Syncing Salesforce
Sync channel activity and data with Salesforce
Authentication
Channeled supports integration with Salesforce and Hubspot. Currently, you may only have one CRM connected at a time.Connecting Salesforce
Installing Salesforce requires Salesforce Admin permissions.
| # | Instructions |
|---|---|
| 1 | Go to Integrations in Channel Settings. |
| 2 | Select Salesforce and login through the Salesforce authentication flow. |
Mapping
Mapping Salesforce Accounts with Slack channels
When you connect Salesforce, Channeled matches Slack channel organizations with Salesforce Account records automatically using theWebsite 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. |
Pushing historical data into Salesforce Activity Feed
Channeled will automatically log new Slack conversations into Salesforce after you’ve connected Salesforce with anAutomated 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. |
Syncing metrics
Metrics sync over from Channeled to Salesforce every day at 6 AM PST. To
update the sync time or cadence, please contact the Channeled team.
Definitions
| 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. |
Configuration
Syncing over all metrics is not required; you may sync over selected metrics
if needed.
| # | 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. |
Automating Slack channel creation from Salesforce
If your sales or pre-sales team regularly sets up Slack channels for new customers, you can also standardize the creation and onboarding of new channels through Channeled’s native Salesforce application.Overview
This functionality will:- Place a button on the Salesforce Account page
- When clicked, open a modal in Salesforce for users to optionally assign internal team members, invite contacts, and post onboarding messages.
- Users can set additional automations or templates in Channeled to pre-populate the default values for channel owners and onboarding messages.
Installation
Make sure you have Salesforce admin rights when installing Salesforce, or
invite a Salesforce admin to Channeled to complete the installation steps.
| # | 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. |
Updating page layouts in Lightning
| # | 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. |
Updating page layouts in Classic
| # | 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. |
Set onboarding defaults
Once you’ve installed Channeled for Salesforce, you can set default owners, followers, notifications, and onboarding templates for new channels created through the process.Setting defaults is optional; set only the defaults you need.
| # | 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. |