Salesforce

Integrate ServiceBell with the #1 CRM platform.

ServiceBell integration with Salesforce allows admins to quickly view important information about Salesforce contacts from the dashboard, or create new contacts from visitors within the dashboard.

Installing the Salesforce Integration

To link your Salesforce contacts to ServiceBell visitors, go to the Integrations page in your ServiceBell settings, find the Salesforce card, and click the toggle to enable it. You'll be redirected to Salesforce to authorize the integration. The integration requires a Salesforce edition with the Web Services API feature. For more information view the Salesforce comparison page. The connecting account must have admin access to the Salesforce instance.

Syncing data between Salesforce and ServiceBell

Once connected, all Salesforce Leads, Contacts, Accounts and Opportunities will be synced to your ServiceBell account. As objects change between the two systems, they will automatically be kept in sync in the background, after a short delay.

Data from Salesforce Leads and Contacts whose email matches contacts in ServiceBell will sync into that contact. When a ServiceBell Contact is associated with both a Salesforce Lead and a Salesforce Contact, changes to that contact will be synced up to both the Lead and the Contact. When a new ServiceBell Contact is created (eg. via an agent asking a visitor for their e-mail address) for which there is no equivalent Lead or Contact in Salesforce, a new Lead (but not a Contact) will be created in Salesforce.

Linking ServiceBell visitors to existing Salesforce contacts

Providing ServiceBell with the email address of the visitor will link it to any Salesforce contacts with the same email. You can provide the widget with their email using the Custom User Identities feature. If a match is found, you'll see information about the contact and a link to Salesforce in the sidebar.

Creating new Salesforce contacts

If you either don't have visitor email addresses available on your site, or would like to create Salesforce contacts right from the dashboard, you can click the "Create new contact" button while viewing an active visitor. As soon as you submit the form you will be able to use the link to immediately access Salesforce and add additional information.

Salesforce Call Sync

When a ServiceBell call is completed a call is logged in Salesforce as a "Call" type task. If the call was recorded a link to the recording will be included.

Salesforce influence properties syncing

ServiceBell integrates with Salesforce to synchronize various influence-related properties. These properties capture interactions that a visitor has had with the website or with ServiceBell. The synchronization is fully automated and does not require manual configuration. All properties are automatically created upon connecting Salesforce and ServiceBell. The process ensures that the properties are transmitted to Salesforce within 30 minutes after the visitor finishes their browsing session. The properties collected and transmitted to Salesforce include the following:

Property Name	Object Types	Description
ServiceBell Engagement Status	Contact, Account	Interactions the Contact has had with the website or ServiceBell. Possible options include: Detected, Chat, Video Chat, Audio Chat, User Viewed Session, Inbound Call, Outbound Call, Journey Presented, Journey Engaged, Form Filled, Meeting Booked
ServiceBell Web URLs Visited	Contact, Account	A raw capture of all URLs visited by the Contact, including query strings.
ServiceBell High-Intent URLs Visited	Contact, Account	Names of the high-intent urls visited by the Contact based on a list of high-value pages maintained in ServiceBell.
ServiceBell First Detected	Contact, Account	This field reflects the first date the Contact was detected on the website.
ServiceBell Last Detected	Contact, Account	This field reflects the last date the Contact was detected on the website.
ServiceBell First Engaged	Contact, Account	This field reflects the first date the Contact was engaged on the website through ServiceBell.
ServiceBell Last Engaged	Contact, Account	This field reflects the last date the Contact was engaged on the website through ServiceBell.
ServiceBell Utm Source	Contact, Account	Last detected UTM Campaign .
ServiceBell Utm Medium	Contact, Account	Last detected UTM Medium .
ServiceBell Utm Campaign	Contact, Account	Last detected UTM Campaign .
ServiceBell Utm Term	Contact, Account	Last detected UTM Term .
ServiceBell Utm Content	Contact, Account	Last detected UTM Content .
ServiceBell Number of unique visitors	Company	This is the total number of unique website visitors from the account visiting the site, detected by ServiceBell.

Dialer Support

Once you've integrated Salesforce in your ServiceBell account, you can immediately start using it with the dialer. The dialer will sync all your Salesforce reports and you can use synced reports to call prospects. To create a new report:

1. Log into Salesforce.

2. Navigate to Reports.

3. Choose a Report Type. The report must include contacts or leads and must contain at least an e-mail address or a phone number for each contact or lead row.

4. Add any filters you like.

5. Save the report.

6. Sync with ServiceBell. Once created, the report will sync with ServiceBell within about 15 minutes. Once synced, you'll be able to find the report in ServiceBell under the name you chose in step 5.

To remove prospects from reports once they've been called:

1. Log into Salesforce.

2. Create a new "Record-Triggered" Flow.

3. Choose "Task" as the Object.

4. Pick "A record is created or updated" as the trigger.

5. Choose "Any Condition Is Met (OR)" as the Condition Requirements.

6. Choose the "CallDisposition" field and set the operator to "Does Not Equal" and the value to "{!$GlobalConstant.EmptyString}".

7. In the Flow editor, click the plus button.

8. Pick "Update Records".

9. Give the Flow node a label name.

10. Select "Lead" or "Contact" in the "Object" field, depending on what kinds of reports you make.

11. Select "Id" for the field, "Equals" for the Operator and {!$Record__Prior.WhoId} for the value.

12. In the "Set Field Values for the Contact Records" section, select "Contact_Status__c" (or "Lead_Status__c" if using Leads), and set the value to whatever the lead status is that you want the contact to switch to after the call is logged.

13. Save your flow and activate it.

14. Update your reports to filter out any leads or contacts that are in the state you selected in step 12.