2013 Velaro
2013 Velaro
Salesforce Integration Guide
Integrating Velaro with Salesforce
Using Velaro’s Salesforce chat integration tools, you can create leads, contacts, support cases, and save them to Salesforce right from the Velaro chat window. This guide will walk you through setting up the integration, adding your own custom fields, managing your users, and how this powerful tool is used directly within Velaro's Agent Desktop and live chats.
Please note that the Velaro Salesforce integration is intended for Salesforce Enterprise accounts only. If your Salesforce account is not at the enterprise level, then please contact your representative to discuss the API integration.
Enabling Salesforce
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Within the [General] category, check the box for Enable CRM Integration and then select
Salesforce from the CRM Provider drop down menu.
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Default and Custom Fields
Now that Salesforce has been enabled on your Velaro account, you will need to set up the record and field types that you will be utilizing. From the menu tree on the left, select Salesforce.
If your Salesforce account utilizes Campaigns, you can assign the ID within this section to associate the information coming from the chats to the specific campaign which you have assigned. For more information regarding the Campaign ID, please visit our Community Website.
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By cloning the default fields you will already have the basic record parameters for Leads, Contacts, Cases, and Accounts. If you however also need to set up additional or custom fields within the integration, select the Field Mapping tab and click the New Field button.
2013 Velaro Go back to the Velaro Control Panel and create a new field. Enter the Field Name(Keywords) that you noted from the Salesforce account and select the record type for this new field. Then select whether this new field will be used for searching or creating records, and enter the API Name in the
Property Name(Keywords__c). Remember to select This is a Custom field within my CRM
system above the Ok/Apply buttons.
Field Attributes
Field Name - This should be set to the Field Name as defined in your Salesforce account.
Applies to Records of Type - Allows you to define the record type for the field you are creating
(lead, contact, case, account)
Chat Attribute - Allows you to pass in one of the Velaro attributes used within the chat for
automatic field population. For a complete guide on pre-populating fields please visit our community site here.
This Field Is Used for Searching - Sets your field to be used in criteria for searching. This Field is Used for Creating - Sets your field to be used for creating recordings. Property Name - This should be set to the API name for your field as defined in Salesforce. Field Label - Here you can define how the field will display in the integration itself,
Display Order - Allows you to define the order of your fields for each record type displayed within
2013 Velaro
Adding Agents
Lastly, you will need to set up each of your Agent's Salesforce information in their Velaro
usernames. Navigate back to the [General] menu and select CRM Users tab. From the Working
On User drop down box select each Agent input their Salesforce username, password and Security
Code. Click Apply to save the information.
The SF Security Code is the user's security token, if they do not have it saved or do not know it then the token will have to be reset. To reset a security token the user must log into the Salesforce website and navigate to the Customer Support > Setup section, and locate the Reset your security token link.
2013 Velaro
Salesforce in the Agent Desktop
Once the user information has been added and saved, your Agent's will be able to access Salesforce both in the Agent Desktop as well as directly in chats.
Agent Desktop:
Note that now in the Agent Desktop there is an accessible Salesforce tab, which the agent can use to search through records and even access the account as if they had signed into a browser.
Live chats:
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If the visitor's record had not been previously assigned, your agents can search Salesforce for any existing ones.
Your agents will also have the ability to create records directly within the chat. Simply by navigating to the Create button within the Salesforce sidebar they can select the record type.
2013 Velaro If you would like additional resources, guides, or assistance please utilize the following links:
Online Community Live Chat Email Support
