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How to Integrate Salesforce CRM With ProProfs Live Chat

 

ProProfs Live Chat and Salesforce CRM integration empower the sales and the support teams to move the relevant information collected during the live chat sessions directly to the Salesforce CRM. It further enables the automatic creation of new leads and contacts as soon as you begin a live chat.

 

Chat transcripts along with the other details collected via ProProfs Live Chat are added to Salesforce to support sales leads for future reference. ProProfs Live Chat and Salesforce together provide enhanced customer interaction, support functions, and real-time analysis.

 

 

Benefits of Salesforce & Live Chat Integration:

  • Know Customers Inside-Out.
  • Identify Upsell & Cross-Sell Opportunities.
  • Central Repository to Track Journey.

 

Before you start with the integration process, make sure that your Salesforce dashboard is in the Classic view. Here's how you can do that:

 

Step1. On your Salesforce dashboard, go to your profile at the top right corner and click Switch to Salesforce Classic, as shown in the screenshot below.

 

Salesforce dashboard

 

Follow these simple steps mentioned below to integrate ProProfs Live Chat with Salesforce.

 

Step 1: Click Setup on the top right-hand side of the Salesforce page

 

setup


Step 2: On the left side menu, go to BuildCustomiseLeadFields.

 

Customize

 

Step 3: Create a new field with data type Text Area (Long).

 

Text area  

 

Step 3.1: Name the field "Chat Transcript" in the Field Label box. Then, click Next.

 

Field label

 

Step 3.2: Set the field level security and click Next.

 

field security

 

Step 3.3: Click Save.

 

Field label

 

Step 4: Now go to User→My Settings.

 

Go to User and click on My Settings

 

Step 4.1: Go to PersonalReset my Security Token and click Reset Security Token.

 

Reset security token

 

Step 5: You'll get an email with the Security Token.

 

Security token

 

Step 6: Log in to ProProfs Live Chat, then go to SettingsIntegration and enable Salesforce.

 

Salesforce

 

Step 7: Click Manage and enter your User ID, Password, and Security Token. Finally, save.

 

Salesforce

 

Step 8: After integration, whenever a lead is generated, the user details will be available in the Salesforce.

 

Salesforce