Syncing 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 the 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.

Pushing historical data into Salesforce Activity Feed

Channeled will automatically log new Slack conversations into Salesforce after you’ve connected Salesforce with an 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.

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.

Getting Started

Channels

Conversations

Broadcasts

Workflows

Integrations

Workspace Administration

Authentication

Connecting Salesforce

Mapping

Mapping Salesforce Accounts with Slack channels

Pushing historical data into Salesforce Activity Feed

Syncing metrics

Definitions

Configuration

Automating Slack channel creation from Salesforce

Overview

Installation

Updating page layouts in Lightning

Updating page layouts in Classic

Set onboarding defaults

​Authentication

​Connecting Salesforce

​Mapping

​Mapping Salesforce Accounts with Slack channels

​Pushing historical data into Salesforce Activity Feed

​Syncing metrics

​Definitions

​Configuration

​Automating Slack channel creation from Salesforce

​Overview

​Installation

​Updating page layouts in Lightning

​Updating page layouts in Classic

​Set onboarding defaults

Authentication

Connecting Salesforce

Mapping

Mapping Salesforce Accounts with Slack channels

Pushing historical data into Salesforce Activity Feed

Syncing metrics

Definitions

Configuration

Automating Slack channel creation from Salesforce

Overview

Installation

Updating page layouts in Lightning

Updating page layouts in Classic

Set onboarding defaults