Integrating Salesforce and Terminus Chat Experiences

Overview

Installing the Salesforce package for Terminus Chat Experiences will allow Chat users to see data related to their chat interactions inside of Salesforce, and also leverage their Salesforce data inside of the Chat Experiences interface. 

This article will review the steps that Terminus Chat Experiences customers will need to follow in order to install and configure the Terminus Chat Package in Salesforce, and inside Terminus. 

Note: A Salesforce Admin will likely need to complete these installation steps.

Covered in this article:

• Installing the Terminus Chat Package (Ramble) in Salesforce
• Compact Layouts + Implementing Custom Fields
• Applying Event Compact Layouts to Packages 
• Connecting Salesforce to Terminus Chat
• Terminus Chat Managed Package Reference List

Installing the Terminus Chat Package (Ramble) in Salesforce

In April of 2020, Terminus acquired account-based chat solution, Ramble. Terminus customers should note that, at this time, the Salesforce package for Chat Experiences is still called "Ramble."

To install the Ramble package inside your instance of Salesforce, follow these steps:

• If you want to test the package in a Sandbox environment first, start by logging into your Salesforce sandbox account, or create a Salesforce developer account here.

• Once inside Salesforce, you can install the Terminus Chat package using this link:

  • https://login.salesforce.com/packaging/installPackage.apexp?p0=04t4T000001dNzz

• When installing, be sure to select the "Install For All Users" option:

After following the above directions, your Terminus Chat package should be successfully installed!

After clicking "Done," you be redirected to your installed packages tab, and you should see "Ramble" listed. If you ever need to access this from the main screen, navigate to:

• Setup > Apps > Packaging/Installed Packages > Ramble

The uninstall option on this page provides a simple way to remove the package from your Salesforce instance if you choose to at a later time.

Compact Layouts + Implementing Custom Fields

With the Terminus Chat package installed, users can create their own Compact Layout with Custom Fields in Salesforce. A Compact Layout determines which fields are displayed in the details section when you expand an activity in the Activity Timeline. Changing the Compact Layout will impact the fields that show up in the highlighted areas (see image below) in Tasks, Task lists, and everywhere else the compact layout is used. 

To create a new Compact Layout with the Ramble package data, follow these steps:

• Navigate to Setup > Object Manager > Find & click on Task
• Select Compact Layouts
• Click the "New" in the upper-left corner to create a new Compact Layout

• Give the layout a name (ex: Terminus Chat)
• Select the package fields that you want displayed on the layout, and then hit "Save."

Once your settings have been saved, your new compact layout can be applied to customize your tasks, task lists, and your activity timeline. After saving, click on the compact layouts on the left-hand side of the screen to bring you back to the compact layouts for your event tab, you will see that you now have access to the Ramble Chat Compact Layout. To utilize your new compact layout:

• Click Compact Layout Assignment within the desired Label
• Edit Assignment
• Switch Primary Compact Layout to Ramble Chat & Save

Once these changes have been applied, you should notice that your Primary Compact Layout has changed to your new custom compact layout.

Applying Event Compact Layouts to Packages

Once your Terminus package has been installed, and your custom layout has been created, you can also apply the new compact layout design to change the Event compact layout. To set this up, follow these steps:

• Navigate to: Setup > Object Manager > Event > Compact Layouts
• Click the Ramble Event Compact Layout under Label

• Edit Assignment
• Switch your Primary Compact Layout from "System Default" to "Ramble Event Compact Layout"
• Save

After saving, click on "Compact Layouts" on the left-hand side navigation to get back to the compact layouts for your event tab, you will see that you now have switched your Primary Event Compact Layout from the System Default to your customized Ramble Event Compact Layout.

Connecting Salesforce to Terminus Chat

Connecting your Salesforce instance to Terminus Chat will enhance your ability to manage helpful chat data, such as: 

1. Pass Chat Activity into Salesforce from Terminus Chat
2. Create New Leads, Contacts, Tasks, and Cases from Terminus Chat
3. Update the Visitor Info Panel in Chat Views with a Salesforce section, so chat users can easily see additional details about your accounts with data pulled from Salesforce.

To connect Salesforce to your Chat instance, follow these steps:

• Navigate to the Administration settings section in Chat Experiences, and select the Team you want to manage (if you have multiple Teams):

• Go to the Integrations section

• Select the Setup button on the Salesforce integration icon:

 

Follow the OAuth steps to connect Salesforce:

 

 

Legacy Lead Process (Non-Playbook Users)

Within the Salesforce integration settings, Chat Administrators can also choose to automatically create chat visitors as either Leads or Contacts in Salesforce. If this setting is turned on, a generic Lead/Contact owner from your Salesforce instance will need to be assigned to any new records created from your chat conversations. If you elect not to use this feature, your team will be able to manually generate Leads or Contacts in their Terminus Chat portal, from the Info panel.

 

If you do choose to enable this setting, you can also make the following determinations:

• Type: You create chat visitors as either Leads or Contacts.
• Missed Chats: You can elect to send all missed and/or all answered chats to Salesforce.
• Lead/Contact Owner: Set the lead/contact owner to a Salesforce User.
• Campaign:  We advise using a Campaign that allows you to understand either your different chat experiences (e.g. Website Homepage, Website Product Pages) or potentially a Chat-specific campaign.

Custom Data Mapping (All Users)

Your Terminus Chat package installation has already mapped common fields between Salesforce and Chat.  Attempting to Map these fields will result in an error.

• First Name
• Last Name
• Lead / Contact Owner
• Company
• Email
• Website
• Phone

Terminus Chat also provides the ability for administrators to define the data parameters that are passed to Salesforce when a lead or contact is generated:

• Begin by selecting the data type you want to send to Salesforce. You can select a UTM Variable, a Value, or a Data Ask/Element.

In the next field, you will then input the name of the variable or the exact value you want to pass. 

• For UTM Variables: This should be the name of the UTM variable that you want to pass (they are case-sensitive).
• For Value: This is a static value that you will pass into the selected field for all chats.
• For Data Asks / Elements: A dropdown list will appear for you to select the Data Ask/Element that you would like to pass.

Next, select the Salesforce object you want to map the information to. Finally, provide the Salesforce field name (API Name).

ABM Chat Routing

ABM Chat Routing, when configured, will route the chat directly to the account owner when a matching account has been identified in your Salesforce instance and the respective owner is a Terminus Chat user. 

The default ABM Routing field is Account Owner; however, you can customize which field Terminus Chat should reference for ABM Routing. 

To do so, select the Object to reference in “ABM Lookup Object.” Terminus Chat can reference the Account, Lead, or Contact object for ABM Routing.

Next, input the API Name of the ABM Routing Field. This field must be a user field type.

Salesforce User Filtering

The "Salesforce User Filtering" section allows Administrators to omit names from the "User" options from Salesforce. For example, if you have System Admins, or a Revenue or Sales Operations team who will not have access to Terminus Chat, you can omit them from the available Users list. You can also include specific user types or groups in Salesforce, versus creating large exclusion lists.  For more information on Salesforce users in Chat, please see this article.

You are also able to map your Terminus Chat users to their respective Salesforce User IDs. This is valuable if, for some reason, the email addresses for your user accounts do not match.

Once these settings have been configured, your Terminus Chat and Salesforce instances should be properly connected and ready to utilize.

Finally, once you configure auto-push to create Leads or Contacts, if an existing Contact or Lead is identified (based on matching email address), Terminus Chat will append the Chat Activity to the existing record rather than creating a new, duplicate record. 

Terminus Chat Managed Package Reference List

The following components are added to your Salesforce instance during Terminus Chat installation:

• Ramble Chat Type (Custom Field)
• Ramble Chat URL (Custom Field)
• RambleSaveLeadIgnoreDuplicate (Apex Class)
• RambleTest (Apex Class)
• Ramble Event Compact Layout (Compact Layout)

List of Affected Salesforce Objects

Read/Search

When enabled, the integration has the ability to read the following objects when pushing Chat data in Salesforce:

• Leads (ID, Name, Company, Email, Website, Phone, OwnerID)
• Contacts (ID, Name, Email, Phone, OwnerID)
• Campaigns (ID, Name, Type, Status, StartDate, EndDate, OwnerID)
• Accounts (ID, Name, Website, Phone, OwnerID)
• Salesforce Users (ID, Name)
• Organization Information (ID and Name)

Create

When enabled, the integration has the ability to create data for the following objects when pushing chat data to Salesforce:

• Leads (FirstName, LastName, Company, Email, Phone, Website, OwnerID)
• Contacts (FirstName, LastName, Email, Phone, AccountID, OwnerID)
• CampaignMember (CampaignID, ContactID)
• Events (StartDateTime, EndDateTime, Subject, OwnerID, Location, Description, WhoID, Ramble_Chat_Type__c, Ramble_Chat_URL__c)
• Task (WhoID (ContactID/LeadID), Subject, Description, Priority, ActivityDate, Status="Not Started")
• Case (ContactID, Subject, Description, Priority, Status="new", Origin="chat")

Update

When enabled, the integration has the ability to update data for the following objects when pushing chat data to Salesforce:

• Leads (OwnerID)
• Contacts (OwnerID)