Sync channel activity and data with Salesforce
# | Instructions |
---|---|
1 | Go to Integrations in Channel Settings. |
2 | Select Salesforce and login through the Salesforce authentication flow. |
Website
of the Salesforce Account. You can review and update these to make sure connections are set up correctly.
# | Instructions |
---|---|
1 | Go to Integrations in Channel Settings. |
2 | If you haven’t already done so, select Salesforce and login through the Salesforce authentication flow. |
3 | Under Connected CRM , select Sync accounts; then click Sync channels to sync Website and Slack domains for customer channels. |
4 | Channeled will display any new mapped channels, in addition to any missing channels where mappings were not found. |
5 | Update mappings for channels as needed and select Finish and close. |
Automated activity sync
enabled. If you want to push historical Slack threads into Salesforce retroactively, you can do so with a manual sync.
# | Instructions |
---|---|
1 | Go to Channels and select the customer channels to sync historical data into. |
2 | Select the Options button and choose Sync Salesforce . |
3 | Select a timeframe to sync historical Slack activity into Salesforce. |
4 | Confirm the account mappings in Salesforce that each channel’s Slack activity will be synced back into. |
5 | Select Sync Slack activity. |
Metric | Instructions |
---|---|
First response time | For threads created in the last 30 days that have a first response, calculates the first response time in minutes . We recommend syncing this to a number type field in Salesforce. String fields are also accepted. |
Resolution time | For threads marked Completed in the last 30 days, calculates the resolution time in minutes . We recommend syncing this to a number type field in Salesforce. String fields are also accepted. |
Message volume | Volume of new threads created in the last 30 days. We recommend syncing this to a number type field in Salesforce. String fields are also accepted. |
Last message date | Captures the timestamp of the last message from a given customer. We recommend syncing this to a date type field in Salesforce. String fields are also accepted. |
Escalated to support % | Captures the % of threads converted to helpdesk (Zendesk, Intercom, or Freshdesk) tickets. We recommend syncing this to a percentage type field in Salesforce. String and number fields are also accepted. |
Positive sentiment | Captures the % of threads calculated as positive sentiment. We recommend syncing this to a percentage type field in Salesforce. String and number fields are also accepted. |
Negative sentiment | Captures the % of threads calculated as negative sentiment. We recommend syncing this to a percentage type field in Salesforce. String and number fields are also accepted. |
# | Instructions |
---|---|
1 | Go to Integrations in Channel Settings. |
2 | Toggle Sync Slack metrics to Salesforce Account fields |
3 | Map individual fields from the Salesforce Account to each field. Fields may be string , number , percentage , or date fields. |
# | Instructions |
---|---|
1 | Go to Salesforce App in Advanced Channel Settings. |
2 | Select Install Channeled for Salesforce |
3 | Select Install for all users . |
4 | Add the Connect Slack Channel button to a Salesforce Account layout page. |
5 | You can additionally set defaults for channel owners and onboarding messages when configuring in Salesforce App settings. |
# | Instructions |
---|---|
1 | On a Salesforce Account page, select Edit Page under Setup . |
2 | Select the page Highlight Panel . |
3 | Select Add Action |
4 | Under Actions , select Create Slack Channel. |
5 | Save your page layout by selecting Save |
6 | Repeat these steps if you have multiple Account Layouts in Salesforce. |
# | Instructions |
---|---|
1 | In Salesforce Admin Setup, select Account Page Layouts under the Account Object Configuration. |
2 | Click Edit next to the layouts you want to edit. |
3 | Under Mobile and Lightning Actions , select Create Slack Channel |
4 | Click Save or Quick Save to save your page layout. |
# | Instructions |
---|---|
1 | Go to Salesforce App in Advanced Channel Settings. |
2 | Select a default channel owner . This user will automatically be added to the channel. |
3 | Select a default notification channel . This channel will be notified whenever a new customer channel is created through the application flow. |
4 | Update or set a default onboarding message. This message will be posted from the same user who triggered the Salesforce flow (e.g, your AE or CSM). |
5 | Select Save Settings. |