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Overview

Now that you have completed all the steps, it's time to ensure that it is working as expected! You should have at least one Salesforce organization linked with a social media account (activated) in your Alcméon environment.

👤 Compatible role

No specific role required.

⌚ Estimated reading time: 5 minutes

Start a conversation

First, send a message to the social media page connected to the organization and check that it is received in Alcméon inbox:

NB: the Salesforce cloud icon is grey because the user is not matched to a Salesforce Contact yet.

Match a user in Alcméon to a Salesforce Contact

Compatible workflows 💬

all-agents-reply-from-alcmeon, agents-reply-from-alcmeon-and-salesforce

From Alcméon inbox, click on the grey Salesforce icon in front of the user name who sent the message. You can use the form on the left to search for the Salesforce Contacts and then click on the link icon on the right when you found it to associate the user to the Contact:

NB: you may have different fields in the search form and results depending on your configuration.

Once the user is matched, his/her profile is displayed:

NB: you may have different fields displayed depending on your configuration.

Note that the Salesforce cloud icon is now blue since the user has been matched to a Salesforce Contact:

NB: if you clicked on the DETACH THIS CONTACT button at the previous step, the icon is back to grey.

Trigger the synchronization to Salesforce

The verification depends on the trigger condition defined:

• either you selected the when a message is answered by an agent and the Alcméon user profile is match to a Salesforce Contact option to enable the 360 view on the customers profiles;
• or the when a message is routed to a Workflow team by a bot or an agent option to push the conversations to your Salesforce organization via a team-based routing mechanism.

Set your presence status in Omni-Channel if needed

Compatible workflows 💬

all-agents-reply-from-salesforce , agents-reply-from-alcmeon-and-salesforce
using team-based routing in Alcméon to transfer conversations to your Salesforce organization.

If you did not activate the Omni-Channel routing, you can skip this step. Else, before triggering a push of conversations, let's set your status as available in Salesforce in order to validate the Omni-Channel routing.

In Salesforce, open the Service Console view:

On the bottom-right corner, click on the Omni-Channel utility and set your status to Available - Case:

User matching AND agent reply trigger

Compatible workflows 💬

all-agents-reply-from-alcmeon, agents-reply-from-alcmeon-and-salesforce

If you selected the when a message is answered by an agent and the Alcméon user profile is match to a Salesforce Contact option, you need to both match Alcméon user profile to a Salesforce Contact and reply to his/her message in Alcméon to trigger the push of the conversation to your Salesforce organization.

From the inbox, click on the arrow on the right of the message to open the conversation and reply to the message from the editor:

You can now directly jump to the validate in Salesforce section to check that the conversation has been synchronized properly.

Team-based routing trigger

Compatible workflows 💬

All workflows using team-based routing in Alcméon to transfer conversations to your Salesforce organization.

If you selected the when a message is routed to a Workflow team by a bot or an agent option, you simply need to assign the incoming message of the conversation to the team you configured for the synchronization to Salesforce.

In Alcméon, route the message received to the Salesforce team configured:

Validate in Salesforce

This step assumes that you are working with Case objects and that you implemented the Apex triggers required to keep alcmeon__Conversation__c and Case objects synchronized throughout the conversation life cycle. In particular, a Case is created each time a new conversation is pushed to Salesforce.

If you are NOT working with Case objects, you can validate that a new alcmeon__Conversation__c object is successfully created.

With Omni-Channel routing

Compatible workflows 💬

all-agents-reply-from-salesforce , agents-reply-from-alcmeon-and-salesforce
using team-based routing in Alcméon to transfer conversations to your Salesforce organization.

If you activated the Omni-Channel routing, a new Case should pop in the omni-channel window:

Click on it to open the Case.

Check the new conversation

If you did not activate Omni-Channel, you can find the new Case (or alcmeon__Conversation__c):

• either in the Salesforce List Views;
• or from the matched Contact, by clicking its ID from the Alcméon user profile. In that case, you will see the pushed conversations in Salesforce in the Related Lists section, displayed as Cases of this Contact:

If you are not working with Cases and provided that you've configured the Contact layout to display the related alcmeon__Conversation__c objects, you will be able to open them as well.

Once found, you can open the last Case to check the details and ensure that the Alcméon Conversation widget is displayed if you configured it:

You can answer the conversation in the widget and verify that your message is received on the social network.

That's it!