Define how AppExchange Chat data integrates with your company’s systems and business processes.
In this guide, you'll learn how to map AppExchange Chat data into Salesforce. Once you’ve configured data mapping, AppExchange Chat conversations and chatbot interactions can create leads, contacts, and events in your Salesforce org.
Here’s what we’ll cover:
When prospects participate in conversations or chatbot experiences, AppExchange Chat captures information that can be used to create leads, contacts, and other Salesforce records. The process of transforming that information into records is called data mapping, and it starts by identifying standard and custom fields on key Salesforce objects. Use the following table to determine which lead fields you'd like to map to. Then repeat the process for contacts.
After you identify the lead and contact fields you want to map, you can start data mapping. At a minimum, you should map data from common and required fields for leads and contacts.
Please note: There are some Salesforce field data types that Qualified cannot map into at this time: Lookup Fields, Multi-Select Picklists, and Formula Fields.
After you map common and required fields, you can consider mapping more complicated data types. Mapping standard fields such as name, company, and email is a great start - and it's likely your business has at least a few additional fields specific to your business needs that we'll want to map as well. First, let’s talk about data types.
Next, let's look at an example of a more complex (but common) data type: picklists. In Salesforce, fields like Company Size or Industry commonly have default values set by a Salesforce admin.If you want to map AppExchange Chat data into these fields, it's a good idea to allow only the values set by your Salesforce admin.That way, when you select the field in Salesforce, the mapping automatically pulls in these values. Here’s an example.
Checkboxes are another important and commonly used Salesforce field type. Mapping AppExchange Chat data to a checkbox can be a bit more complex than other fields, as it is always either true (checked) or untrue (unchecked) and frequently triggers workflows within Salesforce orgs.
Before you map a checkbox, note the two options available for data mapping: default value or fixed value. A default value allows you to map a value to a field only if the field is already empty. Because checkbox fields in Salesforce are never empty (that is, they are always true or untrue), we suggest avoiding this mapping option in most cases. In contrast, a fixed value allows you to override whatever is in the checkbox field with a predetermined value. In this example, the fixed value is true.
To mark a checkbox as true, you must select true as your fixed value. This will ensure each time a lead or contact is created or updated in Salesforce that box is marked as true.
Another common practice is to hardcode some field values when leads are created in Salesforce. For example, this approach is favored when you want the system setting field values according to your defined rules, instead of sales reps setting the values manually. For the leads, this typically occurs with the Lead Source field. In AppExchange Chat, setting a hardcoded ("hidden") value for Lead Source lets you see that a lead originated from a live conversation or chatbot interaction. This information is often useful for reporting by marketing managers and sales managers.
To help you track the leads and other data that originates from AppExchange Chat, we suggest creating a campaign in Salesforce. , .You can name the campaign anything you like, but we recommend including "AppExchange Chat" so it’s clear where the lead came from. Follow these steps to create a campaign in Salesforce.
1. Log in to your Salesforce org.
2. Click the App Launcher, and then click Marketing.
3. Click Campaigns.
4. Click New.
5. Assign the following field values. You can leave the other field blank.
a. Active: Checked
b. Type: Web Conversations
c. Status: In Progress
d. Start Date: Today’s date, or leave blank.
6. Click Save.
After you configure a campaign for AppExchange Chat in Salesforce, add the campaign to the Qualified dashboard.
Next, repeat the process for contacts.
Once this is set, we'll now know which Salesforce Campaign(s) to associate your Leads or Contacts to by default.
Accurate lead source values help you understand where your leads are coming from. Before you finish setting up campaign attribution, verify that the Lead Source field in Salesforce is populated correctly when AppExchange Chat creates a lead.
You just learned how to map lead, contact, and campaign data from AppExchange Chat to Salesforce. We also explored how to map hidden fields into Salesforce for reporting purposes by sales and marketing managers.
Continue in your education with AppExchange Chat: