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updatedAt: 2026-04-03T07:25:23.000Z
agentTools:
projectIndex: https://developers.alcmeon.com/llms.txt
---
# 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.
> **Functional documentation** For a functional overview of the connector and operating modes, see the Salesforce Connector page on our Help Center.
### 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 supports `PersonAccount` 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](salesforce-custom-object-reference) `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](sf-working-with-your-salesforce-organization).
### 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](sf-functional-overview#user-profile-matching-to-salesforce-contact) the customer to a Salesforce `Contact`.
> **Note**: this process may create `alcmeon_Conversation__c` objects in Salesforce with a `Closed` 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](https://developers.alcmeon.com/docs/sf-functional-overview#user-profile-matching-to-salesforce-contact), the connector may create multiple `alcmeon_Conversation__c` objects in Salesforce, one for each previous conversations: only the last `alcmeon__Conversation__c` object has as status set to `Opened`while the previous ones have a `Closed`state.
## Updates From Salesforce to Alcméon
Alcméon is notified when:
* A new `Contact` (or `PersonAccount`) 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](sf-functional-overview#360-view-of-user-interactions) 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](salesforce-custom-object-reference) 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](sf-configuration-alcmeon#salesforce-contacts-search-and-user-profile) 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 only available for organizations connected to a **single Alcméon environment**, and is supported exclusively on **WhatsApp** and **KakaoTalk** channels.
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.
> Note: This switch is unidirectional, i.e. from engagement mode to conversation mode only. Once a Case is linked to a conversation, it takes priority over the engagement feature and cannot revert to engagement mode. To initiate a new engagement with the recipient, a new Case must be created.