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Salesforce integration

Krzysztof Kraus
10 min read
updated: Apr 5, 2024
This integration works only with Salesforce plans that include access to API.
This integration works only with Salesforce plans that include access to API.

The benefits of Salesforce integration:

  • Create Leads and Contacts from chats and chat archives
  • Search Salesforce Leads and Contacts directly in LiveChat
  • Update Leads and Contacts directly in LiveChat
  • Pass chat transcripts either as Cases or any other Object that you have created in your Salesforce account

How to set up?Link icon

Setting up the integration is easy - all you need are your Salesforce credentials. After adding the integration you will unlock exciting new possibilities in the field of lead generation.

  1. Login to your LiveChat admin account and go to the Salesforce page in Marketplace. Then, add the integration by clicking on the Settings button.

You will get a confirmation that the integration has been successfully added.

  1. Go to Chats or Archives, click on the Salesforce button on the top of the Details panel on the right-hand side. Press Connect, this will connect your Salesforce account with LiveChat.

Please note that you need an ongoing chat for the Salesforce button to be accessible in Chats.
Please note that you need an ongoing chat for the Salesforce button to be accessible in Chats.
  1. Provide your Salesforce Username and Password and click on Log In button.
Note that all agents on your LiveChat account will have to provide their own Salesforce credentials.
Note that all agents on your LiveChat account will have to provide their own Salesforce credentials.

Salesforce login screen

Note that this step will be omitted if you are already logged in to your Salesforce account.
Note that this step will be omitted if you are already logged in to your Salesforce account.
  1. On the next screen, the integration will ask you to grant LiveChat access to your Salesforce account - click on Allow in order to continue.

Done! Now your Salesforce is integrated with LiveChat and you can start using it right away!

How to configure?Link icon

You can adjust the Salesforce configuration to your needs, whether you want to see only specific information or pass transcripts to a custom Object in your Salesforce. The configuration is easy and here are the ways in which you can configure your Salesforce integration:

How to configure Lead and Contact fields visibility?Link icon

The fields visibility option lets you decide which information about Leads and Contacts will be shown to agents during a chat.

  1. To configure fields visibility, please click on the Settings button and choose the Lead fields visibility or Contact fields visibility option.
The configuration looks the same for Lead and Contact fields visibility.
The configuration looks the same for Lead and Contact fields visibility.

Setting the fields visibility

  1. Now, choose which fields should be visible during a chat in your Salesforce plugin.

Choosing fields visibility in LiveChat

  1. Confirm changes by clicking on Save button.

Salesforce fields visibility in LiveChat

Note that you can also change the position of those fields by simply dragging them up and down.
Note that you can also change the position of those fields by simply dragging them up and down.

How to configure Chat transcript settings?Link icon

By default, transcripts are being attached as Cases to your Salesforce account, but you can choose any other Salesforce Object and attach transcripts there. For example, as an Object you can use Case or Task.

  1. To do that, open the Salesforce plugin and click on the Chat transcript settings button.

Add New Lead or New Contact

  1. Click on the Change button and enter the name of the Object to which you would like to pass transcripts.

Change Salesforce object in LiveChat

  1. Then, select the Transcript fields that you would like to map to each Salesforce field and confirm changes by clicking on Save button.

Saving Salesforce object in LiveChat

Field mapping is useful if you want to keep everything in check - you can create an Object dedicated to transcripts, so that you will always know where to find them.
Field mapping is useful if you want to keep everything in check - you can create an Object dedicated to transcripts, so that you will always know where to find them.

Done! From now, all chat transcripts will be attached to the custom Object in your Salesforce.

How to attach the transcript directly to a Lead or Contact?Link icon

Salesforce does have a possibility to attach Lead or Contact to which you are saving Transcripts directly to your Case or Task. By following these steps, you will be able to attach Transcript directly to an existing record in your Salesforce.

Note that you can connect Lead or Contact with any Object in your Salesforce account to which you are attaching Chat transcripts.
Note that you can connect Lead or Contact with any Object in your Salesforce account to which you are attaching Chat transcripts.
  1. Go to your Salesforce account and click on Setup in the top right section of your Salesforce dashboard - note that you will need the Administrator’s privileges to customize those options.

Salesforce panel Setup

The screenshots in this article show the Salesforce Classic interface. The integration is also available with Salesforce Lightning.
The screenshots in this article show the Salesforce Classic interface. The integration is also available with Salesforce Lightning.
  1. Type Cases in the Search tool and click on Fields button.

Searching for Cases in Salesforce

  1. Scroll down to the Case Custom Fields & Relationships section and click on the New button.

Salesforce Custom Fields

  1. Select Lookup Relationships option from the list and click Next.

Salesforce Lookup Relationships

  1. If you would like to connect a transcript to a Lead, select Lead in the Related To dropdown menu. Confirm the action by clicking on Next.

Salesforce Lead field

  1. In the next section, type LeadId in the Field Name section and Lead in the Description field. After that, click on Next.

Salesforce Lead editing

  1. Click through the Step 4 and 5 by clicking on the Next button.
  1. Finally, apply changes by clicking on the Save button.

Saving changes at Salesforce

  1. All you need to do now is go to the Chat transcript settings in your LiveChat Salesforce Plugin and use the following settings:

Transcript fields mapping in LiveChat

  1. After entering the correct settings, confirm by clicking on Save button.

Done! Now, when attaching a chat transcript to a Lead, it will be automatically related to it.

Please note that this configuration can be done for Contacts as well. All that you have to do is, in Step 5, choose a Contact instead of a Lead.
Please note that this configuration can be done for Contacts as well. All that you have to do is, in Step 5, choose a Contact instead of a Lead.

Why I cannot add new Leads or Contacts?Link icon

If you are using a custom security settings for your Salesforce, it’s possible that LiveChat integration may not work properly. For example, you will not be able to add new Leads or new Contacts to your Salesforce account. In order to workaround this issue, you may set up a custom permission set for agents using your LiveChat and Salesforce account.

As the process may be tricky, we have prepared a short training video, guiding you through the entire process of creating the custom Permission Set. We hope that you will enjoy it!

How to disconnect your Salesforce account from LiveChat?Link icon

If you are no longer using Salesforce or if you would like to simply stop using the integration, you can disconnect it directly in LiveChat plugin.

  1. To do that, open the Salesforce plugin and click on the Account settings.

Disconnecting Salesforce integration

  1. To disable the integration, click on the Disconnect button and confirm.

Disconnect Salesforce button

Done! Now you know what you can achieve with the proper Salesforce configuration.

How to use the integration to your advantage?Link icon

This section will tell you how to:

  • Create Leads and Contacts from chats, chat archives and the Traffic section of your LiveChat
  • Search Salesforce Leads and Contacts directly from LiveChat
  • Update Lead and Contact information directly within LiveChat
  • Pass chat transcripts either as Cases or any other Object that you have created in your Salesforce account

How to add Leads and Contacts to Salesforce?Link icon

Adding new Leads or Contacts is simple and the process looks the same for both. All you have to do is follow these steps.

  1. Choose a chat from which you would like to add a new Lead or a Contact.

Choosing an ongoing chat

  1. Or choose a chat transcript from the Archives section of your LiveChat.

Choosing a chat from archives

  1. You can also choose a visitor directly from the Traffic section of your LiveChat.

Choosing a website visitor

  1. Next, click on the Salesforce button in the top right corner of your LiveChat dashboard and click on Add New Lead or Add New Contact button.

Adding lead or a contact from LiveChat

  1. You will see a form where you can fill out the customer’s data to pass to Salesforce.

Filling in the details about a Lead before passing it to Salesforce

Note that you have to fulfil the required fields, marked with a * symbol - the required fields are determined by the settings of your Salesforce account.
Note that you have to fulfil the required fields, marked with a * symbol - the required fields are determined by the settings of your Salesforce account.
  1. Confirm adding a Lead or a Contact by clicking on the green button at the bottom of the form.

How to edit existing Leads and Contacts?Link icon

Follow the steps below to edit the existing Leads and Contacts directly within your LiveChat dashboard.

  1. To do that, choose an existing Lead or Contact and click on the Edit details button.

Edit already existing record

  1. Update information in the table and confirm changes by clicking on the Save button.
Note that you can edit the information directly from an ongoing chat, Traffic or Archives section of the app. You can also search for the existing record and edit the information as well.
Note that you can edit the information directly from an ongoing chat, Traffic or Archives section of the app. You can also search for the existing record and edit the information as well.

Updating already existing record

How to search existing Leads or Contacts?Link icon

Using the Salesforce plugin, you can search for existing records in your Salesforce account - Leads and Contacts.

If you are using one email address assigned to multiple Leads or Contacts in your Salesforce, LiveChat will display the newest record added with this email address.
If you are using one email address assigned to multiple Leads or Contacts in your Salesforce, LiveChat will display the newest record added with this email address.
  1. To do that, click on the Salesforce button and hit the Magnifier icon. Then, provide the email address that you are looking for.

Using search tool

Note that you can look for a specific address by wrapping the emails in the quotation marks ("") or typing a string that you are looking for.
Note that you can look for a specific address by wrapping the emails in the quotation marks ("") or typing a string that you are looking for.

If the Lead or Contact already exists in your database, detailed information will be loaded in the panel.

How to Save a Chat Transcript to SalesforceLink icon

Saving transcript is even easier then adding the Salesforce integration itself. Transcripts can be added directly from Chats or from your Archives.

  1. To do that, click on a Chat or select a Transcript from the Archives section of the app and click on the Save transcript button.

Saving a chat transcript

  1. The transcript will be forwarded to your Salesforce immediately, right after clicking on the Save transcript button. If your chat is not yet finished and you have saved the incompleted transcript, fear not!

    To update your transcript in Salesforce so that it will include the latest messages sent by you and/or your visitor, simply click on the Click here, available after sending the transcript to Salesforce.

Updating a chat transcript

By default, transcripts are saved as Cases to your Salesforce. Click here to learn how to change it to a different Object.
By default, transcripts are saved as Cases to your Salesforce. Click here to learn how to change it to a different Object.

Done! Now you know what possibilities does the Salesforce integration has to offer! Hopefully you have found this article helpful but if you have any additional questions, feel free to start a chat with us - we are available 24/7/365!

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