Integrating your Salesforce CRM directly into Click4Assistance, providing your agents with a 360° view of customer records, allowing access to the full context of all communications.
Salesforce is a cloud-based platform that helps businesses manage their sales and customer relationships. It’s a customer relationship management (CRM) system that helps businesses improve their sales operations and customer service.
With agents dealing with incoming chats, agents now have the ability with just one click to view the Salesforce record directly from the Click4Assistance dashboard. Like a phone-call or email, a chat is another form of correspondence, so when the chat is stored by the agent its automatically added to the timeline in Salesforce.
Track all interactions with every customer, maintaining a constantly connected data flow.
During a chat, view Salesforce lead, contact, account or opportunity records in real time
Create new leads in your Salesforce solution directly from the Click4Assistance dashboard
Automatically attach the full chat transcript to the Salesforce records when the chat ends
How Salesforce integration works
Automatically assigning the chat to an existing Salesforce record
By gathering the visitor's email address on the pre-chat form, Click4Assistance can use this to identify the relevant record in Salesforce. Once identified the chat is automatically associated to the Salesforce record. Click4Assistance can use any type of identifier to associate the record such as account number for example.
Manually assigning the chat to an existing Salesforce record
If you don’t identify the chatter on the pre-chat form or the Salesforce record cannot be found, your agents can manually search and select the relevant Salesforce record from within the Click4Assistanace dashboard.
Create a new Salesforce record and assign to the chat
If the record does not exist in Salesforce, just simply create one and assign the chat!
Once assigned
View the Salesforce record with just one click
Your agents can be asked a variety of questions from existing customers, with just one click they can see all information regarding that customer in Salesforce, enabling your agents to confirm details, review important notes and see a full timeline of all correspondence such as phone-calls, emails, tasks and chats!
Automatically store the full chat transcript against the Salesforce record
Once the chat has ended, and your agent stores it, the Click4Assistance system will automatically store the complete transcript of the chat that took place with the time-line of the Salesforce record.
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Salesforce bespoke integration
Like many CRM systems, Salesforce is designed to be customisble for your business requirements, different entities, fields, look-ups and workflow can be created all tailored to your business.
As a UK development company, Click4Assistance has implemented a number of specific and bespoke types of integrations in the past, if you have specific requirements we welcome a conversation to understand how we can help.
