create a Salesforce Record Node

After collecting an Email, you can update an existing Salesforce record or create a new one at any point in your Journey.

Chili Piper will first check if an existing Salesforce record exists. If it does, there is an option to update that existing record. Any Data Fields captured in the Journey prior will be used to update the record. 

If this setting is disabled, then we will not modify existing records. A new record can be created either as a Contact if an existing Account is found OR always as a new Lead:

To modify/update your L2A settings, you can do so in your workspace settings here

Update Ownership Node

This is another extremely useful feature and node where you can update the Salesforce owner to the Assignee selected by Chili Piper during a Live Chat. This will update the standard Owner Lookup field for the selected object (OwnerId).

To enable this node, you must first route your visitor for a Live Chat or Meeting. 

As you can notice in the screenshot above, you can define which object will be updated depending on which object was matched in your CRM.

If the "Update Account if an Account is matched" is Enabled, we will follow your workspace's Lead-to-Account (L2A) settings. You can modify/update your L2A settings in your workspace settings here.

Create Salesforce Event Node

At any point in your Journey, after you have added a ‘Route for Meeting’ node, you can use this node to Create a Salesforce Event attached to a related object: Account, Opportunity, or Case.

You can also determine if the Event will be deleted or not if the meeting gets canceled or deleted from the reps' calendar.

Create Task Node

This Node creates a Salesforce Task for your team. Salesforce Tasks are essentially just a to-do list inside Salesforce. Teams use them as reminders to follow up with Leads, send proposals, or close deals.

The most helpful part about a Task in Salesforce is that it's related to a particular record. Instead of flipping between a to-do list app and hub-of-all-things Salesforce, everything is right in one place, and it's clear which Leads, customers, or Accounts each task is meant for.

You can select the Object the Task relates to. By default, it will be related to the matched Lead or Contact. If you toggle Additionally relate the Task to another object, you can select between a Case or Opportunity.

This can be assigned to a specific Individual or the Live Chat Assignee. Then, you fill in the details of the Task. The Task node can be used anywhere in your Journey. Common uses include creating and assigning Tasks to team members if a visitor fails to schedule a meeting or connect for live chat.

Create a Task with Conversation Transcript Node

This node operates the same as the above Create Task Node, with the addition of the Live Chat Transcript. Once the conversation ends, the transcript and conversation details will be saved and written in the description.

Once the Rep joins, this node can only be once on the Rep Joined path after the Route for Live Chat node and can only be assigned to the Live Chat Assignee.

You can also update the assignee upon conversation reassignment and set the number of minutes after the last message is sent that the task has been created.

Live Chat transcript will be saved once the conversation ends. The transcript and conversation details will be written in the description.

Update Field Node

After collecting the visitor’s email, you can select Lead and Contact-related fields in Salesforce to update them with the desired value at any point in your Journey. You can update multiple fields in the same node.

In the example below, the Contact_Status__c or the Lead.Status field will be the one to be updated with "Sales Working": 

The fields used in our example were picklist-related, with pre-defined options set in Salesforce. For other types of fields, you should be able to include a value to be updated manually.

Add to Campaign Node

You can also associate the Lead/Contact record to a Salesforce Campaign and set the Campaign Member Status in your Journey. This node also requires the visitor's Email to be collected first.

In the example below, we are setting the node to associate prospects to the "Dreamforce 2019" Campaign and update their Campaign Member Status to "Responded":