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The INSIDE Salesforce module allows a Customer to connect INSIDE to their Salesforce Implementation

How Does It Work?

The following minimum Salesforce version is required to connect with INSIDE:

INSIDE can integrate with Salesforce simply by establishing an API User within Salesforce, and providing the API credentials within INSIDE. The integration can be tailored to retrieve and send data with Salesforce based on each business' configuration; map forms between the services, choosing to send Conversation data, create Cases or Leads, automatically match Website Visitors with Salesforce records, or have your Salesforce Users manage their availability in INSIDE without leaving Salesforce via Omni-Channel. The INSIDE Implementation team’s expertise across Salesforce integrations, the ease-of-setup in INSIDE, and supporting guides/documentation simplify the integration path.

Why do you need to integrate?

  • Take advantage of both systems without requiring additional work for staff to manage two systems.
  • Allow your Salesforce data and reports to grow in value being fed more data from INSIDE.
  • Make Salesforce data accessible to your Support/Service Team using INSIDE.
  • Handle conversations via Salesforce omni-channel - no need to have multiple windows open. Visitor data and chat requests can be accessed from the unified space.
  • Visitor data submitted through INSIDE can feed directly to Salesforce, creating a vast resource to report on and guide the business forward.

When Salesforce is connected with INSIDE:

  • INSIDE Operators can see and add a new Salesforce Cases, Leads and/or Person Accounts/Contacts directly within INSIDE. They can also edit existing Cases or make additional comments on Cases.
  • INSIDE can automatically create Person Accounts/Contacts, Leads and Cases at the start of a Chat or from the Offline Message feature.
  • INSIDE can work in correlation with Salesforce omni-channel by synchronizing Operator availability statuses between omni-channel and INSIDE channel.
  • INSIDE can also route work to Salesforce queues if mapped.

How integration benefits a company’s customer

  • Pairing INSIDE with Salesforce makes all of a Website Visitor's information readily available to the Customer Service team. From a personalized greeting to commence, a conversation regarding a recent order can be resolved efficiently and frustration-free for the Visitor.
  • Integrating the Salesforce Knowledge Base enables the Service Team to respond faster and with confidence, which the visitor will value. This will increase customer satisfaction survey scores and brand affinity.
  • Integration allows for greater quality of continuity of service - from commencing a Conversation in INSIDE, creating a Contact in Salesforce, opening a Case, and following it through to a resolution - while not something a Visitor will be aware of, a more seamless process ensures a more reliable, faster outcome for the Visitor.

Features

  • Configure INSIDE to map to either Salesforce Person Accounts or B2B Contacts
  • Generate Salesforce Person Accounts/Contacts/Cases/Leads automatically from INSIDE Offline Messages
  • Generate Salesforce Person Accounts/Contacts/Leads automatically from INSIDE Pre-Chat Surveys
  • Ability to see an INSIDE Visitor's Cases in Salesforce if the Visitor email contact details in INSIDE match a Person Account/Contact in Salesforce
  • Edit a Salesforce Visitor's Case, Contact, and Account details directly within INSIDE
  • Create a new Salesforce Lead or Case directly within INSIDE
  • Add comments to a Salesforce Visitor's existing Case
  • Customize the Salesforce Case/Lead/Person Account/Contact fields that an Operator can populate and view
  • Direct Links in INSIDE to open Person Accounts/Contacts and Cases directly in Salesforce
  • Search across any Cases regardless of the Visitor, directly in INSIDE
  • Set a Disposition Reason when Closing a Salesforce Case directly in INSIDE
  • Unlink an INSIDE Visitor from a mapped Salesforce Person Account/Contact
  • Link a Visitor to a Salesforce Person Account/Contact using a Lookup Search Tool in INSIDE
  • Save all INSIDE Visitor Conversations (i.e. Chat) to a custom Salesforce Object (InsideConversation)
  • Automatically map a Salesforce User identified by any unique identifier like Salesforce User ID to an INSIDE visitor by passing it via front-end integration from the website HTML
  • Save all INSIDE Post Chat Surveys to a custom Salesforce Object (InsideSurvey) linked to the Conversation Object, Account, Contact or Lead
  • Integrate Salesforce Knowledge Articles to the INSIDE Saved Responses automatically
  • Ability to integrate Salesforce omni-channel and INSIDE channel
  • Ability to route INSIDE work items to Salesforce queues