Follow the steps below to import chat data from Salesforce to the Ultimate Dashboard:

  1. Decide if there's any personal identifiable information (PII) that needs to be sanitized.
  2. In the Ultimate Dashboard, configure relevant content entities to ensure the PII data will be sanitized. Learn more.
  3. In Salesforce, complete steps 1 to 3 in Connecting your bot to Salesforce to create a bot user

  4. Extend sharing rules for chat transcript on Salesforce to include the bot user in Setup > Security > Chat Transcript Sharing Rules in Salesforce

  5. Obtain chat API endpoint in Salesforce 
    • Go to Service setup > Channels > Chat > Chat Setting 
    • Save this info for the next step
  6. In the Ultimate Dashboard, go to Settings > CRM integration, and select Salesforce from the dropdown.
  7. Follow steps 8 and 9 in Connecting your bot to Salesforce to proceed with user authentication and configure integration parameters

  8. Start importing by clicking Import Conversations and select your preferred timeframe and benchmark model 

  9. Click Import

All conversations available in the defined time range will be imported and sanitized based on content entities set.

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