How to add a custom Salesforce object to the Bold360 Salesforce panel

You can add custom Salesforce objects to the Bold360 Salesforce panel by creating it first in Salesforce and then adding it to the Bold360 Conversation Integration managed package.

  1. To create a new custom object, go to the Salesforce Setup > Object Manager tab, then click Create > Custom Object.
  2. Fill in the details of your custom Salesforce object and click Save when you are done.
  3. To add the new custom object to the Bold360 Salesforce panel, do the following:
    1. Go to the Salesforce Setup > Object Manager tab and select the Bold360 Conversation object.
    2. On the Fields & Relationships page, click New and define the field relationship.
    3. In Step 1, select Lookup Relationship for Data Type and click Next.
    4. In Step 2, select your custom Salesforce object from the Related To drop-down list and click Next.
    5. In Step 3, enter the Field Label that you want to display on the Bold360 Salesforce panel as a new tab. Click Next when you are done.
    6. In Step 4, select the Salesforce user profiles who should see the new tab on the Bold360 Salesforce panel. Click Next when you are done.
    7. In Step 5, select the Salesforce Page Layout which should include this new field. Click Next when you are done.
    8. In Step 6, select the Salesforce Page Layout that should be related to this list. Click Save when you are done.
  4. From the App Launcher, select the Bold360 Setup item.
  5. On the Object Summary page, configure your custom Salesforce object to be displayed on the Salesforce panel in the Agent Workspace:
    1. Select your custom object from the Add more Salesforce Object(s) list and click Add.
    2. Click the name of your custom object to view its details and enable it at the top of the page.
    3. From the Select Bold360 Channel(s) drop-down list, select a channel that you want to support.

      Result:

      Note: Currently, only chat is supported.
    4. Select a Salesforce object page layout, which defines the relevant fields that users can view and edit in Salesforce when entering data and click Save.
    5. Under Field Mapping, click Configure to set up the mapping between Bold360 chat window fields and the fields of the selected Salesforce object. For more information, see About Bold360 and Salesforce field mapping.
    6. Select a Bold360 chat window to map its fields to your Salesforce account.
    7. In the Bold360 chat field mapping section, select the fields of your Bold360 chat window that you want to save to your Salesforce account. Click Add when you are done.
    8. For each Bold360 chat field, select a corresponding Salesforce field from the drop-down lists. This way, you can automate the process of filling in customer information. Click Save when you are done.

      Result:

      Important: For field mapping to work properly, you must be aware of which fields are available in Salesforce and what the equivalent of those fields are in Bold360.
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