This guide shows you how to get Zendesk Chat integrated with Salesforce’s Customer Relationship Management (CRM) System.
Please note that:
- Salesforce only allows API/integration on production Enterprise plans and up.
- Salesforce integration creates cases and not leads.
1. Log into your Zopim Account Integration page and click on Salesforce.
2. Tick the options you wish to implement. Then click on "Connect with Salesforce".
3. Log in with your Salesforce Username and Password.
4. Verify the account if needed. Check your email for verification code sent by Salesforce.
5. Once verified, you should see this screen for confirmation. Just click on "OK".
6. Ensure that the options you need are enabled. Once you see this screen, it means that your Zopim has been integrated already with Salesforce.
[Totally optional] This feature works best when your visitors leave their email addresses. We suggest enabling the Pre-Chat Form by logging into the Dashboard > Widget > Forms. You can also make it compulsory for visitors to leave their email addresses. You can also key in / edit the email address manually every time you create a case.
You can then perform some test chats to see if cases are being created.
Once the customer submits the form, your chat operators can attend to them as per normal. The magic comes after they leave the site. Your agent will be able to create a Salesforce case for this customer, simply by clicking on the link that appears.
After clicking on the link, you have the option of editing the data, before a case is created on Salesforce. Once you’re done editing, click on “Create Case”.
This immediately creates a case on Salesforce. All vital information from the chat, including the transcript, country, IP address, etc.. are included within the case description. The sales representative attending to the customer would have all these information at his fingertips prior to contacting them.
That’s not all! What’s interesting is that when the customer returns to the site at a later time, Zopim looks up Salesforce, and provides their Salesforce profile to the chat operators attending to him. This is done by looking up their email within Salesforce.
That's it! You should now be able to seamlessly use Salesforce with your Zopim Live Chat.
7 Comments
Can i put sandbox credentials while in step 3 ? Whenever I try to log in with sandbox credentials I get an error invalid username and password.
But when I try to log in through the production, I get logged in
Hi Ruchika,
Are you using a standalone Chat account or do you have a Chat account that's directly integrated with Support? If you're using a standalone Chat account you can only have this integrated with one Support account at a time. Meaning if you have it integrated with your Production account you won't be able to use it with your Sandbox account.
Additionally, if you're using the Integrated Chat account you will not be able to use this integration since each Chat account only has one integration slot. Since you have an account integrated with Support this slot is no longer available and cannot be used with Salesforce.
It sounds like the issue you're running into is with a standalone Chat account since you're able to log in through production.
Hope the above information helps!
Thanks for the response, I have another question. The contact which is created while creating case do not have phone number though we have phone number in the Zendesk System. Is there any way we can pull phone number in Salesforce for that case.
Hello, we are trying to configure the integration configuration between zendesk and salesforce, but once the accounts are connected, we do not see the option anywhere in the link that you comment to create the case.
@Maria Laura Oribe
I'm afraid this feature is limited to customers on a Phase 0 or 1 account (Stand alone Chat) or at a minimum of a Team level for our Chat product. Hope that helps clarify this one!
Hi! None of the images in the article are loading for me, can I get some help with this? Thanks!!
Hey Beatriz,
Thanks for the heads up! I'm going to share this with our documentation team so they can update this article with the images.
Appreciate you bringing this to our attention!
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