Introduction

Welcome to Alive5 Integration Guides. Here you will find how to connect your Alive5 account with Salesforce Enterprise edition.

CRM Connection

To get started with the Salesforce CRM Integration, you will need a Salesforce CRM account connected to Alive5. In addition, Salesforce API access is required for an integration with Alive5 through a connected app.

Connected apps, installed in an org, integrate external applications with Salesforce APIs. With API Access Control, all connected apps’ access to Salesforce APIs can be locked down and then approve (allowlist) specific connected apps. Using profiles and permission sets, you can then grant users access to an approved connected app. These users can access APIs through the connected app.

If you see 'The Rest API is not enabled for this organization' when trying to connect your Salesforce account, this means that your Salesforce organization doesn't currently have API access.

Steps to configure Salesforce account:

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

Note: The default session for Salesforce timeout is two hours of inactivity. When the session timeout is reached, users are prompted with a dialog that allows them to log out or continue working. If they don’t respond to this prompt, they’re logged out.

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

System will redirect you to the Salesforce login page, where you will provide your Salesforce credentials: “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 settings that you can customize according to your requirements.

Once the integration has been set up, 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 and record creation forms will pull in the following information from the visitors profile:

1. Phone Number
2. Email
3. Name (Full Name)

Integration Settings

In this section, you can set your search and create preferences for default entities (account, contact and lead) i.e., whether to allow search and creation of records or not. In addition, there is an option to Allow Auto SMS Push and Allow Auto Chat Push which is explained in the coming section.

Steps to configure these settings:

Click on the

image button as shown below

A new form will appear.

• Allow Account Search: If “checked”, you will be able to search ‘Accounts’. If “unchecked”, you will not be able to search ‘Accounts’. By default, it is checked.
• Allow Account Creation: If “checked”, you will be able to create a new ‘Account’, otherwise not. By default, it is checked.
• Allow Contact Search: If “checked”, you will be able to search ‘Contacts’, otherwise not. By default, it is checked.
• Allow Contact Creation: If “checked”, you will be able to create a new ‘Contact’, otherwise not. By default, it is checked.
• Allow Lead Search: If “checked”, you will be able to search ‘Leads’, otherwise not. By default, it is checked.
• Allow Lead Creation: If “checked”, you will be able to create a new ‘Lead’, otherwise not. By default, it is checked.
• Search Order (Drag to reorder): This feature allows users to set the search order preference on the basis of three fields (phone, email and full name) according to their requirements.

* Note: Working of Search Order is explained in detail below.

• Allow Activity Subject Change: If “checked”, you will be able to change the ‘subject’ against each Chat/SMS that is pushed whenever a new record is created or an already existing record is tagged. By default, ‘subject’ is system generated with prefix “Alive SMS” or “Alive Chat” as shown in the picture below: (Note: This feature is explained below)

• Subject Suffix: If provided, the suffix will be attached to the subject of the activity for SMS/aliveChat whenever auto/manually tagged to a record.
• Allow Fetch CRM Data: If “checked”, it will fetch records from salesforce with the same phone number as used for creating new SMS.

* Note: Allow Fetch CRM Data feature is explained below.

• Allow Auto SMS Push: If ‘Allow Auto SMS Push’ is marked as “checked”, SMS will be tagged automatically to the very first record fetched from Salesforce on the basis of a set of fields provided in Entity Field to Map against the Entity.

For instance, you can select the entity ‘Contact’, its field ‘Phone’ and ‘Email’. By doing so, it will take visitors' phone number and find the corresponding record in the Contacts with the same number in Salesforce. If no record is found, it will search for one with the same Email. On success, it tags SMS conversation to this record.

* Note: Allow Fetch CRM Data feature is explained below.

• Push To All Records: If “checked” along with “Allow Auto SMS Push”, SMS conversation will be pushed to all records found in Salesforce on the basis of preferences set for “Entity Field To Map”.

• Allow Auto Chat Push: If “checked”, form will appear like this

* Note: Allow Auto Chat Push feature is explained in detail below.

• Allow Creation: If “checked” along with “Allow Auto Chat Push”, a new record will be created against the selected Entity in Salesforce having FullName as provided by the visitor.

• Push To All Records: If “checked” along with “Allow Auto Chat Push”, chat will be pushed to all records found in Salesforce on the basis of preferences set for “Entity Field To Map”.

* Note: When “Push To All” and “Allow Creation” are both enabled and there are no records in the CRM with the same Phone(Entity Field To Map) then a new record is created else chat is pushed to all records found.

Allow Activity Subject Change

This feature allows you to change the ‘subject’ for Chat/SMS. Setting it to “checked” in integration settings will require the user to add a backend field for ‘subject’ with entity type as ‘Activity’ and field type as ‘Picklist’. It can be either a constant variable type or input variable type.

After setting “allow activity subject change” to yes  and providing its value, it will appear like this:

As Constant Variable Type: It will let the user to select a constant value from the dropdown list while adding subject as a backend field as shown in the figure below:

As Input Variable Type: It will let the user to select a value from the dropdown list, whenever a new record is created or existing record is tagged, as shown in the figure below:

Subject Suffix

This feature allows you to attach a suffix to the ‘subject’ for Chat/SMS.

Whenever a new record is created or an existing record is tagged, this suffix appears after a pipe sign ‘|’ with the subject of the activity tagged as shown in the figure below.

Search Order (Drag to reorder)

Assume that user sets the search order as following:

• phone
• email
• full name

SCENARIO#1: WHEN ALL THREE FIELDS ARE POPULATED

In this scenario, whenever search is done it will pick visitors' phone number and search for Salesforce records matching that phone number and display them to the user. In case there exists no record with that phone number, alive5 will continue the search for records but this time for records having the same email as that of the visitor. Furthermore, if there are no records whose email matches the visitor's email, the system will search for records having the same full name as of the visitor.

SCENARIO#2: WHEN NOT ALL THREE FIELDS ARE POPULATED

In case, user has not provided a phone number, alive5 will search for records on the basis of email. Furthermore, if the user has not provided both phone and email, the system will search for records on the basis of full name.

SYSTEM FETCHES RECORDS ON BASIS OF PHONE NUMBER

SYSTEM FETCHES RECORDS ON BASIS OF EMAIL ADDRESS

SYSTEM FETCHES RECORDS ON BASIS OF FULL NAME

Allow Fetch CRM Data

This feature allows you to fetch information from salesforce against the phone number used to create new SMS. If there exists any record with the same phone number, it grabs the information and auto fills the last name and first name for the user.

The screen appears like this when this feature is disabled. Fields are empty.

On the other hand, when this feature is enabled, information from salesforce is fetched and fields are auto filled with respective data.

Allow Auto Chat Push

This feature enables you to automatically tag a chat to one or more records based on your preferences and the visitor's information. Additionally, it allows you to create a new record if none exists. You need to choose a channel, an entity and its corresponding set of entity fields to map. Choosing a channel from the dropdown list allows you to limit pushing your chats only if the chat automation channel matches that of the widget.

The field identifier allows setting the priority on the basis of three fields (phone, email and account id). For instance, you can select the entity ‘Contact’, its field ‘Phone’ and ‘Email’ and set the field identifier to 'Phone’, ‘Email’ and then ‘Account id’. By doing so, it will take visitors' phone number and find the corresponding record in the Salesforce contacts. In case there is no record with that phone number it will take the email and search for a record. If a record (one or more) is found, the chat thread is pushed to it on ending the chat (either by agent or the visitor). In another scenario, if the phone is not provided by the visitor, Email will be used to search for a record in the Salesforce and vice versa. And in case there is no record with those details, a new record will be created if “allow creation” is enabled.

Default Field Settings

In this section, one can change the default settings i.e., the fields that are mandatory by default can be changed to “required” or “not required”, as per the agents’ requirements, through these settings. Additionally, there is an option for “enabling” or “disabling” person account creation. By default, ‘business account’ as well as ‘person account’ can be created by choosing the desired option from the dropdown list.

Steps to configure these settings:

Click on the

image button as shown below

A new form will open:

• Is Person Account Enabled: If “checked”, then the agent will be able to create a ‘person account’. If “unchecked”, there will be no option for creating a ‘person account’. The account will be a business account.

• Is Account Number Used: If “checked”, then the agent will be able to provide account number while creating a new ‘Account’, else, there will be no such field.
• Account Email Required: If “checked”, then the agent will be required to provide email id when creating a new ‘Account’ otherwise, there will be no need to provide email address.
• Account Email Show On Form: If “checked”, then this field will appear on the form otherwise, there will be no such field there. By default, it is checked.
• Account Number Required: If “checked”, then the agent will be required to provide account number when creating a new ‘Account’ otherwise, there will be no need to provide account number.
• Account Number Show On Form: If “checked”, then this field will appear on the form otherwise, there will be no such field there. By default, it is checked.
• Account Phone Required: If “checked”, then the agent will be required to provide ‘phone’ when creating a new ‘Account’ otherwise, there will be no need to provide ‘phone number’.
• Account Phone Show On Form: If “checked”, then this field will appear on the form otherwise, there will be no such field there. By default, it is checked.
• Contact Phone Required: If “checked”, then the agent will be required to provide ‘phone’ when creating a new ‘Contact’ otherwise, there will be no need to provide ‘phone number’.
• Contact Phone Show On Form: If “checked”, then this field will appear on the form otherwise, there will be no such field there. By default, it is checked.
• Contact Email Required: If “checked”, then the agent will be required to provide Email Id when creating a new ‘Contact’ otherwise, there will be no need to provide Email.
• Contact Email Show On Form: If “checked”, then this field will appear on the form otherwise, there will be no such field there. By default, it is checked.
• Lead Phone Required: If “checked”, then the agent will be required to provide ‘phone’ when creating a new ‘Lead’ otherwise, there will be no need to provide ‘phone number’.
• Lead Phone Show On Form: If “checked”, then this field will appear on the form otherwise, there will be no such field there. By default, it is checked.
• Lead Email Required: If “checked”, then the agent will be required to provide Email Id when creating a new ‘Lead’ otherwise, there will be no need to provide Email.
• Lead Email Show On Form: If “checked”, then this field will appear on the form otherwise, there will be no such field there. By default, it is checked.
• Lead Company Required: If “checked”, then the agent will be required to provide company name when creating a new ‘Lead’ otherwise, there will be no need to provide one.
• Lead Company Show On Form: If “checked”, then this field will appear on the form otherwise, there will be no such field there. By default, it is checked.

Entity Settings

This part of the integration settings allow users to add an entity (such as opportunity, task, etc.) other than default entities which are Account, Contact and Lead. By adding an entity, users will be able to search corresponding records or create a new one, plus tag chat or sms and see details in a similar way as for default entities.

Steps to configure these settings:

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:

Custom Export Fields

This part of integration settings enables the user to add more fields, which belong to default or custom added entities, to the record creation form either as a constant variable type or as an input variable type. The constant variable type will push the value of that field set while adding it as export field each time a record is created but will not be visible on the form. On the other hand, input variable type will add the field to the form and let the user enter the value while creating a record. You can make these input variable type fields required for any new records that your agents create to push to CRM.

Steps to configure these settings:

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. This list includes three default entities and the one or more entities added by the agent in the Salesforce CRM entity settings section.
• Variable Type: This allows setting the variable type for the field. There are three options:
1. Alive5 Custom 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.
2. Constant: A constant variable type allows setting the value for the field while adding the export field. Each time a record is created the same constant value is pushed. And therefore, this field will not be visible on the form.
3. Input Field: An input variable type allows setting the value for the field while creating a record unlike constant variable type. This field will appear on the form where the user can provide the value each time a record is created.
• Input Field Type: After selecting the variable type, the user has to select the data type for the field from the available options. These are the seven different types:

Custom Export Fields – Alive5 Custom Variable

An additional field labeled as “value” appears on the form after selecting entity type, field name and “alive5 custom variable” variable type with input field type as ‘textbox’. It will be a dropdown list of available values/options.

Note:

1. “Field Name” while adding the export field should be the same as that in the Salesforce.

1. Values against these variables can be passed either through script or URL that is used to initiate a chat. The name of the custom variable in the script or URL should be the same as selected from the dropdown list.

Run the above script and initiate a chat. Once the chat has ended, go to alive5 and click the button “Connect with Salesforce” and go to the “Leads” tab.

Create a new lead by providing ‘first name’, ‘last name’ and clicking the ‘Save Lead’ button.

Custom Export Fields – Constant Variable Type

Further fields are added on the form after selecting entity type, field name and “constant” variable type. Field with a label as “value” is added for each input field type except for lookup for which “related entity” and “lookup” fields are added to the form.

1. Checkbox input field type:


2. Currency input field type:


3. Textbox input field type:


4. Date input field type:


5. Lookup input field type:



6. Picklist input field type:


7. Picklist(Multi-Select) input field type:

Custom Export Fields – Input Variable Type

Additional fields appear on the form after selecting entity type, field name and “input” variable type. Fields with following labels: “input field label” and “required”, are added for each input field type. Other changes includes following:

1. In case of currency and textbox, a field labeled as “max length” is added to the form. User has to provide a numeric value in this field so that input provided by the user while creating a record can be restricted to that particular length.

2. For date type a checkbox is added to the form with a label “use current date time”. If checked, the current date appears in the date field on record creation form otherwise “mm/dd/yyyy” appears.

3. In case of lookup, “related entity” and “use lookup optional fields” fields are added to the form.


Furthermore, if checkbox “use lookup optional fields” is checked, form looks like this:


4. Checkbox input field type:


5. Currency input field type:


6. Textbox input field type:


7. Date input field type:


8. Lookup input field type:


9. Picklist input field type:


10. Picklist(Multi-Select) input field type:

Drag and Drop Feature for Custom Export Fields

The order in which input type export fields appear on the form can be altered by using drag and drop feature.

icon can be used to drag the target field and drop it to the desired location. Hold the icon and move it upward or downward, then releasing the mouse at the location where that field needs to be on the form.

According to the above example, input type fields will appear in alphabetical order on the form. It should be noted that constant type fields are not added to the record creation form as fields, so their location in the custom export fields settings does not affect the order of input type fields. Form will appear as shown below

Custom Search Fields

By default, an agent can search for a specific record against the “name”, “email” & “phone no”. This section allows you to add custom search fields according to the requirements. Add a field against 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 configure these settings:

Click on the

image button as shown below

A new form will appear as shown below

• Field Label: Provide the Field Label. This label appears in the search results.
• Field Name: Provide the field name. It should be the same as in the CRM.
• Entity Type: Select desired entity from the dropdown list on which search criteria needs to be applied.
• Search Type: This refers to the data type of the field added in the form. Select the corresponding data type from the dropdown list.

• Add Filter Value: This enables the user to apply a filter. It will help fetch only those records that match the filter value.

If the “add filter value” checkbox is marked as “checked”, a field with label “value” will appear on the form requiring the user to provide the filter value.



However, in case of search type “lookup” fields labeled as “related entity name” and “value” will be added and the form will appear like this:

Custom Search Fields – “Add Filter Value” as “Unchecked”

Adding a search field without applying filters will help the agent to fetch records using value from the field (added as search field) as the search value. For instance, adding a currency type “annual revenue” field for entity Account will enable the user to search records on the basis of annual revenue. If user types 2000 in the search input field, all records from the entity Account where annual revenue is 2000 will be fetched.

Custom Search Fields – “Add Filter Value” as “Checked”

Adding a search field with “add filter value” as checked will help the agent to fetch only those records which meet the filter criteria. In this scenario, users can use any value belonging to any field as a search value. This feature is meant to limit the records fetched. For instance, adding a currency type “annual revenue” field for entity Account with 2000 as the filter value will fetch only those records whose annual revenue is 2000.

Result of searching records using “Alan” as the search value without applying filter:

Result of searching records using “Alan” as the search value when filter value of 2000 as annual revenue is applied:

Drag and Drop Feature for Custom Search Fields

The order in which search fields appear on the search form can be altered by using drag and drop feature.

icon can be used to drag the target field and drop it to the desired location. Hold the icon and move it upward or downward, then releasing the mouse at the location where that field needs to be on the form.

According to the above example, a field labeled “Revenue” will appear first, then followed by “Site” on the form. Search form will appear as shown below

Altering the positions of the fields like this

will yield following output

Custom Detail Fields

The purpose of custom detail fields is to show the detailed information of the records other than default detail fields for each entity which are as following:

• Account - account name and phone
• Contact - first name, last name, email, phone and account
• Lead - first name, last name, company, email and phone

Steps to configure these settings:

Click on the

image button as shown below

A new form will appear as shown below.

• Field Label: Provide the Field Label. This label appears in the detail view window.
• Field Name: Provide the field name. It should be the same as in the CRM.
• Entity Type: Select desired entity from the dropdown list for which detail field needs to be added.
• Field Type: This refers to the data type of the field added in the form. Select the corresponding data type from the dropdown list.

• Add Filter Value: This enables the user to apply a filter. It will help fetch only those records that match the filter value.By clicking the Details Icon, the “detail view” window will appear and show information against each default as well as a custom added detail field for records fetched for that particular entity (for which detail fields are added).

If the “add filter value” checkbox is marked as “checked”, a field with label “value” will appear on the form requiring the user to provide the filter value.



However, in case of search type “lookup” fields labeled as “related entity name” and “value” will be added and the form will appear like this:



Detailed information can be seen by clicking the detail icon  under the Action column at the end of the search results. You can add as many detail fields as needed.

Custom Detail Fields – “Add Filter Value” as “Unchecked”

Adding a detail field without applying filters will help agents to view detail regarding that particular field in the detail view. Additionally, just like a custom search field, users can also search a record on the basis of a value that belongs to the detail field added to the form. For instance, adding a currency type “annual revenue” field for entity Account will enable the user to see the value of annual revenue against each record that is fetched in its respective detail view.

It will also enable the user to search records using annual revenue value. The figure below shows two records fetched where annual revenue value equal to 50000000 is used as a search term.

Custom Detail Fields – “Add Filter Value” as “Checked”

Adding a detail field with “add filter value” as checked will help the agent to fetch only those records which meet the filter criteria. In this scenario, the user can use any value belonging to any field as a search value. This feature is meant to limit the records fetched. For instance, adding a currency type “annual revenue” field for entity Account with 2000 as the filter value will fetch only those records whose annual revenue is 2000.

Result of searching records using “Alan” as the search value without applying filter:

Result of searching records using “Alan” as the search value when filter value of 2000 as annual revenue is applied:

Drag and Drop Feature for Custom Detail Fields

The order in which detail fields appear on the detail view form can be altered by using drag and drop feature.

icon can be used to drag the target field and drop it to the desired location. Hold the icon and move it upward or downward, then releasing the mouse at the location where that field needs to be on the form.

According to the above example, a field labeled “Revenue” will appear first, then followed by “Industry” and “Site” on the detail view form. It will appear as shown below

Backend Fields

This part of integration settings enables the user to add backend fields which belong to default or custom added entities either as a constant variable type or as an input variable type. Back End Fields allow the user to push data for specific fields to your Salesforce CRM automatically whenever a chat transcript ends, an SMS is pushed, or a new Entity is created. The constant variable type will push the value of that field set while adding it as a backend field. On the other hand, input variable type will add the field to the form and let the user enter the value while creating a record or tagging a chat or SMS.

Steps to configure these settings:

Click on the

image button as shown below

A new form will appear:

• 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. This list includes three default entities and the one or more entities added by the agent in the Salesforce CRM entity settings section.
• Variable Type: This allows setting the variable type for the field. There are two options:
1. Constant: A constant variable type allows setting the value for the field while adding the backend field. Each time a record is created or tagged the same constant value is pushed. And therefore, this field will not be visible on the form.
2. Input Field: An input variable type allows setting the value for the field while creating or tagging a record unlike constant variable type. This field will appear on the form where the user can provide the value.
• Field Type: After selecting the variable type, the user has to select the data type for the field from the available options. These are the seven different types:

• Overwrite Existing Record: Backend fields will overwrite anything previously entered in these fields if the checkbox labeled as “overwrite existing record” is marked as checked.

Backend Fields – Constant Variable Type

Further fields are added on the form after selecting field name, entity type, “constant” variable type and field type. Field with a label as “field value” is added for each input field type except for lookup for which “entity” and “lookup” fields are added to the form.

1. Checkbox input field type:


2. Currency input field type:


3. Textbox input field type:


4. Date input field type:


5. Lookup input field type:



6. Picklist input field type:


7. Picklist(Multi-Select) input field type:

Backend Fields – Input Variable Type

Additional fields labeled as “field label” appear on the form after selecting field name, entity type, “input” variable type and field type.

However, in case of lookup, “entity” and “use lookup optional fields” fields are added to the form.

Furthermore, if checkbox “use lookup optional fields” is checked, form looks like this:

Following window with backend fields will appear after adding backend fields as input variable type:

Drag and Drop Feature for Backend Fields

The order in which fields appear on the backend fields form can be altered by using drag and drop feature.

icon can be used to drag the target field and drop it to the desired location. Hold the icon and move it upward or downward, then releasing the mouse at the location where that field needs to be on the form.

According to the above example, a field labeled “AnnualRevenue” will appear at the top, then followed by “Site” and “Industry” on the backend fields form. It should be noted that constant type fields are not added to the backend fields form, so their location in the backend fields settings does not affect the order of input type backend fields. These fields will appear in the order as shown below

Pushing SMS / Chats

A SMS / Chat is automatically pushed whenever a new record is created. Additionally, to manually push SMS / Chat, go to the SMS or chat section, click the info tab and then, click Connect with Salesforce button. A popup window will appear as shown below.

After searching a record, a tag icon

appears under the Action column beside each search result which can be used to tag a chat/SMS. 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). However, in case of a Live Chat, you must have to end the chat in order to push the chat to the Salesforce CRM.