How to integrate Salesforce with Comm100 Live Chat?

Comm100 Live Chat Salesforce Integration helps send live chat data to Salesforce CRM for follow up and allows you to identify existing Salesforce contacts/leads right on your chat console. Download the PDF file or continue reading this article to quickly set the integration up.

Download PDF version

Connect Comm100 Live Chat with Salesforce CRM

  1. Log into your Comm100 account.
  2. Click Integrations & API at the left menu.
  3. Click Settings under Salesforce.
  4. Click Connect with Salesforce and then provide your Salesforce login credentials in the popup window.

    If you want to connect Comm100 Live Chat account with your Salesforce Sandbox environment before moving to the production environment. You can click on Advanced option to Connect with Salesforce Sandbox.

    Note: You need to have particular sets of permissions in your Salesforce account for the integration to work. It is recommended that you use an Admin SF account.

Verify all the required Salesforce permissions

  1. Switch to Classic View Mode.
  2. Navigate to Manage Users Profiles, locate the profile you want to edit and click Edit.

    This is what Profile Edit page looks like.
  3. Under Administrative Permissions section, make sure the option Modify All Data is checked.
  4. Under Standard Object Permissions section, make sure the permissions Read/Create/Edit/Delete/View All/Modify All are checked for Accounts/Contacts/Cases/Leads.
  5. Navigate back to Manage Users Profiles, locate the profile again and click on the Profile Name.

    This is what Profile General page looks like.
  6. Under Field-Level Security section, make sure the permissions Read Access/Edit Access are all checked under Accounts/Contacts/Cases/Leads Views.
    Note: Some permissions Read Access/Edit Access cannot be checked due to restrictions from Salesforce.

    This is what Account View looks like.

Choose How to Record Live Chat Data in Salesforce CRM Automatically

After connecting Comm100 Live Chat with your Salesforce CRM, you need to choose whether you want us to record live chat data as Lead details, Contact details or simply create as Case in your Salesforce account.

For Sales: Record Visitors as Leads and Chats/Messages as Tasks

A lead will be created for each visitor who cannot be found from the existing leads in Salesforce account and a task is created for each chat/message of the visitor.

Create a Lead

If a visitor is not found by email from the existing leads in your Salesforce account, a new lead will be created for the visitor when a chat ends or an offline message is submitted.

Create a Task

When creating a new lead, the chat/message of the lead is attached as a task under the lead. For an existing lead, each chat/message from the lead will be added as a task.

For Support: Record Visitors as Contacts and Chats/Messages as Cases

A contact will be created for each visitor who cannot be found from the existing contacts in your Salesforce account and a case is created for each chat/message of the visitor.

Create a Contact

If a visitor cannot be found by email from the existing contacts in your Salesforce account, a new contact will be created for the visitor when a chat ends or an offline message is submitted.

Create a Case

When creating a new contact, the chat/message of the contact is attached as a task under the lead. For an existing contact, each chat/message from the contact is attached as a case.

Update Contact Information

If a visitor can be found from the existing contacts in your Salesforce account, options are available to decide whether the contact information will be overwritten:

  • Do not update the contact information.
  • Update the contact with information from live chat.
  • Only add new information (Do not overwrite existing information).

Manually Create Lead/Contact/Case/Task

If you don’t want to automatically create Lead/Contact/Case/Task, you are also allowed to create them manually in your Comm100 Agent Console. Manually click on the action you want to perform and the corresponding data will be recorded in your Salesforce account.

Live Chat Data You Can Get in Salesforce

Contact/Lead Details

Comm100 Live Chat Fields

Salesforce Contact Fields

Salesforce Lead Fields

Agent who chatted with the contact/lead

Contact Owner

Lead Owner

Name

Last Name

Last Name

Email

Email

Email

Phone

Phone

Phone

Company

Company in Case Details

Company

Case/Task Details

Comm100 Live Chat Fields

Salesforce Case Fields

Salesforce Task Fields

Agent who chatted with the contact/lead

Case Owner

Task Owner

Name

Contact Name

Name

Email

Contact Email

Email

Phone

Contact Phone

Phone

Chat ID

Subject

Subject

Chat Content

Description

Comments

Note

Description

Comments

Start Time

Description

Comments

End Time

Description

Comments

Custom Fields and Custom Variables

Description

Comments

Request page

Description

Comments

Attachments

Attachment section in Case Details

Attachment section in Comments Details

Who Will Be the Contact/Lead/Case/Task Owner

While creating a new contact, Comm100 will set your existing Salesforce user who has the same email address as the chatting agent as the Contact Owner. If no such user is found, the user whose account is used to connect Comm100 Live Chat with Salesforce will be set as the owner. The same rule is applied to Lead OwnerCase Owner and Task Owner.