Thanks for the feedback! Could you share more about your use case for this integration? Are there any specific Salesforce integrations you're looking for?
David Hawkins
•
Jun 9, 2025
Hi Ali, thanks for the reply. This integration would be used to feed customer or contact information into our crm. The integration doesn’t necessarily need to be directly with Salesforce; we use software called Informatica to collate data from multiple sources, which is then fed to Salesforce. My current workflow involves the data going to Google Sheets, which means there’s a delay between registrations and receiving the confirmation emails.
Thanks,
David
David Hawkins
•
Jul 3, 2025
Hi Ali, further to my previous message, here’s the practical use case and the Salesforce touchpoints we’re after.
What we’re doing with Chatling today
The VA sits on all “Product / Support / Service / Warranty” pages across our website (UK, FR, multi-lang “EU”).
~1 800 conversations over 12 months – 35-40 % of them escalate to human help (warranty, repair, account/login issues).
Right now “Speak to someone” just drops the user onto a generic Contact-Us form → they have to re-type details & we lose the chat context.
Where we want to land
Salesforce Service Cloud is the window for:
Customer Service (general enquiries) – already live
After-Sales / Warranty – onboarding this quarter
If Chatling can push an escalated chat straight into SF as a Case (plus the transcript & user metadata), agents can pick it up instantly inside the Service Console or Omni-Channel queue. No re-keying, full history.
Key integration points we’re looking for
Create/Update Contact – match on e-mail; create if new
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Comments3
Ali Mahdi
Jun 8, 2025
Thanks for the feedback! Could you share more about your use case for this integration? Are there any specific Salesforce integrations you're looking for?
David Hawkins
Jun 9, 2025
Hi Ali, thanks for the reply. This integration would be used to feed customer or contact information into our crm. The integration doesn’t necessarily need to be directly with Salesforce; we use software called Informatica to collate data from multiple sources, which is then fed to Salesforce. My current workflow involves the data going to Google Sheets, which means there’s a delay between registrations and receiving the confirmation emails.
Thanks,
David
David Hawkins
Jul 3, 2025
Hi Ali, further to my previous message, here’s the practical use case and the Salesforce touchpoints we’re after.
What we’re doing with Chatling today
The VA sits on all “Product / Support / Service / Warranty” pages across our website (UK, FR, multi-lang “EU”).
~1 800 conversations over 12 months – 35-40 % of them escalate to human help (warranty, repair, account/login issues).
Right now “Speak to someone” just drops the user onto a generic Contact-Us form → they have to re-type details & we lose the chat context.
Where we want to land
Salesforce Service Cloud is the window for:
Customer Service (general enquiries) – already live
After-Sales / Warranty – onboarding this quarter
If Chatling can push an escalated chat straight into SF as a Case (plus the transcript & user metadata), agents can pick it up instantly inside the Service Console or Omni-Channel queue. No re-keying, full history.
Key integration points we’re looking for
Create/Update Contact – match on e-mail; create if new
Fields: First/Last Name, Email, Trade/Industry (custom)
Create Case in correct queue/record-type
Inputs: Subject, Full Description, Intent/Topic tag, Country/Locale
Attach chat transcript
Ideally as a PDF/HTML file or long-text field
Status callback (optional, phase 2)
When agent closes Case, send “We’ve got your request – ref #123” back to the user in chat or e-mail
Live hand-off (phase 2+)
Escalate active session to SF Live Chat / Messaging for Web
Thanks,
David