Integration

Welcome to Alive5 Integration Guides. Here you will find how to connect your Alive5 account with your favorite CRM.

To get started with Dynamics CRM integration, you will need a Dynamics CRM account connected to Alive5.

Steps to create:

Select the Integrations button in the far bottom right on the main dashboard. (see figure)

A new screen will appear.

Now click on the Dynamics tab and select the Connect MS Dynamics Account

A dialog box as shown below will appear.

Provide your Username, Application URL, & Password. Now click the Connect button. Username is usually the email address in case of Dynamics 365 cloud instances, however, for IFD (Internet Facing Deployment) username is a combination of the domain name and username like (Domain\username)

If the correct credentials have been entered, then you will be redirected back to the alive5 page with the status connected.

If the correct credentials have been entered, then you will be redirected back to the alive5 page with the status connected.

Once the account is synced, go to the SMS or Live Chat applications to begin using the CRM integration. If you are connected to your Dynamics Account, then on the right Panel click the second or Info tab and here you will find the Connect with Dynamics CRM button.

When you click on the Connect with Dynamics CRM button, a popup window will appear.

In this popup window, you can search the default entities i.e Account, Contact & Lead.

You can also create a new record for these entities.

These settings give you control to show and hide the Entity forms and their search tables from the integration panel.

Steps to create:

Click on the blue plus sign image button as shown below

A new form will appear (referenced below)

This form has the following fields.

• Allow Lead Search: If Yes is selected, you will be able to search for Leads, otherwise not.
• Allow Contact Search: If Yes is selected, you will be able to search for Contacts, otherwise not.
• Allow Account Search: If Yes is selected, you will be able to search for Accounts, otherwise not.
• Allow Leads Creation: If Yes is selected, you will be able to create a new Lead, otherwise not.
• Allow Contact Creation: If Yes is selected, you will be able to create a new Contact, otherwise not.
• Allow Account Creation: If Yes is selected, you will be able to create a new Account, otherwise not.
• Chats Save To: It has two options
  (i) Notes (ii) Custom Activity Type

(i) Notes: Notes are selected by default. All the chat/SMS transcripts will be saved into the Notes entity.

(ii) Custom Activity Type: Select this option If you want to save chat transcripts into any custom Activity. In this case, we have to provide the name of custom activity Activity Type Name and the chats/SMS will be saved into the description field of the custom Activity. You will need to add the description field to your view and expand the rows on that field to 10 rows. This is so the chat transcript can fit into the description.

These settings are responsible for showing or hiding the default fields during entity creation in the integration panel.

Steps to create:

Click on theimage button as shown below

A new form will open as shown below. Here you can choose which default fields are required for your organization.

• Is Account Phone Required: If Yes then the agent will be able to provide a phone number when creating a new Account, otherwise not.
• Is Contact Phone Required: If Yes then the agent will be able to provide a phone number when creating a Contact, otherwise not.
• Is Lead Phone Required: If Yes then the agent will be able to provide a phone number when creating a Lead otherwise not.
• Is Lead Company Required: If Yes then the agent will be able to provide a company name when creating a Lead, otherwise not.
• Is Account Description Required: If Yes then the agent will be able to provide a description when creating an Account, otherwise not.
• Is Contact Email Required: If Yes then the agent will be able to provide an email when creating a Contact, otherwise not.
• Is Lead Email Required: If Yes then the agent will be able to provide an email when creating a Lead, otherwise not.

By default, only three Dynamics CRM Entities (Account/Contact/Lead) are available. If another entity other than the default ones are needed, then you can add them here.

Steps to create:

Click on theimage button as shown below

A new form will appear as shown below.

• Entity Display Name: This is the display name visible to agents when using the Dynamics CRM Integration.
• Entity Name: It must be spelled the same as it is in the Dynamics CRM.
• Primary Field Display Name: This is the display name of the primary field visible to agents when using the Dynamics CRM Integration.
• Primary Field Name: It must be spelled the same as it is in the Dynamics CRM.
• Allow Record Search: If Yes then you will be able to search records for this newly created entity, otherwise not.
• Allow Record Creation: If Yes then you will be able to create records for this newly created entity, otherwise not.

The below example shows how you can set a non-default entity like Opportunity.

After saving the new entity, you can search the records for this newly added entity and can create a new record for this entity. as shown below.

Creating records using the integration requires updating default and custom fields according to your organization-specific settings. Custom Export Fields give you an opportunity to add non-default fields to your CRM. This will add these fields to the form that your agents see when they are creating a new entity (Ex: Account, Contact, Lead, etc.) or can be pushed as a constant in the backend.

Steps to create:

Click on theimage button as shown below

A new form will appear as shown below.

• Field Name: Specify the field for which you want to save data. It must be spelled the same as it is in the Dynamics CRM
• Entity Type: Select the entity from the drop-down list item to which field belongs

Variable Type: This type has 3 options:

1. Alive Chat Variable: These are custom variables that can be included from the header of a chat conversation (Location, IP Address, Computer, Referrer URL, Page URL).
   
   *This can be customized. Please contact your alive5 Representative for this option.
2. Constant: These fields are pushed in the backend when a new record is created and these fields do not appear on the form. All you have to do is to provide a value that you want to save.
3. Input Field: These fields appear on the form on the integration panel.

When the variable type is set to Constant or Input Field then we have to select the Input Field Type. There are eight different Types:

1. Textbox
2. Whole Number
3. Boolean
4. Option Set
5. Status Reason
6. Lookup
7. Data Time
8. Currency

1. Textbox

If the variable type is Constant and the field type is Text Box, then you have to provide the value for the text box field. That constant value will then be saved in the Dynamics CRM on record creation.

When the variable type is Input Field and the field type is Text Box, then you have to provide the label for that field, set if the field is required or not, and the maximum length of the textbox.

*The Required and Max Length fields trigger user interface warnings for the end-user (agent) on the integration panel.

After saving, the custom export field (Title) will appear in the New Contact form on the integration panel where your agents can enter in this newly created field.

2. Currency

If the variable type is Constant and the field type is Currency, then you have to provide the value which will be recorded in the Dynamics CRM on new record creation.

When the variable type is Input Field and the Field Type is Currency, then you will have to provide the label for that Field, set if the field is required or not, and the maximum length of the currency field.

*The Required and Max Length fields trigger user interface warnings for the end-user (agent) on the integration panel.

After saving the Currency field with variable type Input Field that new Currency Field will appear on the form. After saving, the custom export field (Title) will appear on the form in the integration panel where your agents can enter in this newly created field.

3. Data Time

If the variable type is Constant and the Field Type is Date Time, then you have to select the date from the date time picker that this date will be recorded in Dynamics CRM on record creation.

When the variable type is Input Field & Field Type is Date Time, then you have to provide the label, set if the field is required or not. If ‘Use Current Date Time’ is checked, the current date will automatically appear on the agent form during record creation.

4. Lookup

If the variable type is Constant & Field Type is Lookup, then you can search for the lookup record and select the desired record from the search result. In this case, you also need to provide the value of the related entity. The related entity is associated with the lookup search. Once an associated entity is specified, clicking search will help users to select a constant lookup value to be used when new records are created.

When the variable type is Input Field & Field Type is lookup, then you have to provide the label for lookup Field, set if it’s required or not, provide the value of the related entity and also a checkbox with label ‘Use Lookup Optional Fields’ is visible. If ‘Use Lookup Optional Fields’ is checked, two new text boxes will appear i.e Optional Field Name & Optional Field Label and this optional field will appear, when you go for lookup search record.

5. Option Set

If the variable type is Constant and the field type is Option Set then, a dropdown will appear with values list and the chosen value will be recorded in Dynamics CRM on record creation.
This dropdown will populate the information from Dynamics CRM depending upon the field name. And if the field name is wrong then the error notification will appear.

When the variable type is Input Field & Field Type is Option Set, then you have to provide the label and if it’s required or not. On the form, this field will appear as a dropdown field.

6. Status Reason

The Status Reason will work in the same manner as the options set.

7. Two Option

If the variable type is Constant & Field Type is Two Option then a dropdown will appear allowing you to select items from the dropdown and that value will be recorded in Dynamics CRM on record creation. This dropdown contains only two options (True and False).

When the variable type is Input Field & Field Type is Two Option then we have to provide the label and set if it's required or not. On the form, this field will appear as a drop-down field containing two options that are True and False.

8. Whole Number

If the variable type is Constant & Field Type is the Whole Number then you have to provide the value for Whole Number Field and that value will be recorded in the Dynamics CRM on record creation.

When the variable type is Input Field & Field Type is the Whole Number, then you have to provide the label for this Field, set if it’s required or not and its Max Length.

In the below screenshot we have added four different fields. These fields will appear on the contact form while creating the new record.

To view, go to the SMS or Chats, and on the right panel click the Info tab. Here you will find the “Connect with Dynamics CRM” button. Once clicked, a popup window will appear. Click the “New Contact” tab and here you will find all the custom fields that you just added.

For Lookup field click the icon, and a new popup window will appear where you will search for the record and select it.

Note: Fax Column is the optional field you have created in the case of the lookup input field type.

By default, the agent can search for a record by “name”, “email” & “phone no”. If you want to search in other fields, then use this option. Just add the field that you want to search/filter. This will add a column in the Search field for your agents to easily see.
*Do not add too many of these fields, as they will add an extra column to your search results. Multiple records will end up on more pages.

Steps to create:

Click on theimage button as shown below

A new form will appear as shown below:

• Entity Type: Select the entity that you want (Dropdown).
• Search Type: This is the actual data type associated with the field as it is in the Dynamics CRM.
• Field Label: This is the name that will appear in the search results.
• Field Name: This field name should be spelled exactly the same as it is in the Dynamics CRM.

Now we are able to search for a Contact against Fax and that fax will also appear in the search results.

By default, a limited number of fields are shown in the search view section. However, you can view the detail section by clicking the detail icon as shown in the figure below. The Details view is a customizable view, which you can change according to your organizational preference. The default view contains the CRM default fields, but you can add as many detail fields as you want.

By clicking the icon, the Details View will appear and show more information about that record.

If you want some additional information to populate in this section, then add them to the Detail Fields section.

Steps to create:

Click on the image button as shown below

A new form will appear as shown below:

• Entity Type: Select the entity that you want (Dropdown).
• Search Type: This is the actual data type associated with the field as it is in the Dynamics CRM.
• Field Label: This is the name that will appear in the search results.
• Field Name: This field name should be spelled exactly the same as it is in the Dynamics CRM.

Enter your desired field & save it. Now if we click the detail icon , the newly added fields will appear.

If you want to push/update data for specific fields in your Dynamics CRM when a chat/SMS transcript ends or is tagged, then you can add a Back End Field.

Steps to create:

Click on the image button as shown below

A new form will appear as shown below:

• Field Name: This must be spelled the same as it is in the Dynamics CRM.
• Entity Type: Select your desired entity you want to save data for.
• Field Type: Select field type from the drop-down according to its type in the Dynamics CRM.
• Field Value: The Field Value may differ depending on Field Type. It may be a Text Box, Drop Down, Date, etc.

*That field value is updated in the Dynamics CRM when Chats/SMS are pushed.

The field Type has 8 options:

1. Currency
2. Data Time
3. Lookup
4. Option Set
5. Status Reason
6. Text Box
7. Two Options
8. Whole Number

1. Currency

If the Field Type is Currency then we have to provide the value for the Currency Field and that value will be updated when Chats/SMS are pushed to the Dynamics CRM.

2. Date Time

If the Field Type is Date Time then we have to select the date from the date time picker and that value will be updated when Chats/SMS are pushed to the Dynamics CRM.

3. Lookup

If the Field Type is Lookup, then we search for the lookup record and select the desired record from the search result. In this case, we also have to provide the value of the related Entity. The related Entity is associated with the lookup search.

4. Option Set

If the Field Type is Option Set, then a dropdown will appear allowing the user to pick the right option. This dropdown will populate the information from the Dynamics CRM depending upon the field name we provide. If the field name is wrong, then an error notification will appear.

5. Status Reason

Status Reason has the same result as an Option Set.

6. Text Box

If the Field Type is Text Box, then we have to provide the value for the Text Box Field and that value will be updated when Chats/SMS are pushed to the Dynamics CRM.

7. Two Options

If the Field Type is Two Options, then a dropdown will appear allowing the user to select a value from the list. This dropdown contains only two options that are True or False.

8. Whole Number

If the Field Type is the Whole Number, then you have to provide the value for the Whole Number Field.

To push SMS / Chats, go to the SMS or chats, then on the right Panel click the Info tab and here you will find the Connect with Dynamics CRM button. When clicked, a popup window will appear as shown below.

Search for the record and after the search is performed, the records are fetched from the Dynamics CRM you will find a tag icon under the Action column. For SMS, click this icon to push the SMS to MS Dynamics and in the case of a Chat, you have to end the chat to push the chats to the Dynamics CRM after clicking this icon.

To get started with the Salesforce CRM Integration, you will need a Salesforce CRM account connected to Alive5.

Steps to Connect:

Select the Integrations button in the far bottom right on the main dashboard. (see figure)

A new screen will appear with all of the possible integrations.

Click the Salesforce tab, then click on the button that says Configure.

When clicking the “Configure” button, the system will redirect you to the Salesforce login page, where you will put in your Salesforce credentials.

Provide your Username & Password, then click the “Login” button.

Once logged in, you will be redirected back to the alive5 Salesforce Integrations page with the status connected. This will show all of the Settings that you can customize.

After the account syncs, go to the SMS or Live Chat applications to begin using the CRM integration. If you are connected to your Salesforce Account, then on the right Panel click the second or “Info” tab and here you will find the “Connect with Salesforce” button.

Once clicked, a popup window will appear where you can search or create records and entities. By default, the search will pull in the:

1. Phone Number
2. Email
3. Name

These Settings are responsible for showing or hiding the Default Entity forms and their search tables from the Operator panel

Steps to create:

Click on the image button as shown below

A new form will appear which gives the option for all of the Default Entities (Lead, Contact, Account). Requirement or Creation

• Allow Account Search: If “Yes” is selected, your agents will be able to search for ‘Accounts’. If “No” is selected, then your agents will not be able to search ‘Accounts’.
• Allow Contact Search: If “Yes” is selected, you will be able to search for ‘Contacts’, otherwise not.
• Allow Lead Search: If “Yes” is selected, you will be able to search for ‘Leads’, otherwise not.
• Allow Account Creation: If “Yes” is selected, you will be able to create a new ‘Account’, otherwise not.
• Allow Contact Creation: If “Yes” is selected, you will be able to create a new ‘Contact’, otherwise not.
• Allow Lead Creation: If “Yes” is selected, you will be able to create a new ‘Lead’, otherwise not.

These settings are responsible for showing or hiding the default fields during entity creation in the agent panel.

Steps to create:

Click on the image button as shown below

A new form will open:

• Is Account Phone Required: If “Yes” then the agent will be able to see the Phone number when creating a new ‘Account’.
• Is Contact Phone Required: If “Yes” then the agent will be able to see the Phone number when creating a new ‘Contact’.
• Is Lead Phone Required: If ‘Yes’ then the agent will be able to see the Phone number when creating a new ‘Lead’.
• Is Lead Company Required: If ‘Yes’ then the agent will be able to see the Company name when creating a new ‘Lead’.
• Is Contact Email Required: If ‘Yes’ then the agent will be able to see the Email when creating a new ‘Contact’.
• Is Lead Email Required: If ‘Yes’ then the agent will be able to see Email when creating a new ‘Lead’.

By default there are only three Salesforce Entities (Account/Contact/Lead) that are used. If a user wants to add another Entity for search or creation, then it should be added in these settings

Steps to create:

Click on the image button as shown below

A new form will appear:

• Entity Display Name: This is the display name that your agents will see for the Entity.
• Entity Name: This is the API Entity Name spelled exactly the same as it is in the Salesforce CRM.
• Primary Field Display Name: This is the field name visible to agents when creating the newly added Entity.
• Primary Field Name: This is the API Field Name spelled exactly the same as it is in the Salesforce CRM.
• Allow Record Creation: If ‘Yes’ is selected, then your agents will be able to create records for this newly created Entity, otherwise not.

(An example):

After saving, you can now do a search for and create a record for the newly added Entity. (Example shown below:)

Custom Export fields allow you to automatically send predetermined fields into the CRM when the chat is tagged. You can make these fields required for any new records that your agents create to push to your CRM.

Steps to create:

Click on the image button as shown below

A new form will pop up:

• Field Name: This is the API Field Name spelled exactly the same as it is in the Salesforce CRM.
• Entity Type: Select the Entity from the drop down list item where the field belongs.

Variable Type: This has 3 options:

1. Alive Chat Variable: These are custom variables that can be included from the header of a chat conversation (Location, IP Address, Computer, Referrer URL, Page URL). *This can be customized. Please contact your alive5 Rep for this
2. Constant: This would be a value you input that would be pushed in the back-end when a new record is created. *This field will not appear on the New Entity form.
3. Input Field: This will be a field that appears on the New Entity form for your agents to input or select.

When the variable type is Constant or Input Field then we have to select the Input Fields Type.

There are six different Field Types:

Exporting Variable Type - Constant

1. Checkbox - Constant

2. Currency - Constant

3. Textbox - Constant

4. Date - Constant

5. Lookup - Constant

6. Picklist - Constant

Export Variable Type - Input Fields

1. Checkbox - Input Field

2. Currency - Input Field

3. Textbox - Input Field

4. Date - Input Field

5. Lookup - Input Field

6. Picklist - Input Field

By default an agent can search for a specific record against the “name”, “email” & “phone no”. If you want to search by other fields, then you can add it here. Add a field for which you want to search/filter your data/records.

(*Adding in a Search Field will add an extra column in the search results. It is recommended to use the Custom Detail Fields)

Steps to create:

Click on the image button as shown below

A new form will appear as shown below

• Entity Type: Select your desired entity you want to search or filter down
• Entity Type: Select your desired search type. These are actual data types associated with the field.
• Field Name: Provide the Field Name (should be same as in the CRM).
• Field Label: Provide the Field Label. This label will appear in the search results.

When the Entity Type is “Lookup” then two extra text boxes will appear on the form and you will have to provide the Related Entity Name & Related Field Name. (*Example form shown below)

Now we can search for a Fax number in the Contact Entity, and that Fax number will also appear in the search results.

The Detail fields are exactly the same as the Custom Search Fields, except they are seen by clicking the detail icon under the Action column at the end of the search results. This is for your agents to see more information about your visitor if matched in the query. You can add as many detail fields as needed.

By clicking the Details Icon , the detail section will appear and show more information about the matched record in your CRM.

(*Example figure shown below)

Steps to create:

Click on the image button as shown below

A new form will appear as shown below.

• Entity Type: Select your desired entity you want to attach detail fields to.
• Field Type: Select field type from the drop down. These are actual data types associated with the field.
• Field Label: Provide Field label you want to appear as a label
• Field Name: Provide Field Name you want to see data for. It must be the same as in the Salesforce CRM

(Example shown below)

Enter your required fields and save it.
Now if you click the detail icon, the new added fields will appear.

Back End Fields are if you want to push data for specific fields in your Salesforce CRM automatically whenever a chat transcript ends, an SMS is pushed, or a new Entity is created.
(*Note these fields will overwrite anything previously entered in these fields)

Steps to create:

Click on the image button as shown below

A new form will appear:

• Entity Type: Select your desired entity you want to save data for.
• Field Name: Provide Field Name you want to see data for. It must be the same as in the Dynamics CRM
• Field Value: The Field Value may differ depending on Field Type. It may be Text Box. Drop Down, Date picker. And that Field Value Updated in Dynamics CRM when SMS / Chats are pushed.
• Field Type: Select field type from the drop down according to its type in the Dynamics CRM.

The Field Type has 6 options as stated previously:

1. Checkbox
2. Currency
3. Date
4. Lookup
5. Picklist
6. Text Box

To push SMS / Chats, go to the SMS or chats on the right Panel click the info tab and here you will find the Connect with Salesforce button click it . A popup window will appear shown below.

Search the record and after the search results are found from your Salesforce CRM, you will find a tag icon under the Action column.

In the case of an SMS, you just click this icon to push the SMS to Salesforce CRM. (*For SMS, once tagged, if the visitor or agent messages again, it will append the Activity in your Salesforce CRM).

In the case of a Live Chat, you must have to end the chat in order to push the chat to the Salesforce CRM.