Salesforce

Updated by Jenny Young

Overview 

The Signals - Salesforce integration allows for timely and automated information transfers between the two systems. The graphic below depicts the flow of information between the two tools.

You'll notice that while Signals pushes any and all relevant information to Salesforce related to companies, contacts, or events, we'll only pull information from Account or Lead records that is absolutely necessary to ensure appropriate segmenting and routing.

Below, you can see what happens with the information once it has been passed from Signals to Salesforce, or vice versa:

Setting Up the Salesforce Integration 

The integration with Salesforce is easy to set up. To set up the integration, simply follow these steps: 

  1. Access your Signals account 
  2. Toward the bottom of the page, select the Settings cog 
  3. Underneath Org Settings toward the left of the page, select “Integrations” 
  4. Toward the middle of the screen, select “Salesforce” 

Criteria

  1. In the next menu, configure the settings according to your needs.  First, click the dropdown under the “Criteria” setting to set up the minimum requirements that web visitors must meet for the integration to send them to Salesforce.  This specifies the minimum lead score a chat visitor needs to have the integration send the web visitor to Salesforce as a lead. For more information on setting lead scores, you can visit this support page.

Below you can find the different options in this dropdown: 

  • All: This will send each chat visitor to Salesforce as a lead 
  • One Star: This will send contacts who have at least one star as a Lead Score to Salesforce through the integration. 
  • Two Stars: This will send contacts who have at least two stars. 
  • Three Stars: This will send every contact to Salesforce who has a lead score of at least three stars. 

Synchronized Settings

  1. In the next dropdown, select the Synchronization Delay, which is the amount of time that passes from when the web visitor becomes qualified as a lead and when the web visitor is actually sent to Salesforce as a lead. 

Event Settings

  1. (Optional) In the Event Settings section, select which Signals activities you would also like to send to Salesforce with the integration.   

If you select one of these options, the integration will connect the activity to the Salesforce record as a Salesforce task.

 Campaign Management

  1. (Optional) In the Campaign Management section, select which campaign, if any, you would like new leads to be a part of.

Note: Only web visitors that are sent as new Leads will be assigned to the campaign you choose; if a record is updated in Salesforce based on the web visitor’s information, that record will not be added to the campaign. 

Note: You can only select one campaign here.  Any web visitor who qualifies you meets the minimum criteria will be sent to the campaign you choose. 

Lead Owner

  1. Configure the Lead Owner section.  This section determines who the integration will assign as the Lead Owner in Salesforce when the integration creates a new Lead in Salesforce.

You have three options in this section: 

  • User who scheduled a meeting: The new Lead owner will be the user whose calendar the web visitor booked a meeting. 
  • User who was last routed: The new Lead owner will be the user who was last routed into the conversation with the web visitor. 
  • User who closed the conversation:  The new Lead owner will be the user who closed the conversation with the web visitor.  

The integration will assign the new Lead owner based on any option you select here, with the higher-ranking selection taking priority when deciding the Lead Owner.  For example, suppose you had all three of these options selected in this menu.  If a web visitor scheduled a meeting on Sally’s calendar; Bob was the agent last routed into the conversation, and Jill was the chat agent who closed the conversation, then the integration will assign Sally as the new Lead owner in Salesforce. 

Field Mapping

  1. Configure the Field Mapping sections.  There are three tabs: Leads, Contacts, and Accounts. Configuring and mapping these fields will determine which fields in Signals will populate your desired Salesforce fields for the record.

For example, in the screenshot above, we’ve configured the Signals “First Name” contact field to populate the Salesforce “First Name” field for the record that the integration sends to Salesforce. 

In the Field Mapping section, you have the option to overwrite any field that the integration sends to Salesforce: 

Selecting this affects when a web visitor meets the minimum criteria for the integration and their email address is already saved in Salesforce as a Lead.  If a web visitor inputs an email address that is already saved as the email field for one of your Salesforce Leads, the integration will update the fields in Salesforce that you have set to overwrite with the information provided from Signals. 

Note: This option only updates information for Leads.  For example, if a Salesforce Contact has an email address that one of your web visitors inputs, the integration will not update this Salesforce Contact 

Note: This option only looks at the Email for Salesforce Leads when deciding whether or not to overwrite fields.  For example, if you have a Salesforce Lead named “John Doe”, if another web visitor named “John Doe” qualifies for the integration, they will be sent as a new Lead in Salesforce if they have input a different email field. 

You can remove any field mappings you’ve created by simply pressing the “x” next to the field in the mapping: 

And you can add a new mapping field by selecting the “Add Field” option at the bottom of the page.  

Once you have selected the “Add Field” option, simply select which Signals field will map to which Salesforce field by selecting the corresponding dropdown menus: 

When you’re finished configuring your settings, don’t forget to select “Save” at the top of the screen.

User Mapping

  1. User mapping is similar to field mapping but here you will map Signals users to their corresponding Salesforce users.

Account Ownership Rules

You can manage your account ownership Rules for Salesforce and HubSpot. These rules can designate different owners from your CRM account by looking up accounts in the specified segment and mapping the CRM user field to the account owner.

To create a new account ownership rule:

  • Go to the Ownership Tab
  • Select "ADD SEGMENT RULE"
  • Select a Segment from the drop-down menu. If you do not have company segments created you will need to do that first. Learn more about creating a company segment here.
  • Select the Use Owner field from the drop-down (This will match the fields you have listed in your CRM).
    • You can have up to two fields. Click "ADD ANOTHER FIELD" and select a "then by" owner. This will work as a fallback in the case that there is no match for the first designated field.
  • Select a Fallback Routing rule. This will be a specific Signals user who will be assigned as the Account Owner in the case that the Account Owner in your CRM is not a Signals user.
  • Lastly, select Fallback criteria in the case that a company does not match the specified segments that you set up in step 2.

Turn on your Salesforce Integration

  1. Lastly, when you’re ready to turn your Salesforce integration on, simply select the “Integration On” switch at the top of the page so that the switch is toggled on 
  2. And if you ever want to disable the Salesforce integration, simply click on this option so that the switch is toggled off.

Manually Sync a Contact to Salesforce 

You also have the option to manually connect a web visitor’s information to Salesforce.  This is helpful when your bot is not configured to capture the web visitor as a Lead but when reviewing their chat transcript, you see that they are a good lead you want to capture in Salesforce. 

To manually link a web visitor’s information to Salesforce, you can follow these steps: 

  1. Access your account 
  2. Toward the top-left portion of the screen, select the Chat tab 
  3. Find the chat with the web visitor information you want to connect to Salesforce 
  4. Under Conversation details, under the Contact Info card, click the Salesforce Icon to sync

Selecting this option will transfer the information from the web visitor in this chat to Salesforce according to the settings you established in the Integrations menu. 

Note: Manually syncing a web visitor like this will not create Salesforce Tasks with the chat transcript or meetings booked. 

Note: Manually syncing a web visitor like this ignores any minimum criteria you have set in the Integrations menu. 

Troubleshooting Tips 

If your Salesforce integration did not send a web visitor’s information to Salesforce, check the following in your troubleshooting: 

  • Conversation Closed: Ensure that the conversation is closed.  The automated Salesforce integration will not send a web visitor’s information to Salesforce until the conversation closes. 
  • Minimum Criteria Met: Ensure that the web visitor meets the minimum criteria in terms of their Lead Score.  The automated Salesforce integration will not send a web visitor’s information to Salesforce if they do not have the required Lead Score. 
  • Synchronization Delay: Ensure that the amount of time specified in your Synchronization Delay settings has passed after the conversation was closed.  
  • Integration On: Ensure that your Salesforce integration is turned on if you are expecting the integration to send web visitors’ information to Salesforce.  

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