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Overview

There are 4 main topics to consider:

1. Synchronizing Alcméon conversations with Salesforce.
2. Managing Case objects alongside conversations.
3. Enabling the Alcméon Conversation widget.
4. Setting Up Engagement.

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 (or Account in Person 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 and alcmeon__Conversation__c objects in Salesforce throughout the conversation lifecycle. In particular, make sure to link the Case ID to the alcmeon__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.

Engagement

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Reminder

This feature is available only for organizations connected to a single Alcméon environment.

To allow an agent to send an engagement message to the customer from Salesforce, you can:

• Automate the creation of alcmeon__Engagement__c objects.
• Enable the automatic switch of the widget from Engagement mode to Conversation mode to ensure a seamless experience when a customer replies, by allowing agents to continue the conversation without manual intervention.