Implementation overview
Overview
There are 3 main topics to consider:
- Synchronizing Alcméon conversations with Salesforce.
- Managing
Case
objects alongside conversations.- Enabling the Alcméon Conversation widget.
Synchronization of conversations to Salesforce
The Alcméon for Salesforce package manages the creation and updating of alcmeon__Conversation__c
custom objects for eligible social media conversations received in Alcméon.
This custom object includes metadata, such as:
- External ID of the conversation
- Status (whether the conversation is closed in Alcméon or still on-going)
- Lookup to a
Contact
(orAccount
inPerson Account
mode) if associated with a known customer - Social media details (username, type, account name, channel, external IDs, timestamps of messages, etc.)
- Alcméon-specific metadata (tags, custom fields, conversation URL, last agent information, etc.).
You can configure in Alcméon in a few clicks how often and what triggers the synchronization of these custom objects to Salesforce based on the workflow of your Customer Support Agents. You may need to create a couple of Salesforce Queues
for team-based routing.
Working with Cases
An effective integration involves creating a Case
for each alcmeon__Conversation__c
object. If you choose this option, there are a couple of additional integration layers to consider implementing in Salesforce:
- Set up Apex triggers to synchronize
Case
andalcmeon__Conversation__c
objects in Salesforce throughout the conversation lifecycle. In particular, make sure to link theCase
ID to thealcmeon__Conversation__c
received via the dedicated Lookup field. - Optionally integrate with Omni-Channel for an efficient routing of the conversations to Customer Support Agents.
Alcméon Conversation widget
The Alcméon Conversation widget is a pre-built Lightning component enabling Customer Support Agents to view and respond to social media conversations directly within Salesforce.
You can configure the widget in a few clicks in Salesforce:
- Define who can access the widget.
- When working with
Case
, you can add the widget to the Case Record Page. Please note that the widget is also included by default in the pre-built Alcméon Conversation Record Page.
Updated 6 months ago