Functional overview
What can you do with the Alcméon for Salesforce connector?
Overview
The Alcméon for Salesforce connector is a flexible solution to empower your Customer Support Agents to efficiently manage social media conversations from Alcméon and/or Salesforce. Once installed, this managed package will transparently synchronize conversation data bidirectionally between your Salesforce organization and your Alcméon environment, giving agents a complete view of customer interactions.
⌚ Estimated reading time: 5 minutes
The Alcméon for Salesforce managed package includes:
- A custom object
alcmeon__Conversation__c
representing the conversations from your social media. - A custom field in the Salesforce
Contact
object to link the user to his/her conversations. NB: the Alcméon for Salesforce connector supportsPersonAccount
if enabled. - Apex classes to synchronize these conversations between Alcméon and your Salesforce organization.
- A conversation widget to view and respond to conversations within Salesforce.
- A custom object
alcmeon__Engagement__c
to send individual messages to customers who have provided consent.
Now, let’s explore the key features.
Synchronize Social Media Conversations
Sync Conversations from Alcméon to Salesforce
For every eligible social media conversation in Alcméon, the connector creates a custom object alcmeon__Conversation__c
in your Salesforce organization. Many teams implement automation to create a Case
for each alcmeon__Conversation__c
object synchronized to optimize the Customer Support Agents workflow.
What is an "Eligible" Social Media Conversation?
A conversation is pushed to your Salesforce organization when:
- A message is routed to a specific team in Alcméon.
- Or a Support Agent replies and matches the customer to a Salesforce
Contact
.
Note: this process may create
alcmeon_Conversation__c
objects in Salesforce with aClosed
status. When a social media user contacts a brand for the first time since the account has been connected to Alcméon or when a user is matched, the connector may create multiplealcmeon_Conversation__c
objects in Salesforce, one for each previous conversations: only the lastalcmeon__Conversation__c
object has as status set toOpened
while the previous ones have aClosed
state.
Updates From Salesforce to Alcméon
Alcméon is notified when:
- A new
Contact
(orPersonAccount
) is linked to a conversation, - The conversation is assigned to Alcméon for further processing.
Match User Profiles to Salesforce Contacts
User matching links a social media user to a Salesforce Contact
(or PersonAccount
if enabled). This enables a 360 view of your interactions with this user and syncs all previous conversations to the same Contact
. It can be done either from Alcméon or from Salesforce.
Match Users from Salesforce
Assigning a Contact
to an alcmeon__Conversation__c
object automatically propagates the user matching to Alcméon, ensuring all future conversations are linked.
Match Users from Alcméon
A Salesforce cloud icon appears next to the user's name in the Alcméon inbox:
- A grey cloud icon indicates that no Salesforce
Contact
is linked to the social media user:
Click the icon to search for a matching Contact or create a new one:
Then click on the “bind” icon on the right of a matching Salesforce Contact
to link the Alcméon user profile to the Salesforce user profile.
- A blue cloud icon indicates that a Salesforce
Contact
is already linked to the social media user.
Click on this icon to view the Salesforce profile of the user:
Tip: you can configure in Alcméon to customize:
- Which Salesforce fields are used for searching contacts.
- How search results are displayed.
- What profile details are shown after matching.
You can also create a new Contact
directly in Salesforce if the user is not found: just click on the Create a contact
button.
View a 360° History of Customer Interactions
Prerequisite
A user must be matched to a Salesforce
Contact
for this feature.
View From Alcméon
Agents can view a customer’s Salesforce Tasks
and Events
directly from the Alcméon user profile:
View From Salesforce
Agents can review past social media conversations in Salesforce. For instance, the list of alcmeon__Conversation__c
objects linked to a Contact
can be displayed in the Related List
section of the Contact
record:
Reply to Conversations from Salesforce
Support agents can view and respond to social media conversations directly from Salesforce using an embedded Lightning component:
This Conversation Widget can be:
- Accessed from the packaged
alcmeon__Conversation__c
Record Page. - Or embedded in the
Case
Record Page for a streamlined workflow.
The widget adapts to the agent’s Salesforce language and timezone settings. When replying, an Alcméon administrator
user is created based on the agent’s permissions and email in Salesforce.
Engage with your customers
Prerequisite
This feature is available only for organizations connected to a single Alcméon environment.
Agents can send individual messages to customers who have provided consent, using the Conversation widget within a Case
object:

When a customer responds, the Alcméon widget can even automatically switches from engagement mode to conversation mode, ensuring a smooth workflow for agents.
Updated 22 days ago